Title
Senior Reception Manager (Front Desk Manager)
About the Organization WELCOME TO YOTEL
A hotel that moves as fast as you. YOTEL has prime locations around the world for you to get centred quickly. Staying with us means spending time in the world's smartest places, where desirable, tech and design-led environments make a real connection with modern travellers on the go.
MAKING YOUR HOTEL EXPERIENCE NON-STOP
YOTEL offers guests a hotel experience that challenges the status quo, with a promise to deliver a different kind of stay through awesome people, smart design and the creative use of technology.
Location YOTEL Washington DC Position Mission Control Manager (Front Desk Manager) Description
Position Overview:
The Senior Reception Manager is responsible for creating a welcoming first impression and second arrival experience for all guests staying at or coming to the hotel. Additionally, they will assist guests in answering questions about the hotel, local area, attractions and events and provide recommendations and directions. The Junior Mission Control Manager reports directly to the Senior Mission Control Manager on duty.
Major Duties & Responsibilities:
- Provide an issue free environment through motivation, support, empowerment and development of crew members.
- Always extend professionalism and courtesy to fellow crew members and guests.
- Deliver unparalleled service above and beyond the norm to exceed customer expectations.
- Always manage the Mission Control desk in all areas of responsibility while maintaining a positive attitude.
- Greet and acknowledge all guests in a warm and friendly manner while remaining calm with demanding guests.
- Execute guest cabin moves as needed and communicate such to Cabin Crew managers.
- Post charges from retail into the system and obtain payment from the guest.
- Learn the Hotel night audit systems and perform respective duties when scheduled to work the night audit shift.
- Assist guests with luggage requests.
- Solicit and communicate guest feedback for continuous improvement.
- Own customer complaints and issues and empower oneself to seek immediate resolve.
- Ensure timely follow up on matters involving other departments and communicate back to guests.
- Demonstrate self-confidence, energy and enthusiasm always.
- Always extend professionalism and courtesy to crew members and guests.
- Attend pre-shift meetings and be current on all in-house events and citywide attractions.
- Attend Mission Control quarterly meetings.
- Perform tasks as assigned by the Director of Rooms and Senior Mission Control Managers.
- Provide and assist guests with general services and information that enhances the YOTEL guest experience.
- Maintain current listings of area attractions, activities and transportation timetables.
- Maintain current YOTEL's information including Food and Beverage hours of operation and upcoming events.
- Ensure thorough knowledge of safety and emergency procedures.
- Maintain absolute cleanliness and ordinance of all areas and displays at Mission Control.
- Ensure cash transactions are in full compliance with standard operating procedures and exercise great care in each instance.
- Lead and cover the shift in the absence of Senior Mission Control Managers ensuring YOTEL New York standards.
This position description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the associated with the position. May perform other duties as assigned.
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Position Requirements
Skills/Qualifications:
- College degree in Hospitality or related field.
- A minimum 2 years of customer service experience in upscale hotel environment.
- Knowledge of and ability to operate personal computers and various property specific applications.
- Ability to read and speak English fluently. Second or multiple languages are a plus.
- Ability to perform under pressure.
- Ability to deescalate guest situations
- Experiance managing a team of customer serivce agents
- Ability to stand for long periods of time and walk moderate distances.
- Medium work - Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
What are YOTEL people like?
- Pro-active with a 'can do' positive attitude.
- Likes to be busy, always looking for the next task or goal to achieve.
- Great attention to detail in everything that they do.
- Sociable and confident with each other and our guests.
- Friendly, warm and welcoming always.
- Professional in their outlook, taking pride in their appearance, performance and reputation.
- Takes responsibility for their actions and those of the wider team.
- Likes to own problems and find solutions for the benefit of the guests and team alike.
The Salary for the position is between $70,000 - $72,000.
Salary Rate Of Pay Shift Various Full-Time/Part-Time Full-Time Exempt/Non-Exempt Exempt EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
This position is currently accepting applications.
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