Service Desk Manager Jobs in Mashantucket, CT (NOW HIRING)

Job Description: Ocean House Collection FRONT OFFICE MANAGER – Ocean House A Collection Unlike Any Other The Ocean House Collections includes 3 luxury properties. The Ocean House is a Forbes 5-Star property features 49 luxury guest rooms, 20 signature suites. The Cottage Collection includes 10 privately owned vacation homes. The Ocean & Harvest Spa is a 12,000 square foot Forbes Travel Guide 5 Star rated full-service health wellness spa. Over 10,000 square feet of indoor and outdoor meeting space. Up to 8 unique dining options during summer season including Coast, a Forbes Travel Guide 5 Star rated fine dining experience. The Ocean House offers quintessentially New England accommodations that effortlessly combine casual comfort and luxurious furnishings. The Inn features 31 unique guest rooms and 4 two-bedroom signature suites. Farm-to-table dining utilizes the finest and freshest locally sourced ingredients, and inspired amenities and resort activities are designed to create extraordinary guest experiences. The Watch Hill Inn established in 1845, Watch Hill Inn carries with it a unique history marked by fame, natural disasters and, among all, resilience. Chic, minimalist decor intertwines with cutting edge technology like complimentary Apple TV, Netflix and an in-room iPad program that allows guests to order food and services to their door with the touch of a button. The Inn features 21 suite style accommodations with unrestricted access to dining, amenities, and resort activities at both Ocean House and Weekapaug Inn. Scope of Position The Front Office Manager oversees all aspects of front office operations to ensure impeccable guest service and operational efficiency. This pivotal role involves planning, directing, and coordinating activities and management of the front desk team. The Manager is responsible for optimizing guest satisfaction, controlling costs, and enhancing departmental revenues through effective leadership and strategic management. Additionally, the Front Office Manager is responsible for implementing hotel policies and procedures to ensure guest satisfaction and adherence to the highest industry standards. Responsibilities include ensuring efficient operations, guest registration and check-out, resolving guest issues, coordinating with other hotel departments, and maintaining high standards of guest service. The Front Office Manager also handles administrative tasks such as hiring, scheduling, training, and performance evaluations for front desk employees. Schedule Requirements The operation is 24 hours a day 7 days a week, inclusive of all holidays.  While the company will make every attempt to create a work and life balance, all exempt team members may be required to work extended shifts and additional days based on business demands.  Working more than eight hours per day and more than five consecutive days as needed is an essential job function for all exempt roles.  Travel may be required and may include some overnight stays.  All exempt team members should be responsible for scheduling their time off. The busiest of days during the season (Memorial Day through Columbus Day) are the weekend days from Friday through Sunday and on holiday weekends that are celebrated on Mondays, this can include Mondays. All exempt staff must be aware and able to work all weekends; requesting time off for a holiday weekend may not and will likely not be granted.  The more flexible you are the more you can learn, grow, earn. Key Relationships Internal: Reports to the Director of Front Office & Chef Concierge of the Ocean House. Key Responsibilities Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ensure that resort standards for guest services, décor, and housekeeping are met. Answer questions from guests and staff about the resort's policies and services. Coordinate the resort's front-desk activities and resolve problems and guest complaints. Ensure that guests are treated courteously, and requests for special services are carried out. Coordinate reservations and room assignments for guests, members, and property owners. Oversee the daily workflow of the front desk. Ensure that the daily report is completed, and pertinent information is properly documented. Contact proper authorities in case of emergencies and complete all necessary paperwork associated with any on-property incident. Responsible for promoting and upholding the Company’s standards, policies and procedures so that they become an intricate part of the everyday operation. Maintain communications flow with upper management and all other stakeholders. Maintain confidentiality of guest/employee information and pertinent company data Supervisory tasks include managing the team performance, preparing weekly schedules, training, and developing staff, inventory and purchasing needed products and supplies, conducting daily pre-shift meetings, and completing required reports and payroll. Manage administrative functions in accordance with established standards including the interviewing and selection process of new staff. Supervise the individual performance of the staff taking appropriate corrective action to address deficient conditions, behavior, and work performance. Responsible for practicing, managing, and promoting the Company’s Statement of Purpose, Service Excellence Pillars, and Declarations so that it becomes an intricate part of the everyday operation. Represent the Company with a positive attitude and professional presentation. Follow sustainability guidelines and practices related to the Company’s sustainability programs. Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the role. Required Job Knowledge, Skills, Experience, and Education Excellent time management skills with a proven ability to meet deadlines. Proficient with Microsoft Office Suite or related software. Strong supervisory and leadership skills. College degree or equivalent work experience Advanced verbal and written communication skills in English and the ability to work with a wide range of constituencies in a diverse operation. Ability to perform job functions with attention to detail, speed, and accuracy under pressure of tense/confrontational situations. Uphold the Company standards, policies, and procedures. Prioritize and organize tasks and work area Ability to remain calm and resolve problems using good judgments interpreted by the management Follow directions Work cohesively with co-workers as part of a team Maintain confidentiality of guest/employee information and pertinent hotel data Qualifications Have a college degree in hospitality management, business administration or equivalent work experience, preferably at a luxury, Forbes five-star property. Proven work experience as a Front Desk Manager including previous oversight of other managers. Be well-versed in the standards set by Forbes, AAA, and Relais and Chateaux Ability to communicate clearly and effectively across all departments. Excellent interpersonal and customer service skills. Strong analytical and problem-solving skills. Knowledge of Maestro PMS is preferred  Excellent organizational skills and attention to detail. Ability to prioritize tasks and to delegate them when appropriate. Having strong knowledge of hospitality Physical Requirements: See below Physical conditions description PHYSICAL ACTIVITIES, VISUAL ACUITY, AND WORKING CONDITIONS OF: Front Office Manager - WI I certify that I have read the physical requirements as set forth below and am physically able to perform the necessary duties as indicated herein. Employee Signature: _________________________ Date: _____________ 1. GENERAL PHYSICAL REQUIREMENTS Please check the ONE description of general physical requirements that best describes the work requirements of the position: ☐ A. Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met. ☒ B. Light work: Exerting up to 20 pounds of force occasionally and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of force greater than that for Sedentary Work and the worker sits most of the time, the job is rated for light work. ☐ C. Medium work: Exerting up to 50 pounds of force occasionally and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. ☐ D. Heavy work: Exerting up to 100 pounds of force occasionally and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects. ☐ E. Very heavy work: Exerting in excess of 100 pounds of force occasionally, and/or in excess of 50 pounds of force constantly to move objects. 2. PHYSICAL ACTIVITIES Please check ALL physical activities that apply to the essential functions of the position: ☐ A. Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms. Body agility is emphasized. This factor is important if the amount and kind of climbing required exceeds that required for ordinary locomotion. ☒ B. Balancing: Maintaining body equilibrium to prevent falling when walking, standing or crouching on narrow, slippery or erratically moving surfaces. This factor is important if the amount and kind of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium. ☒ C. Stooping: Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full use of the lower extremities and back muscles. ☒ D. Kneeling: Bending legs at knee to come to a rest on knee or knees. ☒ E. Crouching: Bending the body downward and forward by bending leg and spine. ☐ F. Crawling: Moving about on hands and knees or hands and feet. ☒ G. Reaching: Extending hand(s) and arm(s) in any direction. ☒ H. Standing: Particularly for sustained periods of time. ☒ I. Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another. ☒ J. Pushing: Using upper extremities to press against something with steady force in order to thrust forward, downward or outward. ☒ K. Pulling: Using upper extremities to exert force in order to draw, drag, haul or tug objects in a sustained motion. ☒ L. Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires the substantial use of the upper extremities and back muscles. ☒ M. Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand or arm as in handling. ☒ N. Grasping: Applying pressure to an object with the fingers and palm. ☒ O. Feeling: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips. ☒ P. Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly. ☒ Q. Hearing: Perceiving the nature of sounds at normal speaking levels or without correction. Ability to receive detailed information through oral communication and make fine discriminations in sound. ☒ R. Repetitive Motions: Substantial movements (motions) of the wrists, hands, and/or fingers. 3. VISUAL ACUITY Please check the ONE description of visual acuity requirements (including color, depth perception, and field of vision), that best describes the requirements of the position: ☐ A. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; visual inspection involving small defects, small parts and/or operation of machines (including inspection); using measurement devices; and/or assembly of fabrication of parts at distances close to the eyes. ☐ B. The worker is required to have visual acuity to perform an activity such as: operating machines such as lathes, drill presses, power saws and mills where the seeing job is at or within arm's reach; performing mechanical or skilled trades tasks of a non-repetitive nature such as carpenters, technicians, service people, plumbers, painters, mechanics, etc. ☐ C. The worker is required to have visual acuity to operate motor vehicles or heavy equipment. ☒ D. The worker is required to have visual acuity to determine the accuracy, neatness, thoroughness of work assigned (i.e., custodial, food services, general labor, etc.) or to make general observations of facilities or structures (i.e., security guard, inspection, etc.) 4. WORKING CONDITIONS Please check ALL conditions the worker is subject to in performing the essential functions of the position: ☐ A. The worker is subject to inside environmental conditions: Protection from weather conditions but not necessarily from temperature changes. ☐ B. The worker is subject to outside environmental conditions: No effective protection from the weather. ☒ C. The worker is subject to both environmental conditions: Activities occur inside and outside. ☐ D. The worker is subject to extreme cold: Temperatures typically below 32 degrees for periods of more than one hour. Consideration should be given to the effect of other environmental conditions such as wind and humidity. ☐ E. The worker is subject to extreme heat: Temperatures above 100 degrees for periods of more than an hour. Consideration should be given to the effect of other environmental conditions such as wind and humidity. ☐ F. The worker is subject to noise: There is sufficient noise to cause the worker to shout in order to be heard above the ambient noise level. ☐ G. The worker is subject to vibration: Exposure to oscillating movements of extremities or whole body. ☐ H. The worker is subject to hazards: Includes a variety of physical conditions, such as proximity to moving mechanical parts, moving vehicles, electrical current, working on scaffolding and high places, exposure to high heat or exposure to chemi