Front Desk Manager

Wequassett; Portland (ME); On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Employee parking

Medical insurance

Life insurance

Disability insurance

Wellness benefits

Parental leave

401k match

Hotel & dining discounts

Tuition reimbursement

Career growth

Job summary

The Press Hotel in Portland, ME is seeking an experienced Front Desk Leader to manage guest relations, VIP services, and front desk operations. You will drive guest satisfaction, supervise shifts, and ensure professional service and ambiance throughout check-in/out.

The role involves overseeing payroll, interviews, and training, while coordinating with revenue and operations teams to maximize guest experiences and Upsell opportunities.

Qualifications

• Strong interpersonal skills and leadership experience.
• Approaches all encounters with guests and colleagues in an attentive, friendly, courteous, and service-oriented manner.
• Proactive approach to problem resolution, including anticipating, preventing, identifying, and solving issues as needed. Contribute to short-term and long-term problem solving.
• Multitasks and prioritizes department functions to achieve maximum efficiency and effectiveness.
• Must be able to maintain confidentiality of sensitive guest and colleague information.
• Understanding of Microsoft Office (Excel, Word, Email) – experience with HMS is a plus.

Responsibilities

• Assist with VIP meet & greets at check in whenever possible.
• Interact with guests on an individual level, thus creating a relationship and culture that will result in repeat stays.
• Anticipate guest needs and complaints by monitoring arrivals, in-house guests, and departures.
• Follow up daily to resolve all complaints and service requests.
• Manage Online Travel Agency guest review responses and escalations e.g., Expedia, Google.
• Maintain the professional appearance of the Front Desk with a focus on hospitality and Guest service.
• Maintain cleanliness of Front Desk and office space.
• Own the Arrival + Departure experience, ensuring signage, music level and overall ambiance meets requirements.
• Conduct Inventory and Restock Supplies for Front Office Operations.
• Prepare and conduct all guest services interviews and hiring procedures.
• Approve Front Desk payroll and manage individual time cards daily.
• Prepare for and conduct AM/PM shift meetings to ensure the team is well informed.
• Ensure shift handover reports are completed and actioned out.
• Set the par for performance, standards, and appearance of the team with emphasis on training and teamwork by coaching and supporting associates.
• Always maintain and encourage a professional atmosphere (Conversations, tone, demeanor, uniforms, etc.).
• Oversee employee recognition program by ensuring incentives, appreciation efforts, and celebrations occur within department consistently.
• Ensure Guest Service Agent Checklists are completed daily and filed.
• Must be knowledgeable of hotel products, services, pricing, and special promotional offers, as well as daily VIP and special events.
• Attend Operational Meetings, including Morning Standup, Group Resume, Revenue, Leadership and Daily Walkthroughs.
• Lead any upsell programs to maximize revenue.
• Monitor Cancellation and No-Show policy and procedures.
• Balance the House to ensure no overbooking.
• Monitor all Out of Order rooms to ensure rooms can be sold.

Skills

Interpersonal leadership

Guest service excellence

Problem solving

Multitasking

Confidentiality

Tools

MS Office & HMS

HMS (Hospitality Management System)

Job description

The Press Hotel
The Press Hotel
Portland, ME 04101, USA

Description

Responsibilities

• Assist with VIPmeet& greets at check in wheneverpossible.
• Interact with guests on an individual level, thus creating a relationship and culture that will result inrepeatstays.
• Anticipate guest needs and complaints by monitoring arrivals, in-house guests, anddepartures.
• Follow up daily to resolve allcomplaintsand service requests.
• Manage Online Travel Agency guest review responses and extranetsi.e.Expedia, Google.
• Maintain the professional appearance of the Front Desk with a focus on hospitality and Guest service.
• Maintain cleanliness of Front Deskand office space
• Own the Arrival + Departure experience, ensuring signage, music level and overall ambiancemeetsrequirements.
• Conduct Inventory and Restock Supplies for FrontOffice Operations.
• Prepare and conduct all guest services interviews and hiringprocedures.
• Approve FrontDeskpayroll and manage individualtimecardsdaily.
• Prepare for and conduct AM/PM shift meetings to ensure the team is well informed.
• Ensure shifthandover reportsare completed and actioned out
• Set the par for the performance,standards,and appearance of the team with an emphasis on training andteamworkby coaching and supportingassociates.
• Alwaysmaintainand encourage a professional atmosphere(Conversations, tone, demeanor, uniforms, etc.)
• Oversee employee recognition program by ensuring that incentives, appreciation efforts, and celebrations occur within departmentconsistently.
• Ensure Guest Service Agent Checklists are completed daily andfiled.
• Must be knowledgeable of hotel products, services,pricing,and special promotional offers, as well as daily VIP andspecial events.
• Attend Operational Meetings, including Morning Standup, Group Resume, Revenue, Leadership and DailyWalkthroughs.
• Leadany upsellprogramstomaximize revenue.
• Monitor Cancellation andNo-Showpolicy andprocedures.
• Balance the House to ensure no overbooking.
• Monitor all Out of Order roomsto ensure rooms can be sold.

Skills

• Strong interpersonal skills and leadership experience.
• Approaches all encounters with guests and colleagues in an attentive, friendly, courteous, and service-oriented manner.
• Proactive approach to problem resolution,includinganticipating, preventing,identifying, and solving issues as needed. Contribute toshort-termandlong-termproblem solving.
• Multitasks and prioritizes department functions to achieve maximum efficiency and effectiveness.
• Must be able tomaintainconfidentiality ofsensitiveguestand colleagueinformation.
• UnderstandingofMicrosoft Office (Excel, Word,Email) –experience withHMSis a plus.

Qualifications

• Flexibility to meet the demands of a 24-hour operation.
• Maintain a high standard of personal appearance and grooming.

No Job Description for a position canpossibly includeall duties which may be requested by guests or required by the hotel. Theobjectiveof all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager. The items listed above are a summary of the major responsibilities of the position that must be met by an employee to successfully perform the essential functions of the position.Reasonableaccommodationsmay be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer

This employeris required tonotify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

We are proud to offer competitive wellness options and perksfor bothPart Time- and Full-Timeemployees;

• Dedicated employee parking lot pass with company contribution forfull timeemployees,fully-fundedfor salaried managers
• Employer-subsidized medical, dental, and vision insurance
• Company-funded $25K in complimentary life insurance and $1K/mo. in disability
• Optional Disability, Life and AD&D, Critical Illness, and Accident Insurance options
• Additional Health & Wellness benefits including prescription and gym membership discounts
• Flexible and understanding work-life equality
• Family Matters Program of10+ weeks fullypaid parental leave for new parents
• 401k employer match, up to 4% of salary
• Competitive wages with ongoing market analysis with annual performance evaluations and compensation adjustments
• Discounted employee and immediate family hotel rates as low as $59 per night at EOS Hospitality portfolio locations
• Food and Beverage discount of 50% Off at EOS Hospitality portfolio locations
• Discounted lodging rates from New England Inn & Resort Association partners
• Pathways for growth and professional development including training and tuition reimbursement
• Incentive opportunities for both hourly and managerial roles
• Company-funded Employee Assistance Program for life and mental health resources

Compensation for this position is between $60,000-65,000k per year

About The Press Hotel

Magnificently reborn, The Press Hotel is proudly rooted in Portland’s past. The structure we call home was once the Gannett Building, the historic headquarters of the Portland PressHerald—the state’s largest newspaper. While the days of printingpressesmay be over, we continue to honor our history with thoughtful touches throughout the property.Under new ownership and management by EOS Hospitality, The Press begins its next edition.

Onsite, we offer over 100 guest rooms with varying room types, a hyper-local full-service restaurant - Union, and our lobby cafe and bar - Inkwell, as well as meeting and event spaces ranging in size to accommodate corporate groups and social events.

Equal Opportunity Employer

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.