Mission Control Manager (Front Office Manager)

Position Overview: The Mission Control Manager oversees the daily operations of the front desk, ensuring a positive guest experience from arrival to departure. He/She supervises front desk staff, manage reservations, handle guest inquiries and concerns, and maintain smooth daily operations. This role requires strong leadership, excellent communication, and problem-solving skills. The Mission Control Manager reports directly to the Director of Rooms.

Major Duties & Responsibilities: Provide an issue free environment through motivation, support, empowerment and development of crew members. Always extend professionalism and courtesy to fellow crew members and guests. Deliver unparalleled service above and beyond the norm to exceed customer expectations. Always manage the Mission Control desk in all areas of responsibility while maintaining a positive attitude. Greet and acknowledge all guests in a warm and friendly manner while remaining calm with demanding guests. Execute guest cabin moves as needed and communicate such to Cabin Crew managers. Post charges from retail into the OPERA system and obtain payment from the guest. Learn the Hotel night audit systems and perform respective duties when scheduled to work the night audit shift. Assist guests with luggage requests. Solicit and communicate guest feedback for continuous improvement. Own customer complaints and issues and empower oneself to seek immediate resolve. Ensure timely follow up on matters involving other departments and communicate back to guests. Demonstrate self-confidence, energy and enthusiasm always. Always extend professionalism and courtesy to crew members and guests. Attend pre-shift meetings and be current on all in-house events and citywide attractions. Attend Mission Control quarterly meetings. Perform tasks as assigned by the Director of Rooms. Provide and assist guests with general services and information that enhances the YOTEL guest experience. Maintain current listings of area attractions, activities and transportation timetables. Maintain current YOTEL’s information including Food and Beverage hours of operation and upcoming events. Ensure thorough knowledge of safety and emergency procedures. Maintain absolute cleanliness and ordinance of all areas and displays at Mission Control. Ensure cash transactions are in full compliance with standard operating procedures and exercise great care in each instance. Lead and cover the shift in the absence of Senior Mission Control Managers ensuring YOTEL standards. This position description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the associated with the position. May perform other duties as assigned.