Established in January 2025, Collared Martin Hospitality operates the Faraway brand, along with a collection of independent lifestyle & luxury boutique hotels, restaurants, and cocktail clubs. Currently, we operate across Blue Flag Capital's award-winning portfolio of more than $1 billion of hospitality real estate assets. We value the power of genuine, personal relationships, inspired by the Collared Martin’s symbolism of exploration, loyalty, and homecoming. Our commitment to infusing soul back into hospitality and creating a culture rooted in profound attention to detail and local authenticity ensures that every interaction is an opportunity to connect and inspire. We pride ourselves in making each property a destination that resonates with its setting, where the experience itself becomes the true souvenir.
The Front Desk Manager is dedicated to delivering exceptional hospitality and service excellence, with a focus on creating memorable guest experiences while driving operational efficiency and employee engagement. Situated at a family-friendly summer resort destination, this role features an array of premium amenities, including family-oriented activities, spacious accommodations, a vibrant pool area, and personalized guest services tailored for all ages.
Reporting directly to the General Manager, the Front Desk Manager will play a pivotal role in executing the shared vision of the ownership group for this distinguished property. This position collaborates with all hotel operations and directly oversees all front desk, night audit, concierge and bell/valet staff. including front office staff. The Front Desk Manager is responsible for maximizing profitability, enhancing guest experiences, and fostering a culture of excellence among the team. The ideal candidate will possess strong leadership abilities, luxury service expertise, and a passion for creating unforgettable moments for families in a welcoming resort environment.
Location:
Marthas Vineyard, Massachusetts
PRIMARY RESPONSIBILITIES/ESSENTIAL FUNCTION
Guest Experience & Service Excellence:
Ensure a high level of guest satisfaction from arrival to departure.
Curate personalized experiences that reflect the hotel’s unique character.
Maintain professional standards for ambiance, cleanliness, and employee appearance.
Actively engage with guests and local community to build relationships.
Utilize guest feedback to continuously improve service quality.
Ensure all concierge and front desk staff have a robust knowledge of the local area and are regularly sharing this information with all guests.
Operational Management:
Oversee daily property operations to ensure efficiency and adherence to brand standards.
Manage property expenses to maintain fiscal responsibility and profitability.
Optimize inventory management processes for seamless operations.
Implement technology solutions to enhance operational effectiveness.
Respond to all financial and billing inquiries administratively in Opera including chargebacks, guest requests, complex billing scenarios and open folios in a timely manner to ensure maximum revenue capture.
Regularly report on operational performance metrics to align with budget objectives.
Team Leadership & Development:
Build and inspire a high-performing team aligned with service standards.
Lead by example, demonstrating professionalism and a strong work ethic.
Provide training and development opportunities to staff for personalized service delivery.
Foster a collaborative environment by assisting team members as needed.
Promote a positive workplace culture that values professionalism and innovation.
Collaboration & Coordination:
Partner with relevant departments to ensure cohesive operations and guest experiences.
Work closely with the Sales team to manage events and specialty programming.
Coordinate with maintenance teams to uphold property standards and address repairs.
Build relationships with stakeholders to support operational objectives.
People Support:
Championing a positive workplace culture and enhancing team member engagement.
Collaborate with HR to ensure compliance with employee obligations and policies.
Assist in managing visa processes and housing logistics for seasonal staff.
Support employee development initiatives to enhance retention and growth.
Crisis Management & Problem Solving:
Identify and address operational challenges with creativity and professionalism.
Respond promptly to guest complaints, ensuring alignment with service excellence.
