Front Office Manager

Company Description

Hyde is embracing an evolved brand identity that is all about a festival vibe with music at its core. Hyde perfectly balances an elevated bohemian-chic aesthetic with a youthful, laidback ambience. The spaces are defined by vibrant colors and are designed to encourage serendipitous connections and new discoveries around every corner.  Hyde is all about the freedom and personal discovery that comes with great music, time with friends and connecting with something bigger.

Hyde is part of Ennismore, a creative hotel group rooted in cultures and destinations, with a global portfolio of brands. Ennismore is a joint venture with Accor, founded in 2021.

And now, Hyde is making its big debut in Mexico bringing the music and festival spirit to Mexico City.

Job Description

The Front Office Manager is responsible for overseeing the daily operations of the Front Office Department, ensuring that guest and employee satisfaction exceeds expectations while delivering profitable results to owners and investors. Ensure that front desk and communications meet hotel standards for maximum guest satisfaction.  Act as the main contact for guests and other hotel departments.

Duties & Functions:

• Oversees the daily operations of the Front Office, ensuring that all established front office and hotel policies are followed, promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.
• Responds professionally and courteously to arriving, departing, and in-house guests with accurate and timely information and services.
• Courteously answers inquiries and accepts reservations referred from agents, both in person and by telephone.
• Keeps abreast of all in-house and area functions to answer questions and concerns in person and on the telephone with timely and knowledgeable responses.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Has complete knowledge of the hotel's emergency procedures.
• Reviews any problems or concerns from the previous day's night audit and daily work. Addresses any issues with the entire team or individual team members, as appropriate.
• Monitors room inventory to achieve balance and pushes associates to sell out. Trains staff in this strategy.
• Ensure compliance of brand standards, operating procedures and policies.
• Communicates with other departments to ensure complete guest and associate satisfaction
• Participates in Fire Safety and Loss Prevention programs
• Conducts all hiring, training, coaching and counseling for front office team.
• Monitors, tracks and reviews guest comments to identify areas for improvement and shares with team to assist in improving guest satisfaction, guest relations and guest loyalty scores, responding directly to guests as needed.
• Monitors availability and occupancy on a daily basis and consistently communicates with revenue manager to resolve any challenging issues.
• Any other reasonable duties as assigned by the supervisor or manager
• We recognize we are in the hospitality industry and that may require us to provide lateral service.  We will on occasion call for each individual in the team to on a routine basis perform various related tasks as needed in the spirit of providing exceptional service

Qualifications

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Bachelor’s Degree preferred.
• Minimum four (2) years of management experience in a Front Office Leadership role, preferably in an upscale or lifestyle brand hotel.
• Proficient with computer systems such as: Opera, Alice, Nuvola, Microsoft Word, Excel & Outlook.
• Ability to multitask, work in a fast-paced environment and have a high level attention to detail
• Ability to work independently and to partner with others to promote an environment of teamwork.
• Must have excellent communication skills and be able to read, write, speak and understand Spanish and English.
• You can turn any situation around into a positive experience for all, guests and team alike.
• You think big and encourage your team to believe.
• You are a natural at leading and managing others, and you lead by example, creating an environment where your team can be their best self.
• You exhibit a professional attitude, diplomacy and an ability to handle difficult situations.
• You get things done, independently and skilled at taking decisive action.

Additional Information

What's in it for you...

• The opportunity to join an innovative, fast-growing, international group that’s committed to not just building new hotels but building a global brand.
• The chance to challenge the norm and work in an environment that is both creative and rewarding.
• Become part of a team that’s very passionate about creating great hospitality experiences and exploring new locations at every opportunity.
• A competitive package and plenty of opportunity for development.