About our Company
We Make Hotels. Sydell Group builds and operates unique properties that are a reflection of their neighborhoods, a celebration of architecture and design, and a gathering place for visitors from near and far. Our hotels are collaborations among exceptional talent from the creative, culinary, and retail worlds, and our goal is to create travel experiences that offer inspiration and a sense of connection to our respective cities. Sydell Group's diverse portfolio of award-winning hotels include NoMad New York, Los Angeles and Las Vegas; The LINE LA, DC and Austin; The Ned, London and Park MGM, Las Vegas; as well as the forthcoming NoMad London and LINE San Francisco.
We are seeking a dynamic Director, Front Office Manager to join our team. A successful candidate will have a genuine passion for the hospitality industry and an entrepreneurial spirit.
Must be courteous and gracious, maintaining a professional demeanor at all times
Establish and maintain good communications and teamwork with fellow colleagues and other departments within the hotel
Maintain “open door” communication with employees
Inspects all areas of responsibility in the Rooms Division
Responsible for interviewing, selecting, guiding, managing and scheduling personnel. Ensure all staff is properly trained on systems, security and cash handling procedures and service standards (check-in/ check-out standards) and have the tools and equipment needed to effectively carry out their job functions
Ensure staff understands their job expectations before holding them accountable
Resolve customer complaints from all areas of the hotel (in person, by phone or through written message), handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible
Assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
Respond to all guest requests, in person and by phone, in an accurate and timely manner
Assure that financial goals are being met by monitoring and controlling labor expenses and supplies/equipment expenses
Work closely with Reservations, Sales and the Front Office to maximize rate, occupancy and total revenue
Maintain close relationships with retail tenants and concessions to ensure guest service standards are met along with revenue/expense targets
Assist Director of Rooms in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel
Act as the senior manager in the Rooms Division in the absence of the Director
Assist the Director of Rooms in forecasting and budgeting of revenues and expenses for all departments in the Rooms Division
Manage day-to-day operations and assignments of the front office staff; schedule, plan, and assign work
Develop and communicate departmental strategies, goals, policies and procedures
Monitor front office staff to ensure guests receive prompt, professional attention and personal recognition and ensure guests are greeted upon arrival
Implement and enforce appropriate service recovery guidelines in order to ensure total guest satisfaction
Schedule and regularly 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 and develop action plans to correct any deficiencies
Analyze guest satisfaction data and develop and implement plans to achieve established goals related to guest satisfaction scores, front desk activities, guest loyalty
Maintain procedures for security of monies, credit and financial transactions, and guest security and check billing instructions and guest credit for compliance with hotel credit policies
Establish, implement, and maintain training and procedures for phone services to ensure proper communications during emergency/crisis situations
Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications
Lead and conduct weekly/ monthly meetings with Assistant Managers and departments
High School diploma or general education degree (GED)
Three (3) years related experience in the hospitality industry preferred
Strong communication skills
Computer Proficiency: Microsoft Office, Opera PMS
Eye for Detail
Problem solving abilities
Compensation & Benefits
We offer competitive wages and benefits while fostering a diverse and inclusive work experience.
We thrive in being a diverse work environment. Consideration for employment will be based upon personal capabilities and qualifications without discrimination based on race, color, religion, sex, gender identity, age, national origin, disability, sexual orientation, or any other protected characteristic as established by law.
About our Brand
That colorful hotel in the desert, The Saguaro is a good time. It’s not that complicated. There’s plenty of sunshine, a buzzing pool scene and lots of local flavor.