Front Office Manager

4 weeks ago

Inglewood, United States Sightline Hospitality Full time

Sightline Hospitality is seeking a **Front Office Manager** for a Hotel located in Inglewood.

The Front Office Manager reports directly to the General Manager and will lead and manage the daily operations of the front office. This person will provide support, training, and tools the front office staff require to the mission and vision for the guest. In addition, this person will carry out all responsibilities in a timely, accurate, and professional manner.

**ABOUT SIGHTLINE HOSPITALITY**:
San Francisco based Sightline Hospitality, LLC is a hotel management company of a portfolio of Full-service, Limited Service and Boutique hotels across the United States, including Hawaii. At Sightline we bring together people, places, and possibilities to redefine hotel management. Whether big box branded, soft branded, or independent hotels, we believe in soulful stays—the kind that stay with you long after you’re gone.

**Responsibilities**:

- Develop in-depth understanding of the property management system (OPERA) and functionality.
- To understand and respond to all guest needs and requests in a friendly, helpful, timely and professional manner.
- At the direction of, and often in conjunction with, the Hotel Manager and/or General Manager: Hire, train, and schedule, support, and review and discipline front office employees. Working to ensure that all front office staff members maintain the very highest possible levels of employee morale and department productivity.
- Provide gracious and sincere customer service to all arriving and departing hotel guests and visitors.
- Coordinate daily arrival/departure preparation, special requests, room assignments and guest amenity/recognition programs.
- Communicate service and amenities of the hotel to guests and provide concierge service as needed. Maintain a fluent knowledge of local restaurants, special events, city attractions, and outdoor activities.
- To diplomatically and effectively handle all guest complaints, referring to the Hotel Manager as necessary.
- To maximize hotel revenue through salesmanship, house control and maintenance of competitive pricing.
- To assist, as directed by the Hotel Manager and/or General Manager, in preparing annual departmental budget.
- Monitor and control departmental expenditures to ensure meeting operational standards while maintaining annual budget.
- Work closely with other departments in order to facilitate increased levels of communication and guest satisfaction.
- Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
- Coordinate relocation of guests when necessary.
- Conduct regular inventories of front office supplies to ensure stock is adequate and orders are placed as needed.
- Work with the Hotel Manager and/or General Manager to create comprehensive training/reference material for staff.
- Train staff on all SOPs and ensure there is understanding and compliance.
- Complete payroll and timekeeping logs to specifications, adhering to all company policies and state/local laws.
- Ensure that all front desk staff follow all specified procedures to correctly handle all cash, credit card, gift certificate and other transactions.
- Follow specified procedures to reconcile daily deposits, provide change, and prepare daily and/or weekly reports as directed.
- To promote and comply with all company policies and procedures.
- Monitor the front desk and lobby areas to ensure they are always clean and well organized.
- Be completely familiar with hotel emergency procedures, and provide calm, reassuring assistance to guests and fellow employees in the event of an emergency.
- To immediately take action and report all suspicious occurrences and hazardous conditions.
- To always maintain the cleanliness and safety of work areas.
- Focus on safety and the following of safe work practices by yourself and those under your direction. Including compliance with company safety standards, and state and local regulations that pertain to your department.
- To conduct in conjunction with the Hotel Manager and/or General Manager regular departmental operations meetings.
- To attend all mandatory meetings as directed.
- To perform other tasks, including cross-training, as directed.

**Essential Experience/Aptitudes**:

- Four-year college degree preferred
- Three plus years of progressive Front Office/Guest Service experience including management experience, or an equivalent combination of education and experience.
- Must speak and write English fluently, other languages are a plus.

**Desired Skills/Experience**:

- Excellent interpersonal skills and the ability to work well with co-workers, vendors/contractors, and the public.
- Possess a courteous, friendly and professional manner.
- Independent thinker and a ‘quick study’.
- Good team player and leader.
- Ability to effectively manage staff to maintain a high level of morale and productivity.
- St

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