Rooms Manager

SBG Hospitality; Versailles (KY); On-site; USD 65,000 - 90,000; Full time

Job summary

Single Barrel Hospitality in Kentucky seeks a Front Office Lead to oversee front desk and guest services, directing day-to-day operations and long-term goals. You will balance hands-on management with administrative duties, ensuring outstanding guest experiences and a collaborative leadership style.

The role requires a strong track record in upscale hospitality, leadership, and a passion for luxury service, with a focus on teamwork, training, and continuous improvement.

Qualifications

• Five years’ experience in customer service supervisory roles in upscale hospitality.
• Strong interpersonal skills to manage multiple teammate levels within the hotel.
• Professional proficiency in English (reading, writing, speaking).
• Proficient in Microsoft Excel and Word.

Responsibilities

• Uphold and role model the company’s principles.
• Lead interviewing, hiring, training, scheduling, coaching, and motivating teammates to develop talent for succession planning in hospitality operations.
• Ensure all shifts are properly covered and serve as the ultimate stop gap for shifts.
• Demonstrate passion for guest experience and handle guest interactions with hospitality and professionalism; accommodate special requests.
• Lead daily briefings, weekly Rooms meetings, and monthly staff meetings to develop ideas and align with Rooms Division goals.
• Assign tasks to teammates and monitor progress to meet standards and guest needs.
• Observe facilities and coordinate maintenance to ensure appearance and room quality.
• Lead safety, security, and wellbeing of guests and teammates; respond to emergencies.
• Analyze operational metrics and provide coaching to address root causes.
• Participate in Management meetings to voice front office perspectives.
• Work with outside vendors to ensure quality and timely work; build long-term partnerships.
• Champion hotel-wide initiatives and best practices; train teams on purpose of initiatives.
• Communicate with General Manager to align on priorities and resource needs.

Skills

Customer service leadership

Team collaboration

Communication skills

English fluency

Adaptability

Tools

Microsoft Excel

Microsoft Word

Job description

Who You Are

You are humble and understand the need to work side by side with others; and you take feedback to make things better seriously. It is quite natural for you to walk into a hotel and want to fluff every pillow you see, judge the level of cleanliness or ask the front desk what type of system they are using. You get excited about how amenities are packaged; a guest service story created by an employee’s intuition and can strip a bed faster than the best housekeeper.

Who You Are

You are humble and understand the need to work side by side with others; and you take feedback to make things better seriously. It is quite natural for you to walk into a hotel and want to fluff every pillow you see, judge the level of cleanliness or ask the front desk what type of system they are using. You get excited about how amenities are packaged; a guest service story created by an employee’s intuition and can strip a bed faster than the best housekeeper. Your career experience is eclectic and dynamic. You have great pride in having worked your way through a variety of rooms division department head roles. You have a special place in your heart for the people and teams you have worked with and developed during your career. You get excited for crunch response situations and know that success comes through collaboration and teamwork. You are comfortable with casual sophistication and realize the concept of luxury has evolved to be approachable and not cookie-cutter.

THE ROLE

The Front Office Lead reports to the General Manager or Director of Hospitality. It is critical the person in this position possesses a diverse knowledge of Front Office operations and is willing to dive into the day-to-day operation, while balancing and directing the long-term goals of the front desk and guest services. All leaders of Single Barrel Hospitality are required to work hand in hand with their teams. We are a company in hyper-growth, so having the ability to be a soldier is as critical as being a general. As the Front Office Lead, you will support and lead the Front Desk. You will develop and lead the delivery of outstanding guest service, and maintain a dynamic team. Your presence should be as regular at the desk as it is working through administrative responsibilities. You will also actively develop trusting and transparent relations with your peers on the Management Team and teammates of the hotel. As a leader within Single Barrel Hospitality you will work with a phenomenal group of peers who insist that you are collaborative, humble, experienced and open-minded – no egos are allowed.

What You Will Do

• Uphold and role model the company’s principles
• Active participant in the interviewing, hiring, training, scheduling, coaching, and motivating Ambassador/Night Audit Teammates to create an environment that nurtures ideas and develops future talent for succession planning in the Hospitality Operation
• Ensure all shifts are properly covered based on the needs of the business. You are the ultimate stop gap for all shifts.
• Demonstrate passion and aptitude for all aspects for a guest’s experience, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; serve as the shepherd of all on-property experiences and able to uncover the details that will add a special touch for guests and teammates that turn into a fond memory
• Participate in and/or leads daily briefings, weekly Rooms meetings, and monthly departmental staff meetings to further develop ideas and objectives with the Rooms Division team while simultaneously providing constructive feedback and strategizing to overcome and correct any previously missed opportunities
• Assigns teammates to complete the needed activities for the day and inspects their accomplishments; and monitors teammate activities to ensure standards are achieved, and teammates feel supported and valued to meet and exceed guests’ needs
• Observe conditions of all physical facilities and equipment in the hotel operation and work in collaboration with other operating divisions and any third-party vendors to establish detailed cleaning and preventative maintenance programs to ensure appearance and life of all furniture, fixtures and equipment throughout the hotel
• Lead all matters related to the safety, security, satisfaction and well-being of hotel guests and teammates; respond swiftly and effectively in any hotel emergency or safety situations; and verifies all teammates are trained and following proper emergency procedures and responses
• Fluent in operational metrics, P&L’s and demonstrates critical thinking skills by connecting those with operational observations; provides coaching and corrective action that targets root causes of issues and the highest priorities in the operation of the front office.
• Participate in all Management meetings to provide thoughtful and insightful suggestions and feedback in order to give a voice to the front office at the highest leadership level to demonstrate commitment to the success and innovation of the hotel
• Works directly with outside contracted companies to assure quality and timeliness of work while prioritizing the guest experience and developing long term partnerships
• Champion hotel wide initiatives and best practices (e.g., Lobby Ambassador, Property Walks, and Manager on Duty programs) by ensuring you take the time to communicate and/or train on the purpose of each initiative
• Communicate regularly with the General Manager or Director of Hospitality to provide updates and align on priorities, discuss plans, and request for any additional resources to support the operations; and any additional tasks and responsibilities as requested by the General Manager or Director of Hospitality in support of a successful operation

What You Will Need

• Prefer minimum of five (5) years’ experience of customer service supervisory responsibility, within upscale, lifestyle or luxury hospitality companies
• Adaptable interpersonal skills to communicate and address all teammate levels of the hotel
• Professional proficiency of the English language in reading, writing and verbal communication
• Intermediate skills in Microsoft Excel and Word to create spreadsheets or proposals
• Due to the cyclical nature of the hotel industry, teammates may be required to work varying schedules to reflect the business needs of the hotel

How You Will Lead

• Exemplify leading by example by working directly with each member of your team and be willing to coach and counsel with gentle correction and critical but constructive feedback
• Openly collaborate with all departments in the hotel including Sales, Banquets & Catering, Engineering, Food & Beverage and Culinary to provide an exemplary guest experience; be comfortable in debating ideas before implementing a decision that will impact operations property-wide, as we do not work in silos
• Be respectful in your daily interactions with your direct managers, direct reports, and your peers; be an example of the utmost professionalism and a pillar in your community
• Highly analytical in thought and recommendations; although will never act like the smartest person in the room; and continually seek out the facts; can express a point of view without it be driven by an ego
• Engages others in general conversation tactics to build rapport quickly; and can lead and adapt communication and presentation tactics to engage audience; displays adaptable interpersonal skills for a wide range of audiences and stakeholders
• Approaches fact finding and discovery missions in a collaborative effort; values input and experiences of others that creates additional insight to uncover deeper issues that need to be addressed or removed as a barrier to implementation
• Passionate in driving results of their effort and others; can influence others to take direction to execute on strategy through tactical methods; and is comfortable in prioritizing their work and that of others
• Comfortable in being a “general” in identifying strategic needs, yet can be a “soldier” to ensure the implementation of a strategic plan is implemented
• Prioritizes and organizes their own work when necessary by working flexible or extended hours to accommodate increased workload; can flex to the needs of an opening hotel and short-notice needs

Physical Demands

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the teammate is regularly required to see, talk, and hear. The teammate frequently is required to sit and use hands. The teammate is occasionally required to reach with hands and arms. The teammate must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those a