Front Office Manager - Music Themed Hotel

This is a role involving management of the Front Desk, Housekeeping and Maintenance Staff & overall Hotel Operations, assistance to the Hotel General Manager and core management team, as well as occasional Front Desk Agent work (checking guests in and out, fielding guest inquiries, assisting guests with luggage or anything else needed, daily office tasks, etc.). Assists Core Management Team in hiring process \\- Quality control of front desk job duties and ensuring that a high level of customer service is offered to our guests in order to exceed their expectations. Maintaining of service standards and that guest issues or complaints are handled courteously and professionally \\- Front Desk & Housekeeping staff performance review, development, and discipline, with the help and input from Core Management Team \\- Develop and curate the Front Desk Training manual. Monitors supply inventories and seeks out alternative suppliers when necessary or as part of cost cutting measures \\- Assists Front Desk day to day in responding to questions or inquiries, processing reservations to free up Front Desk time to assist guests \\- Updating of OTA content/information as assigned by General Manager \\- Inspecting rooms for maintenance and cleanliness issues, potential improvements \\- Development and upkeep of checklists for various departments to ensure quality control \\- Assisting with MC Rehearsal operations and tasks assigned from Music City Rehearsal manager \\- Create, Implement and Maintain Housekeeping & Maintenance Standards including linens and cleaning supplies inventories \\- Maintains Key Control System \\- Reviews daily Front Desk Shift Reports and responds/takes action as necessary \\- Assist the General Manager and Maintenance Department in implementing and maintaining emergency procedures \\- Other duties and projects as assigned Customer Service: \\- Point of contact for complicated group reservations/inquiries or complicated guest issues, guest requests or items that need to be followed up on \\- Weekly responding to online feedback/reviews. Regularly reports to General Manager regarding status of online feedback and recommendations for improvements or changes \\- Regularly audits customer service processes and methods, gives feedback to staff for development and improvement \\- Maintains and informs staff of goals and progress for online reputation Reporting/Administrative: \\- Responsible for handling and processing of mail, digitizing and sending mail to correct parties \\- Prepares regular reports on Hotel Performance and tracks key performance indicators \\- Organization, cleanliness, and for maintaining filing systems for back office 112 \\- Ordering of office supplies for back office 112 \\- Assist Core Management Team with administrative duties related to HR Monthly Tenants: \\- Point of contact for tenant related issues and questions \\- Maintains and updates permanent tenant housekeeping calendar \\- Keeps up tenant ledger records and payments in relevant systems \\- Makes check deposits and local bank branch \\- Communicates with tenants regarding lease extension and move out/move in coordination \\- Responsible for marketing/listing of vacant monthly rooms, communication with applicants, room tours, and the leasing process Front Desk: \\- Responsible for all normal front desk duties when on front desk shift, and will be required to work some shifts on front desk or potentially cover unexpected absences.