Front Office Manager

Hay Creek Hotels of Kennebunkport is actively searching for a passionate, organized, and customer-focused Front Office Manager to lead our team.

The right candidate will be a hands-on leader, often working full shifts interacting with guests directly at the front desk. The ideal candidate must be willing and able to participate in daily duties to better the overall success of the team and ultimate satisfaction of the customer. Weekend availability for high volume days is required and expected.

Hay Creek Hotels of Kennebunkport encompasses multiple properties managed by Hay Creek Hotels; the Breakwater Inn and Spa, Striper’s Waterside Restaurant, and the Beach House Inn. The Breakwater Inn and Spa is situated on the Kennebunk River, offering 35 guest rooms with incredible views of coastal Maine. Nearby, the Beach House Inn adds an additional 35 guest rooms. Guests at both properties are encouraged to enjoy elevated New England cuisine at Striper’s Waterside Restaurant and spa services from the public Breakwater Spa. Visit thebreakwaterinn.com, beachhseinn.com, and stripersrestaurant.com for more information. Be sure to Follow @Hay Creek Hotels on Linkedin for future employment updates!

Job Summary:

• Directly manage all front desk agents and night auditors, including recruitment, interviewing, hiring, training, scheduling, evaluating, coaching, disciplining, and motivating of staff. Consistently practice, lead, and train associates on all procedures and service standards.
• Have an expert working knowledge of hotel property management system (Room Master). Troubleshoot PMS integrations, load rates and packages, ensure all guest service agents are well versed in navigating the system, and verify transactions are posted correctly. Review PMS repots daily.
• Perform daily front desk agent duties including; communicate room availability, book and review guest reservations, operating multi-line phone system, check in/out, issuance of guest keys, verifying payment, and coordinating bell services.
• Lead staff by professionally handling escalated guest complaints, problem-solving, and follow up with all guest complaints, maintenance issues, and safety concerns.
  
• Have a thorough knowledge of local amenities, hotel services, shopping, dining, entertainment, and travel directions. Have full knowledge of all parking options, guest charges, and fees. Working knowledge of all rates, packages, and booking restrictions.
• Supervise all cash and accounting practices performed at the front desk.
• Maximize Yield Management. Oversee and manage forecast, schedule, and reservation transaction reports daily. Manage and maintain all third-party reservation sites and rates offered.
• Work closely with Sales department to develop creative packages and promotions to maximize sales and overall guest experience. Create personalized amenity options, working with F&B and Marketing team. Work with Corporate Media Manager to ensure promotions are effectively promoted digitally.
• Assist with Lost and Found management. Ensure Lost and Found procedures are followed accordingly.

Hay Creek offers an extensive benefit and incentive package, including;

• Insurance Benefit package, to include Company-funded Medical, Dental, Vision, Life, Disability, Accident, and Critical Illness
• Competitive Salary/Wages
• Competitive Paid Time Off Structure including Vacation, Sick, Holiday Pay, Jury Duty Leave, and Bereavement Leave
• Standard Annual Performance/Salary Reviews
• Merit and Cost of Living Adjustments
• Complimentary Meals Daily
• Free Parking
• Employee and Friends & Family Lodging Discounts as low as forty-nine dollars per night at all HCH Properties
• Discounts at specific property partners (NEIRA, Historic Hotels of America)
• 50% Discount when Dining at any HCH Property
• Industry Discounts through Working Advantage (Entertainment Tickets, Hotels, Rental Cars, Outdoor Activities, Restaurants, etc.)
• Discounts at each of our Spas, Golf Courses, Fitness rooms/programs and other featured amenities
• Supportive, open-door policy work environment
• Work Culture that is fun, energetic and motivating
• Employee Recognition Program - 'Delight and Surprise Dollars'
• Accelerated Career Advancement to include professional enrichment, conferences & classes, and manager in training programs.

• Recent 2 years Hotel supervisory experience required
• Strong background in Rooms Division, with natural customer service skills
• Strong experience in Property Management software (Room Master a plus)
• Excellent verbal and written communication skills.
• Strong knowledge of revenue management and online booking agents
• Cost Management skills, with the ability to meet or exceed strict budgetary expectations.
• Hotel forecasting experience
• Comfortable with managing and leading a team with motivation, accountability, and regular follow-up
• Ability to establish a strong service culture and maintain high customer service standards
• Ability to multitask, adapt to change, think quickly, and prioritize effectively in a fast paced and demanding environment while maintaining calmness, composure, and hospitality
• Successful completion of background and/or DMV check.