Front Office & Guest Services Manager

JOB TITLE: Front Office & Guest Services Manager
DEPARTMENT: Hospitality
REPORTS TO: Operations Director
APPROVED BY: Operations Director
LOCATION: Onsite (Santa Fe and Galisteo Basin, New Mexico)

COMPANY OVERVIEW:
MEA, named by The New York Times as “the world’s first midlife wisdom school,” provides 5-day workshops where participants, together with a team of MEA facilitators explore topics revolving around transitions, finding purpose, and owning wisdom, under the principle that wisdom is shared, not taught. Participants spend their time over the workshop in a combination of classroom and experiential modules, in the comfort of upscale accommodations that one could expect from a luxury boutique hotel.

JOB SUMMARY:
The Front Office & Guest Services Manager is responsible for overseeing the reception, concierge and reservations sales teams. Collaborating with all internal departments, The Front Office Manager ensures seamless guest experience and leads front-of-house operations.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Adhere to all standards of operations, policies and procedures, manuals, training material, memos and verbal instruction
• Work closely with leadership to oversee day-to-day operations while supporting all aspects of the guest experience
• Organize pre-stay communications and planning, working closely with internal departments for a seamless guest experience
• Support the development and long-term strategic planning of all retail initiatives at the property level
• Maintain detailed and meticulously organized account files, system profiles and system data
• Oversee and develop concierge program initiatives at the property level
• Promote and encourage guest name recognition
• Assist in the development and implementation of special projects
• Provide training and development opportunities for managers, supervisors and team members
• Monitor performance, develop strategies and communicate with teams
• Communicate key updates to marketing and sales teams to further engage guests and the community
• Create and enact Standard Operating Procedures
• Understand and deploy assessments for all PMS and IT systems
• Possess thorough knowledge of all Guest Services and amenities
• Ensure immediate response is given to guest comments and concerns; inform immediate supervisor and apply corrective measures when necessary
• Ensure all equipment is maintained and in good, safe working condition
• Maintain and increased awareness of safety issues throughout the property and keep abreast of safety and emergency procedures and OSHA requirements
• Be available to fill in and assist in other areas as needed to ensure the efficient operations and attend all relevant meetings

QUALIFICATIONS:

• Degree from an accredited four-year college or university in a related field, or any equivalent combination of education and experience
• 3+ years of experience in room operations, food & beverage, or related field preferred
• 2+ years of related experience leading teams in a fast-paced, high-end operations environment preferred

REQUIREMENTS:

• A collaborative & creative working style within a results-oriented, mission-driven organization
• Ability to develop and maintain professional relationships and speak effectively before guests and co-workers
• Good planning and organizational abilities and strong attention to detail, ensuring efficient management of a team, resources and time
• A strong work ethic and ability to work both autonomously and in an intimate team setting
• Ability to navigate and operate computer systems and software applications; proficiency with Google Suite (calendar, documents, email)
• Comfort managing self-directed projects
• Ability to write routine reports and correspondence and prepare proposals
• Ability to work flexible hours with a schedule that includes weekends
• Ability to pivot and problem solve in a fast paced environment with a solutions-oriented mindset
• Willingness to try new things, take on new challenges

WORKING CONDITIONS:

The person having this position may have to lift up to twenty-five (25) pounds daily; anything over 25 pounds is considered a two person lift
The person having this position may have to sit, stand and/or walk, push, kneel, bend, balance, squat, reach and stretch for eight (8) hours a day
The person having this position may have to sit, stand and/or walk, push, kneel, bend, balance, squat, reach and stretch for eight (8) hours per day.

This position is on a Ranch with livestock & hay. Allergies or health concerns related to any allergens that might be problematic on the ranch could be a disqualifying factor for this position. The position is mainly onsite.

The team member is expected to work 40 hours a week, days and hours based on the needs of scheduled programming. The team member may expect calls or emails outside of scheduled working hours. Occasional travel may be required for learning opportunities, team meetings, or other events.

Job Type: Full-time

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Free parking
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift

Work setting:

• In-person

Ability to Relocate:

• Lamy, NM 87540: Relocate before starting work (Required)

Work Location: In person