Assistant Front Office Manager

Pyramid Global Hospitality Front Desk Manager

Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a people first culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences.

Location Description

Welcome to The Elms Hotel & Spa, a historic gem in the Pyramid Global Hospitality portfolio. Located in Excelsior Springs, Missouri, this iconic property features 153 guest rooms and 11,000 sq ft of versatile meeting space. With a rich history and a dedication to top-tier service, The Elms offers a unique and rewarding work environment. As a member of our team, you'll join a culture that values growth, teamwork, and professionalism. Whether you're in guest services, food and beverage, housekeeping, or spa and wellness, you'll have the chance to develop your skills while contributing to a collaborative and supportive atmosphere. We offer comprehensive training programs and opportunities for advancement, ensuring that our team members have the tools to excel. If you're passionate about hospitality and excited about joining a dynamic, people-first culture, The Elms Hotel & Spa is the perfect place to grow your career. Explore your potential with us today.

Overview Duties & Responsibilities

Manage all aspects of front desk operations for assigned shift. Schedule employees to ensure proper coverage. Monitor performance and recommend / initiate corrective and / or disciplinary action, or other staffing / human resources-related actions in according with company policies and procedures. Alert management of potentially serious issues. Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions. Ensure guests receive prompt, professional attention and are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction. Communicate to staff any VIP, Priority Club, or special needs or requests and follow up on execution. Communicate and assist in achieving departmental guest satisfaction, revenue and profit goals and objectives. Manager labor costs and expenses within budget. Assist in managing hotel revenue generation & maximization through full utilization of company systems, business processes and specifications. Ensure procedures are followed for security of monies, credit and financial transactions, and guest security. Throughout shift conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies. Train appropriate staff on procedures for PBX to serve as a central communications point during emergency / crisis situations. Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts including Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance. Will serve as manager on duty as required.

Accountability

This job is responsible for managing front desk operations for a p.m. and / or weekend shift at a large, fairly complex full-service hotel with an extensive range of facilities and services and may include a large number of Priority Club Accounts and VIP and key guests. Typically supervises a shift of front office employees.

Qualifications

Bachelor's degree in Hotel Management, Business Administration or related field preferred plus one or more years front office / guest services experience including supervisory experience, or an equivalent combination of education and experience. Must speak fluent English. Other languages preferred. Communication skills are utilized a significant amount of time to interact with others; customers, employees and third parties. Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions and training. Mathematical skills, including basic math, budgeting, profit / loss concepts, percentages, and variances are utilized frequently. Problem solving, reasoning, motivating, organizational and training abilities are sued often. May be required to work nights, weekends, and / or holidays.