Job Description

• Manage, mentor, and engage Guest Service Agents, Reservation, Night Audit, and Valet team members, set clear expectations, and establish accountability in a team setting.
• Create and support a positive working environment that promotes curiosity, teamwork and fosters growth.  
• Provide the highest and most efficient level of hospitality service expected by our guests.
• Train and develop staff to be personable and professional in all settings and provide a thoughtful guest experience.
• Work closely with Human Resources to recruit, interview, and onboard new team members.
• Create and review the department schedules, ensure the property is staffed sufficiently to handle anticipated business, and assist where needed.
• Monitor room inventory, reservations, upgrades, and guest preferences.
• Coordinate closely with sales, housekeeping, food & beverage, and maintenance departments to ensure excellent cross-departmental communication.
• Work closely with the property Controller to monitor billing accuracy, cash handling procedures, and essential systems reporting.
• Work closely with the Reservations team to process bookings/modifications/cancellations, ensure accurate billing, and efficient pre-arrival coordination.
• Analyze occupancy, revenue, and guest satisfaction reporting.
• Implement upselling strategies to maximize room revenue and premium services.
• Field guest concerns and extend assistance to resolve matters and deliver a thoughtful and enjoyable guest experience. Resolve complaints in person, by phone, or through written message.
• Foster relationships with university departments, return guests, group contacts, and other guests to provide personalized service.

• Education: A Bachelor’s degree in Business Administration, Hotel Management, or related field is preferred.
• Experience: 2+ years in a similar role within a lifestyle brand hotel operation, with a proven advancement record, and currently employed in a management position.
• Effective leadership skills to engage, motivate and develop staff. Must be able to delegate, set priorities, utilize a team to execute short and long-term plans, and establish accountability in a team setting.
• Flexibility to work any shift, including evenings, weekends, and holidays, as dictated by business needs.
• Skilled in the use of advanced, moderately complex, Property Management (HMS) and Time & Attendance Systems.
• Strong proficiency with Microsoft Excel, Word, and Outlook.
• Excellent verbal and written interpersonal communication skills.
• Strong organizational skills, including follow-up, time management, ability to multi-task and manage multiple priorities in a fast-paced environment.
• Ability to positively communicate and interact with all hotel departments, external vendors, and guests.
• Study Hotels is a drug free workplace. Pre-employment drug test and background check required.