Job Description

The Hotel Front Office Manager is responsible for leading the front desk team in providing exceptional service to hotel guests by following established procedures. They manage all aspects of the department including but not limited to operations, planning, budgeting, and payroll in accordance with hotel policies and procedures. The Manager works as part of the hotel management team.

Benefits

Working at the largest indoor sports complex in North America is an experience that compares to no other. The atmosphere is filled with energetic excitement that provides an uplifting ambience throughout the facility. The Nook takes pride in its friendly, guest-focused team members that make kindness contagious and help others succeed.

As a Full-Time team member of the Nook, you will enjoy:

• Free family membership to our massive 80,000+ sq. ft. fitness center, including all the equipment you need to fit almost any training program. Membership also includes all group fitness classes.
• Affordable and comprehensive Medical, Dental, and Vision benefits
• Competitive PTO package
• Paid holidays
• 401k program
• 35% discount on food and beverage purchases, including the Forklift and Palate restaurant
• 35% discount on all Nook apparel
• Free child watch (3-hour increments)
• Discounts on academy team programs, birthday parties, personal training, event space rental, and more!
• Local business discounts

Essential Job Functions

• Maintain a professional and high quality service oriented environment at all times.
• Act as manager on duty for the hotel, dealing with service issues, problem solving, and other issues that may arise.
• Effectively communicates all pertinent activities to hotel team regarding daily activities, VIP guests, events, and special circumstances.
• Responsible for scheduling and payroll for front desk, night audit, and reservations.
• Manages operating expenses and purchasing for department.
• Establishes and manages cash handling procedures.
• Participates in Yield Management team meetings in order to maximize revenue for hotel.
• Establishes procedures for property management system and ensures compliance.
• Works with General Manager and Sales Manager in establishing rate and inventory strategies and communicates strategies to front desk team.
• Works with Housekeeping Manager to ensure cleanliness standards as exceeded.
• Develop and maintain a well-informed, working knowledge of competing hotel properties as well as attractions available in Lancaster County.
• Represents hotel and complex at industry and networking events when appropriate.
• Assist with annual budget preparation as well as monthly forecasting.
• Establish an ongoing personal development plan.
• Conducts regular team meetings to review hotel performance, service scores, successes, and service improvement areas.
• Creates improvement plans as necessary to address individual and team areas of opportunity.
• Stays informed of industry trends and happenings through research, networking, and attending industry events.
• Be aware and able to enforce all fire-life-safety procedures. Remain current in all updates regarding new procedures and training. Ensure staff is fully trained in emergency procedures.
• All other duties as assigned

Qualifications

• Must be 21 years of age or older
• 3+ year(s) in a hotel front office/sales role
• Must have dependable transportation to and from work
• Associates degree in related field
• Ability to read, speak and understand the English language
• Previous supervisory experience in guest-focused department
• Brings integrity to every interaction, takes initiative to jump in where needed, lifts up teammates to win together, and creates an environment where positivity and kindness shape every guest experience. If that sounds like you, learn more about joining our team on our careers page.

Working Conditions

• Flexible schedule including evenings, weekends, and holidays
• Physical requirements necessary include walking, standing, bending, lifting, sitting, reaching, and typing on a computer for long periods of time
• Ability to work in moderately noisy work environment for long periods of time and communicate effectively in this environment
• Must be able to lift a minimum of 50 pounds on occasion