Job Description:

The iconic Wolfeboro Inn on Lake Winnipesaukee is actively searching for a passionate, organized, and customer-focused Front Office Manager to lead our operations team and housekeeping department.

The right candidate will be a hands-on leader, working full shifts interacting with guests directly at the front desk. In this boutique hotel setting, 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 is required.

The Wolfeboro Inn and Wolfe’s Tavern, managed by Hay Creek Hotels, "the Jewel of Lake Winnipesaukee", positioned on the shores of Lake Winnipesaukee in the historic small town of Wolfeboro, NH. It offers 44 lodge-styled guest rooms and one of the only authentic New England pubs in the Lakes Region, Wolfe's Tavern. Wolfeboro is a highly seasonal family-friendly summer destination with unlimited outdoor activities and astounding lake views. Visit wolfeboroinn.com and wolfestavern.com for more information. Be sure to Follow @Hay Creek Hotels on Linkedin for future employment updates!

Salary $55k-$58k, based on experience.

Job Summary:

• Directly manage all front desk agents, night auditors, and guest service associates, 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.

• 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.

• Work closely with Housekeeping supervisor closely on all in-house room requests, issues, and room status’. Assist with Lost and Found management. Ensure Lost and Found procedures are followed accordingly. 

• 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.

• Assist in the cleaning and inspecting of the entire property, with the ability to perform all duties required of subordinate Guest Room Attendants, Laundry Attendants, and Public Space Cleaners.

• Investigate all guest complaints and maintenance issues. Responsible for resolving, responding, and adjusting operations as needed.

• Keep a thorough inventory of all guest room needs, linen, rooms glassware, amenities etc. Place product orders timely and manage housekeeping costs effectively through vendor relations and appropriate ordering.

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.

Experience and Skills:

• Recent 2+ years Hotel Front Office Management experience
• Strong background in Rooms Division, with natural customer service skills
• Strong experience in Property Management software (Room Master a plus)
• 1 Year housekeeping experience
• 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