Front Desk Manager

About us

At Yurbban Hospitality Group, we don't just provide lodging; we create lasting moments for our guests. We are a team passionate about service excellence, authenticity, and innovation. Every interaction with our customers is an opportunity to exceed their expectations, and we are looking for someone like you to help fulfill our mission.

What are our values?

WOW: We love originality and strive to surprise in every detail. We work with creativity, active marketing, and continuous innovation.

CONSCIOUS: We aim to improve the world through responsibility and sustainability. We initiate and collaborate on social responsibility projects to make a meaningful impact.

HONEST: We act ethically, making decisions that align with our culture. Transparency is a priority in all our actions and communications.

PASSION: We give our best in every challenge, having fun while putting ideas into action.

TEAM: We create together to achieve a shared goal, where every opinion counts.

Why work with us?

Working at Yurbban Hospitality Group is not just a job; it's an opportunity to grow, innovate, and make a difference. We foster a collaborative work environment where every voice is heard. We value creativity, social responsibility, and transparency. Here, your work will have a purpose, contributing to the success of the company while you grow both professionally and personally. We operate lodging and restaurants in cities across Europe and America (Barcelona, Madrid, Seville, San Sebastián, Miami, Chía, Bogotá, and Lima) under various brands, offering unique experiences to our guests.

What to expect working at Yurbban Hospitality Group?

If you're passionate about hospitality and enjoy solving technical challenges, we want to meet you. We're looking for someone who combines technical knowledge with excellent problem-solving skills. If you thrive in a dynamic environment and believe that every day is an opportunity to make a difference, this is your chance to join us. And of course, we also offer a variety of benefits for you to enjoy:

• Career plan within the Group with opportunities for growth.
• Regular afterworks.
• Continuous training and innovation.
• Permanent contract.
• Collaborative and dynamic environment: You will work with a team committed to ensuring guest satisfaction.
• Dental, vision, and life insurance.
• Employee discount.
• Paid time off & paid training.
• Referral program.
• Retirement plan.

What do we value?

Attention to Detail: You will ensure that all maintenance tasks are completed to the highest standards, ensuring a flawless experience for our guests.

Proactivity and Problem Solving: Anticipating issues before they arise and addressing them quickly is key to success in this role.

Teamwork: Collaborating with other departments is essential to keep our operations running smoothly.

Commitment to Safety: Maintaining a safe environment for both staff and guests is a top priority.

What are we looking?

We are looking for a Front Office Manager under the guidance of the Front Office Director, to ensure guest services, 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.

Duties & function:

• 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
• Ensure all guest requests/issues are logged
• 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
• Perform departmental administrative duties
• 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.

Additional responsibilities:

• Communicate effectively, both verbally and in writing, to provide clear direction to direct team members that fall under the front office department.
• Communicate with employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.
• Remain calm and alert, especially during emergency situations and/or heavy restaurant activity, serving as a role model for team and other employees. Interact with other department personnel and venue staff as needed.
• Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.
• Cover break, vacations and/or call outs as needed.

Supportive functions:In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the requirements of the company.

• Attend mandatory meetings including divisional meetings, staff meetings, etc.
• Participate in community events and ensure corporate social responsibility goals of Yurbban Hospitality Group are met.
• Utilize traditional software programs such as microsoft office (word, excel, outlook, and powerpoint), lightspeed and isolved along with any departmental specific systems used.
• Keep work area clean and organized.
• Ensure confidential documents are kept in a secure area.
• When disposing of confidential documents that contain any personally identifiable information, they must be shredded or pulverized.
• Complete other duties as assigned by the department head.
• Demonstrate positive leadership characteristics, which inspire team members to meet and exceed standards.
• Ensure compliance with Yurbban Hospitality Groups policies and procedures. Qualifications
• Bachelors 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
• An intermediate to proficient understanding of computer systems such as: OPERA, lightspeed, HUBOS, microsoft word, excel & outlook is preferred
• Enter and locate work related information using computers and/or point of sale systems
• Possess a gracious, friendly, and fun demeanor
• Ability to multitask, work in a fast-paced environment and have a high level attention to detail
• Maintain positive and productive working relationships with other employees and departments
• 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.
• Must be able to work inside and outside at all times of the year as needed, based upon business volumes.
• 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

Schedule: This position requires fully availability during mornings, aftenoons and Overnights. Weekends required.

Physical Demands Prolonged periods of being stand and working on computer/device. Must be able to lift 50 pounds or more. Must be able to twist, tow (push or pull), reach, bend climb and carry objects as necessary.

Work Authorization Employee must be legally authorized to work in the United States.

FSLA Classification Non-exempt

Join our team and be part of a hospitality experience where every guest interaction makes a difference. Apply today!