Front Desk Director

The mission of Yurbban Hospitality Group is to bring happiness to people through project management related to the tourism sector, following these values:

WOW!: We love originality and strive to surprise in every detail. We work from creativity, active marketing, and continuous innovation.
CONSCIOUS: We aim to improve the world through responsibility and sustainability. We implement and collaborate on social responsibility projects to contribute actively.
HONEST: We act ethically, making decisions consistent with our culture. We prioritize transparency in our actions and communication.
PASSION: We give our best in every challenge, having fun when putting ideas into action.
TEAM: We create together to achieve a shared goal where every opinion matters.

We currently operate lodging and restaurants in cities like Barcelona, Madrid, Sevilla, San Sebastian, Miami, Bogotá, Chía, Lima under the brands Yurbban Hotels, UMA House by Yurbban, UMA Suites, The Spot for Living and Spotty Hostel.

We are looking for a Front Office Manager under the guidance of hotel manager, ensure guest services runs as an efficient and organized unit; act as the main contact/service center for internal and external guests; increase communication between departments throughout the property by coordinating the process of receiving and resolving guest issues and requests.

Gain guest loyalty by utilizing the provided systems and tools consistently and efficiently while providing leadership and direction for the front office department, including training, motivating and managing the employees.

About the role:

• Supervise front office employees to ensure prompt and complete resolution of guest calls and requests

• Monitor trip advisor campaings, VIP arrivals, breakfast coupons, office supply inventory and commision reconciliations.

• Oversee the front office department operation and ensure all telephone calls/inquiries are answered within three rings and using proper telephone etiquette

• Ensure each employee is expected to carry out, within their capabilities, all reasonable requests by management

• Track all guest issues from various sources and report results. Identify trends for resolution.

• Address complaints; serve as manager on duty as needed

• Track and maintain records of all guest issues and recovery from tripadvisor/guest alerts/glitch log in HUBOS (once implemented)

• Monitors and reviews guest comments via the reviewpro to identify areas for improvement and shares with staff to assist in improving guest satisfaction, guest relations and guest loyalty scores and responds directly to guest as necessary

• Ensure that all department equipment is in proper working condition and that department areas and storerooms are clean

• Assist in recruitment, hiring, training, orientation of and communication to department personnel.

• Schedule and supervise staff to ensure prompt, friendly, and attentive service

• Ensure compliance of brand standards, operating procedures and policies

• Facilitates the training and development of all employees to Yurbban Hospitality Group standards.

• Participate actively in front desk up-selling and cross-selling.

• Review daily front office tasks and reports generated by Night Audit.

What do you need?

• Bachelor’s degree preferred. High school diploma or equivalent required

• Minimum two (2) years of management experience in a front office leadership role, preferably in an upscale or lifestyle brand hotel

• Proven team leader with a high level of energy and motivation with a proven track record of living the company's values

• Ability to multitask, work in a fast-paced environment and have a high level attention to detail

• Ability to work independently and to partner with others to promote an environment of teamwork

• Must be able observant and quick to respond to various situations while also multitasking and handling stressful situations.

• Must have excellent communication skills and be able to read, write, speak and understand english. Desirable level of Spanish.

• Knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations

 Benefits

• Competitive salary

• Discounts on branded products.

• Joining a young company committed to the welfare of its employees.

• Career plan within the company.

• Training and Continuous Innovation.

• Regular afterworks, teambuildings & more
• Paid time off
• Parking Discount.