Front Office Manager

Position: Front Office Manager
Reports to: Director of Rooms
Job Type: Full-Time, Exempt

Southall is a premier destination bringing nature, produce and people together in a powerful and unique way. The Front Office Manager will oversee the guest experience, providing exceptional service to daily and overnight guests.

Responsibilities:

• Lead, coach, and hold accountable the front office team, including guest services, front desk, phone operations and third-party valet operations.
• Own the guest journey and positive experiences from pre-arrival through departure, guest satisfaction, and billing accuracy.
• Elevate service levels, providing guests with warm welcome, luggage services, and transportation around our farm.
• Champion, promote and successfully track departmental and organizational initiatives
• Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction
• Maintain and successfully execute departmental and hotel policies
• Instill a calm, organized approach when interacting in stressful situations
• Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction
• Ensure that sufficient staffing is present to meet the daily business demands
• Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent data
• Leads management to recruit, hire, train and successfully support and manage the talent of all new and existing team members
• This leader will be responsible for operating manager on duty shifts when required
• Demonstrate the ability to effectively interact, coordinate and communicate through daily pre-shift meetings with all team members of high guest impact areas (i.e. reservations, guest services, housekeeping, etc.) to ensure a smooth arrival through departure experience for all guests
• Be an expert in and demonstrate knowledge of all resort services, amenities, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately
• Comply with attendance rules and be available to work on a regular basis
• Perform any other job-related duties as assigned
• Must have a clean and neat appearance
• Other duties as assigned
• Comply with Southall Rules and Standards of Conduct as set forth in the Team Member Handbook

Skills and Experience:

• Must have 5 years of Rooms Division Leadership experience (front office or housekeeping)
• Must have 5 years of luxury resort experience.
• Luxury Resort experience preferred, demonstrating progressive career growth and a pattern of exceptional performance
• Must be able to understand, speak, read, and write in the English language
• Excellent verbal and written communications, networking, and presentation skills (in English)
• Excellent organizational skills and attention to detail
• Demonstrated ability to manage complex tasks and prioritize competing demands in order to meet deadlines
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• Demonstrated ability with constructive, team-centric leadership skills
• Excellent team skills, including but not limited to; listening, coaching, guiding, flexible working, adaptability, collaboration, and facilitation
• Excellent communication skills, including but not limited to; listening, asking questions, building consensus, presenting, obtaining buy-in
• Experience with Opera PMS system a plus
• Must be able to push, pull and lift 50 lbs
• Available to work weekends, evenings and/or holidays
• Must be able to walk, stand for prolonged periods as needed

Education

• Bachelor’s Degree or higher-level education preferred, or four years related experience and/or training; or equivalent combination of education and experience.

Southall Farm and Inn is committed to a diverse and inclusive workplace. Southall provides equal employment opportunities to applicants and employees and does not discriminate on the basis of age, race, color, ancestry, religion, sex, sexual orientation, gender identity or expression, transgender, national origin, status as a protected veteran, disability or any other classification protected by law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.