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About the Role
A team-minded and solution-orientated professional with expert communication skills to provide leadership and support to the Front Desk team. This role focuses on improving guest and employee experience through a growth-focused approach.
Responsibilities
- Coach and lead the Front Office Team alongside fellow Assistant Front Desk leaders.
- Support the Director of Front Desk team vision by celebrating successes and providing feedback for growth.
- Maintain positive working relationships and communication practices with all departments.
- Provide training to new hires and continued learning and coaching to all team members.
- Provide elevated, personalized, and best-possible service to guests at all times.
- Anticipate and respond to guest needs quickly and proactively.
- Actively listen and ask questions to fully understand guest complaints.
- Navigate difficult conversations with professionalism and empathy.
- Communicate clearly, utilizing professional language and a friendly/warm tone.
- Promote all amenities, conveniences, and programs offered at The William Vale.
- Maximize room revenue and occupancy by reviewing status daily.
- Verify accurate room status information is maintained and properly communicated.
- Oversee and coordinate all arrivals and departures of special guests.
- Prepare and distribute welcome amenities.
- Oversee communication between guests and Guest Service Agents, ensuring service recovery.
- Maintain an organized and comprehensive filing system.
- Understand all aspects of Front Office computer systems.
- Enforce all cash-handling, check-cashing, and credit policies.
- Attend meetings and trainings as scheduled.
Requirements
- 3+ years of hospitality experience, preferably in the luxury hotel arena.
- 1+ year of leadership experience.
- Capacity to work varied shifts, including weekends and holidays.
- Ability to meet the demands of a 24-hour operation.
- Willingness to rotate overnight responsibilities (3x pm shifts and 2x overnight shifts weekly).
- Ability to maintain confidentiality of sensitive guest and colleague information.
- Willingness to stand for 6-8 hours at a time.
Skills
- Outstanding communication skills.
- Proficiency in Outlook Office (Excel, Word, Email).
- Experience with Opera Cloud is a plus.
- Outstanding organizational and time management processes.
- Knowledge of management company policies and property community policies.
- Ability to maintain a high level of professionalism in all interactions/situations.
Location
- Williamsburg
Work Type
- Full-time
Experience Level
- Leadership experience
Salary/Compensations
- $68,000-$70,000
About the Company
- The William Vale aims to blend the authenticity of the Williamsburg neighborhood with a forward-thinking approach to the hospitality experience.
- Offers a comfortable contemporary atmosphere combined with intuitive design and modern comfort.
- Prides itself on offering warm hospitality to all.
- Promotes a culture of respect, diversity, career growth and fun.
Equal Opportunity
- All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.