Miraval Berkshires Resort and Spa
Your journey begins now!
It is our ongoing purpose to bring imagination, authenticity and meaning to wellness. Each day we work to bring out the best in all we do for our guests and colleagues (you) to take comfort in.
Candidates interested in joining us on this journey need to believe in the power of the individual and understand that regardless of the job, every position has meaning and is important to Miraval’s purpose.
The Front Office Manager, under supervision of Director of Guest Experience, will direct, plan, organize and coordinate the activities of all Front Office operational areas to include: Guest Relations, PBX, Transportation, Night Audit and Bell Staff. They will support the front office operations to deliver a seamless and memorable service experience for every guest, from pre-arrival to departure. By embracing and modeling Miraval’s values, they will work to ensure the prompt and complete handling of guest needs and the professional and timely resolution of guest issues and complaints.
Essential Functions:
- Supervise, delegate responsibility to and serve as primary person responsible training for new staff. Meet regularly with Director of Guest Experience and provide feedback to staff members to ensure that individual and departmental performance goals are being accomplished.
- Assist in the development of and update SOP’s, training manuals, policies and procedures for all front office operations. Ensure information is accurate and complete change as processes evolve.
- Perform functions for various departmental positions as needed, according to operational demands; support front desk and bell teams in daily operations as needed.
- Initiate and record incentive programs and recognition activities to keep staff motivated and engaged.
- Use and maintain all channels of communication such as logs and pass-alongs to ensure all staff are receiving critical information.
- Ensure guest satisfaction through appropriate resolution of all issues and complaints. Keep Director, Resort Manager, and General Manager apprised of serious guest matters, and forward appropriate information to other management staff for follow-up as needed.
- Review and follow up on issues outlined in Medallia Guest Feedback Surveys and share information with staff for training or recognition purposes.
- Alongside Director and Resort Manager, proactively liaise with Reservations, Marketing, Sales, Programs, Revenue Management and other key departments on a regular basis to ensure clear understanding of promotions, packages, procedures and availability of resort offerings.
- Manage execution of Authentic Circle (guest loyalty) and VIP services programs (FHR, World of Hyatt, and Chase, etc). Ensure team is up-to-date on relevant training. Raise concerns and recommend changes and improvements as needed.
- Implement procedures for and maintain accuracy of all cashier posting functions and ensure staff adherence to all resort Accounting, billing and credit policies.
- Ensure full team understands accurate processing of all gift certificate transactions.
- As needed, work with IT department to ensure that all systems and technology are optimized. This includes understanding of maintenance needs for PMS, call accounting system, keycard system, credit card system, POS system for retail, spa and F&B and interface controller.
- Maintain consistent standards of guest orientation and escorted arrival tour procedures.
- Monitor accuracy of all front office / housekeeping statuses including discrepancies and out of order rooms, liaising with housekeeping management.
- Manage proper handling of room waits and room moves.
- Implement and maintain the established standards for excellent telephone skills including timeliness of answering, message taking/retrieval, handling Do Not Disturb requests, guest confidentiality issues, etc.
- Serve as Manager on Duty as assigned, executing daily checklist tasks and following up on/absorbing supervisor and AFOM duties as needed.
- Attend managerial meetings as directed and promotes and participates in property-wide programs.
- Execute and manage special projects and perform other duties as assigned by Director of Guest Experience, Resort Manager, or General Manager.
- Maintain open and appropriate communication regarding trends and concerns with Director of Guest Experience, Resort Manager, and General Manager.
Miraval is a place where high expectations aren't just met-they're exceeded. It's a place of outstanding rewards, where talent opens doors to exciting challenges in the wellness industry. It's a place where career opportunities are as unlimited as your imagination. Discover your place to shine in our warm, respectful, and inclusive culture.
We thank you for your interest. Be well.
Miraval Berkshires offers:
- World class resort
· Awarded Fortune’s 100 best companies to work for
· Unlimited use of our fitness center, yoga classes, and lectures
· Tuition or wellbeing reimbursement
· Free golf
· Employee discounts on all spa services and programming
· Discounted rates at Hyatt Hotels
· Positions with flexible schedules
Qualifications
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Bachelor Degree in Hospitality Management or a related field of study or equal work experience
- Extensive knowledge of front office operations, with a minimum of 3 years of Guest Services/Front Office Management experience in a luxury hotel or resort
- Maintain Miraval Brand Standards of appearance, with exceptional verbal and written communication skills
- Excellent computer skills to include strong knowledge of or ability to master use of Microsoft Office programs and expert-level knowledge of PMS systems (Opera, Resort Suites, Reserve, Colleague Advantage preferred)
- Exceptional people skills and ability to connect with and lead diverse groups and individuals
- Highly organized with ability to successfully manage multiple and competing priorities
- Must be extremely detail oriented, with exceptional leadership, follow through and project management skills
- Willingness and ability to work a flexible schedule, including nights, weekends and holidays
