Job Requirements
Salary Range: $75,000 to $90,000 yearly
Day/Swing Shift Available. Weekends required
Join the leadership team at The Lodge at Turning Stone, a Forbes Four-Star luxury all-suite hotel where exceptional hospitality is at the heart of every guest experience. As the Front Office Manager, you'll lead a dedicated front office team, create memorable guest experiences, and help uphold the high standards that have made The Lodge one of New York's premier luxury destinations. If you're a hands-on hospitality leader who thrives in a fast-paced, guest-focused environment and enjoys developing teams while delivering personalized service, we'd love to hear from you.
What you will do as a Front Office Manager:
- Demonstrate exceptional guest service skills and promotes the same expectation from The Lodge team through mentoring and leading by example.
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Consistently demonstrate excellent decision making skills. Exhibits poise and composure when interacting with guests and coworkers regardless of the circumstances.
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Demonstrate thorough knowledge of the property management system to include packages, rate building and other essential functions. Trains management and supervisory team to also be proficient technically to avoid service issues.
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Knowledgeable in utilizing HotSos, DataMagine and other software systems to enhance the guest stay.
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Initiate and continually reiterates training to reinforce the expectation for Forbes 5 Star Service standards.
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Hold both the front desk and front services team accountable for service standards, image standards and operating procedures. Mentors team to overcome any deficiencies.
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Review sales daily and adjusts selling strategies accordingly to achieve 100% occupancy and maximum average rate.
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Ensure front office supervisors/receptionists have complete and up to date knowledge of company and departmental policies and procedures, as well as latest information on promotions, etc.
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Effectively manage staffing levels and scheduling to match coverage to projected business volume. Manages labor costs and demonstrates scheduling practices that are fair to staff. Follows staff replacement procedures.
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Interact with guests effectively, answering questions, solving problems in a timely manner to ensure guest have an exceptional stay.
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Present themselves in a professional, polished manner at all times.
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Assist and monitors daily tasks of team to ensure proper completion and standards are being met. Also assists guests with arrival and departure process.
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Keep inventory of supply/purchase orders are handled proactively with budgeting allowances adhered to.
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Communicate effectively with related departments to ensure systems are in working order and to also resolve guest’s issues or concerns.
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Prepare and distribute both 10 day and 30 day forecasts.
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Effectively complete comprehensive yearly budget for all pertinent Lodge departments. Monitors expenses to ensure they are in line with revenue generation.
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Generate and manages marketing initiatives to promote the Lodge and assist in meeting occupancy goals.
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Conduct effective interviewing and selection techniques. Works closely with Human Resources.
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Conduct department orientation for all new staff to ensure their on boarding process is positive and expectations are understood.
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Attend designated meetings and leads weekly Lodge meetings to include all departments.
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Conduct regular inspection Tours to ensure lobby and great room are being maintained to standard.
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Review P & L’s for accuracy and corrects any irregularities.
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Conduct department meetings at least monthly, complete with agenda and documented attendance.
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Effectively act as a liaison between all Hotel, Spa, Fitness, and Food and Beverage areas.
Who We Are:
We are Turning Stone Enterprises, a dynamic organization with a diverse range of business operations. Among our prominent offerings is the Turning Stone Resort Casino, which has received the prestigious Best of New York Gaming Resort award for an impressive six consecutive years. Complementing this flagship property, we operate satellite casinos like YBR Casino & Sports Book, Point Place Casino, and The Lake House at Sylvan Beach. Beyond gaming and hospitality, our portfolio also includes convenience stores, three 18 hole PGA-level golf courses, and other unique ventures.
Work Experience
To be successful as a Front Office Manager, you'll need:
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At least a 2 year college degree.
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A minimum of 3 years front office management experience in a Forbes 4 star Hotel/Resort environment.
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Thorough working knowledge of both Forbes and AAA standards at a Four Star/Four Diamond level.
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Excellent communications skills.
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Exceptional leadership skills.
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Computer skills with knowledge of Microsoft Word and Excel. LMS property management system knowledge is preferred.
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Outstanding guest service skills.
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The ability to organize/prioritize and complete multiple tasks simultaneously.
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The ability to stand/walk for long periods of time and lift up to 40 pounds.
What we value:
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Positivity – Team members who are passionate to learn, energetic to hit the ground running and willing to grow in a professional, team-oriented environment with a focus on guest service.
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Growth Opportunities – We offer a successful journey, including hands-on training and support to advance your career.
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Empowerment – We believe in our team members. With learning opportunities, career growth potential and recognition of outstanding performance, we encourage our team to take pride in their work.
Benefits
Why choose Turning Stone Enterprises?
Paid weekly
Variety of schedules
Paid time off
Tuition assistance
Career-building professional development
Discounts from dining to fuel to concerts
Team Member appreciation events
Quality healthcare and dental benefits
A robust 401k retirement plan
Dealer School
Finance Scholarship Program
Why You Will Appreciate Us:
At Turning Stone Enterprises, we prioritize the well-being and professional growth of our team members by offering an extensive array of benefits. From comprehensive medical, dental, and vision plans to a 401(k) and life insurance, we ensure your health and financial security. Our work-life balance support includes paid time off, paid holidays, and team member assistance programs. We’re also committed to wellness, with various programs and an upcoming 5,000-square-foot onsite medical center.
With over 4,500 team members across Central New York, we focus on delivering exceptional experiences for both our guests and staff. Our resources include training programs, complimentary shuttles, and career development initiatives, helping you reach your professional goals. Whether you're starting your career or advancing it, join us for a rewarding journey of growth and success at Turning Stone Enterprises. We look forward to welcoming you to our team!
