Job description
Overview:
Nestled at the foot of the picturesque Camelback Mountain in the exclusive enclave of Paradise Valley, the Montelucia Resort & Spa features 253 luxurious guestrooms, 38 suites and two presidential suites. The property’s distinctive architecture is inspired by the rich history, white-washed villages and sun-drenched hills of Spain’s Andalusia region. The property also includes the award-winning Moroccan inspired Joya Spa, three resort pools and five dining options including the critically acclaimed restaurant, Prado. The resort, which is adjacent to the cities of Phoenix and Scottsdale, offers easy access to golf, recreation, nightlife and entertainment. Job Description:
Montelucia Resort and Spa
Nestled at the foot of the picturesque Camelback Mountain in the exclusive enclave of Paradise Valley, the Montelucia Resort & Spa features 253 luxurious guestrooms, 38 suites and two presidential suites. The property’s distinctive architecture is inspired by the rich history, white-washed villages and sun-drenched hills of Spain’s Andalusia region. The property also includes the award-winning Moroccan inspired Joya Spa, three resort pools and five dining options including the critically acclaimed restaurant, Prado. The resort, which is adjacent to the cities of Phoenix and Scottsdale, offers easy access to golf, recreation, nightlife and entertainment.
To work closely with the Director of Front Office to oversee the Front Desk staff, ensuring maximum Front Office operating efficiency. The Front Desk Manager will lead a team of hospitality professionals to ensure a luxury experience in an unrivaled location while promoting the Omni brand. Managing and problem-solving associate and guest issues while always remaining professional. Champion Moments of Service training, Medallia guest feedback analysis, Revenue optimization, & Expense management
Responsibilities:
Duties and Responsibilities
- Lead morning standups with Resort Leadership team
- Oversee Assistant Front Office Managers, Front Office Supervisors, Front Desk Agents, Ideal Service Phone Operators
- Set Goals, action plans and follow up for all direct reports and teams.
- Must work closely with leaders from all departments with particular focus on Housekeeping, Engineering, Sales, Accounting and F&B
- Maximize Guest Satisfaction through feedback analysis using Medallia
- Conduct and track Moments of Service Training for department
- Additionally training for 3rd party vendors such as Coyle shop, AMEX hotels and other branded metrics for service and quality control
- Ensure daily tasks are assigned and completed. Assisting the team with tasks when necessary due to call offs or high business levels, examples include but not limited to:
- Ensure registration cards are completed.
- Block/assign applicable arrivals for the following day; i.e. V.I.P.'s, Select Guests, ESP's, Special Requests, etc.
- Checking Guests In and Out of the resort
- Providing lobby support during peak hours
- Ensure all needed reports are run - Rate Discrepancy, Checkout with Balance, Daily Credit, etc.
- Support team by
- Creating schedule
- Completing payroll timely
- Providing ongoing training to current associates
- Create training plans and schedules for newly hired associates
- Hold daily stand-up meetings
- Lead monthly Omni Service Tradition meetings
- Completing inventory and ordering necessary supplies so associates have the tools they need to do their jobs
- Resolve Guest concerns while balancing the needs of the guest, associates, brand and owners
- Attend all relevant Resort meetings including Pre-Cons and Guest Recovery meetings
- Other duties as assigned
- At least 3 years directly related experience (Hotel-Front Desk) in a managerial role.
- Must be able to work approximately 50 hours per week, flexible shifts, including weekends and holidays.
- Must have excellent organizational, supervisory, customer service skills.
- Must be able to work well under stressful situations and handle challenges in a professional manner.
- Must have a 4 diamond presentation & communication
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