The Quin is Boston’s newest private members-club dedicated to bringing together a diverse group of leaders, creators, and innovators who are interesting and interested in leaving a lasting impact in the community. In reflecting The New Boston, we don’t just care about what you do, but rather, who you are. We are a small, nimble team of hospitality and real estate industry experts looking for passionate, creative thinkers to join our team. Join us on our mission to create a community of impact for generations to come.
WHO ARE WE LOOKING FOR?
The ideal candidate is a driven self-starter with an entrepreneurial spirit who is passionate about anything hospitality, people, talent development, teambuilding, and people culture champion. They enjoy being part of a start-up environment and are committed to be a team player. They should have a demonstrated ability to think analytically about the business, have keen financial acumen, excellent people leadership skills, question proposed processes and initiatives, an abundance of creativity, desire to provide highly personalized services, have a critical eye for detail, and have high expectations and standards.
PRIMARY RESPONSIBILITIES
The Front Office Manager/Front of House Manager is responsible in the direction and administration of Front Desk, Valet Parking, Spa/Gym, Door, Housekeeping/Public areas, and Overnight cleaning operations. This position will have oversite to No.284 Guest House. The Front of House Manager is responsible for leading the front desk staff and housekeeping staff in achieving the operational and financial goals, managing the performance, maintaining the facilities in accordance with The Quin standards, and ensuring high member and guest satisfaction.
ABOUT THIS ROLE
- Provide leadership to Front of House Teams, including Ambassadors, Housekeeping, Bell/Door, Spa/Gym, Overnight, and valet.
- Instill a culture and work environment based upon respect; providing coaching for staff to learn, grow and develop their abilities through training of employees and creating a positive, productive working environment
- Be the face of the ‘Quin to visiting members, providing luxury service to our Members and guests.
- Manage and coordinate the planning, organizing, training and leadership necessary to achieve stated responsibilities in sales, costs, employee retention, member satisfaction, rooms quality, cleanliness and sanitation
- Implement overall rooms sales strategy that aligns with organizational policies and goals
- Manage and maintain rooms inventory controls including, but not limited to, room accommodation and rate inventory controls, implementation of blackout dates, maintaining demand information and managing sellout strategies
- Develop and recommend the annual budget, marketing plans and objectives and manages within those approved plans
- Create training manual and training plan for all Front of House Departments; facilitate trainings for team
- Monitor and analyze cost center financial performance and contribution to club’s profitability
- Implement and maintain rooms marketing and other marketing activities and club programming initiatives
- Hire, train, empower, coach and counsel, performance and salary reviews
- Manage payroll, reports, forecasts, inventory, and budget for rooms
- Implement procedures to increase member and employee satisfaction
- Understand and enforce all policies, procedures, standards, specifications, guidelines, and training programs for The Quin
- Supervises the work activities of housekeeping staff
- Distributes keys and work assignments to staff
- Addresses guest complaints regarding rooms and housekeeping services
- Monitors linen and guest supply inventory
- Reports any maintenance repairs to maintenance staff, records repair information in maintenance log
- Completes follow-up on vacant or occupied rooms
- Assumes functions of Housekeeper as necessary
- Handle all member interactions with the highest level of hospitality expertise and professionalism – accommodating special requests whenever possible; assists residents in all inquiries in connection with The Club services, hours of operations, in-house events, directions, etc. Responds to all member requests in an accurate and timely manner making recommendations based on local knowledge
- Ensure that collateral and information for vendors, restaurants, museums, attractions, maps, and other local attractions are updated and current. Is knowledgeable about what activities are available in the local vicinity (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close relationships with vendors in these areas in order to provide information, transportation, ticketing, and reservations for residents
- Monitor the fire alarm panel; responds to any emergency, such as providing access to emergency personnel - fire department, ambulance, etc
- Manages the lost and found program.
- Assume 100% responsibility for the quality of services provided
- Continually strive to develop the staff in all areas including, Front Desk, Valet Parking, Spa/Gym, Door, Housekeeping/Public areas, Overnight cleaning and No. 284 Guest House, for managerial and professional development
- Oversee and ensure that policies on employee performance appraisals are followed and completed on a timely basis
- Fully understand and comply with all federal, state, county and municipal regulations that pertain to health, safety and labor requirements of the club, employees and members
- Investigate and resolve member complaints
- Assume additional tasks assigned to you by your direct supervisor or any manager of The Quin that are reasonable requests
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear, stand, sit, walk, frequently climb multiple flights of stairs, use hands and reach with hands and arms. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl and taste or smell. The employee must frequently lift and/or move up to 40 pounds.
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