Director of Front Office & Reservations

Pelham Hospitality is hiring a Director of Front Office & Reservations!

We invite you to come join a company that is dedicated to you as an individual as well as to our company success! Pelham Hospitality prides itself on being a great place to work as well as being Cape Cod's newest premier destination. We know that our people create that positive feeling you have when you walk through our doors, it’s what we call "The Pelham Experience."

Position Summary:

The Director of Front Office & Reservations directs, manages, and communicates the strategic planning, processes & procedures, goal setting, team management and operational activities of the front desk and reservations team by providing multi-hotel leadership at each of the Pelham Hospitality locations while ensuring successful execution of the Pelham Hospitality vision and overall business strategy.

Supervisory Responsibilities:

· Responsible for Team Member management including hiring, training and coaching; conducting performance reviews; resolving personnel issues; providing clear and open communication; and performance improvement; as appropriate.

· Develop and execute approved training plan and schedule implementation across all reporting departments and roles.

· Mentors and motivates direct reports to manage their current responsibilities effectively and efficiently, to support and encourage professional career development, and to promote growth and attainment of goals.

· Collaborates with Director of Hotel Operations and Sales and Human Resources department on initiatives for attracting, retaining, developing and motivating Team Members.

· Responsible for ensuring staff is scheduled according to daily volume. If gaps in coverage occur, the Director of Front Office & Reservations is responsible for solving for coverage up to and including filling the shift themselves.

Essential Duties and Responsibilities: In partnership with Executive Director of Hotel Operations and Sales:

· The Director of Front Office & Reservations is responsible for continuous improvement in service standards, reservation accuracy and guest satisfaction.

· Establish and implement operational procedures that ensure the highest level of guest satisfaction.

· Responsible for the consistent delivery of exemplary guest service within the front desk/reservations team, maintains updates and seeks to improve reservations systems, ownership of all systems, integrations, rate and package building and maintenance, ownership of room block management, invoicing, payment collection and reconciliation.

· Full reservation system ownership (Opera and Travelclick) including all 3rd party reservation platforms and integrations and interfaces that connect the systems. Update/build/troubleshoot/adjust rates, packages, specials, minimums, content on all platforms with accuracy.

· Oversee group blocks and communicate professionally with clients regarding payment, rooming lists and updates.

· Ensure guest feedback/complaints are addressed swiftly, fairly and with thoughtful consideration so with minimal escalation.

· Partner with the Executive Director of Hotel Operations and Sales with the development and implementation of revenue generating and cost reduction strategies and procedures; across all functions of the departments.

· Consistently review business on the books and make thoughtful recommendations for adjustments that assist with driving/maximizing hotel guest room revenue.

· Works closely with the Finance team to develop and complete daily payment reconciliations.

· Maintains effective communication with all Pelham Hospitality Departments including communicating regularly and proactively with the Executive Director of Hotel Operations and Sales regarding status updates, including completion of deliverables, and ownership of updating the project list.

· Consistently meets with the Front Office Manager to get performance updates of the department and holds regular team meetings to communicate company information and receive input from the employees within the department.

· Promote a positive work environment and maintain exemplary morale as a member of the Pelham Hospitality Leadership Team.

Financial:

· Develops, implements, executes, and achieves long and short-term business goals.

· Contributes to budget development and operates within established budgets to accomplish goals and objectives.

· Conducts ongoing analysis to monitor the expenses of the hotel operations and takes appropriate action in creating and implementing strategies and tactics to reduce costs.

· Develops and implements staffing plans that provides each functional area with appropriate labor to meet guest service and operational expectations.

· Builds and maintains relationships with the hotel operation’s suppliers and vendors to assess the quality of goods and services purchased from these third parties and for performance assessment purposes.

· Follows the appropriate procedure and approval process to meet departmental budget goals.

· Perform other duties as assigned.

Required Knowledge, Skills, Abilities:

· Leadership skills: The ability to lead, manage, and motivate a team while maintaining a high level of customer service.

· Customer service skills: Excellent communication and interpersonal skills, as well as a strong customer-focused approach, critical in ensuring guest satisfaction.

· Technical skills: Proficiency in computer systems and software and Microsoft Office.

· Organizational skills: The ability to prioritize tasks, manage multiple tasks simultaneously, and maintain attention to detail.

· Problem-solving skills: The ability to analyze and resolve guest complaints, resolve conflicts, and make decisions under pressure.

· Financial management skills: An understanding of budgeting, forecasting, and revenue management, as well as the ability to analyze financial reports.

· Leadership and teamwork: A strong ability to work collaboratively with other departments.

· Professionalism and integrity: A professional demeanor, strong ethical standards, and the ability to maintain confidential information.

· Ability to exercise good judgment.

· Excellent verbal and written communication skills.

Education and Experience:

· Bachelor's degree in luxury hospitality management, business administration, or a related field preferred.

· At least 5 years of experience in the hospitality industry, preferably in a Front Office or guest service role.

· Reservation system knowledge required (Opera and Travelclick preferred)

Physical Requirements:

· Must be able to move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds.

· Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.

· Must be able to stand or walk for an extended period of time or for an entire work shift (range from 8-12 hours).

· Reach overhead and below the knees, including bending, twisting, pulling, and stooping.

Job Type: Full-time

Pay: $75,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Day shift
• Every weekend
• Monday to Friday
• Night shift
• Weekends as needed

Work setting:

• In-person

Work Location: In person