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Front Desk Manager

2 months ago

Santa Monica, United States Viceroy Hotel Group Full time

The Front Office Manager is responsible for administering front office functions and colleague supervision ensuring an efficient and enjoyable guest experience.The Front Office Manager ensures employee satisfaction and maximizes the financial performance of the department.

General Responsibilities Include:

  • Manage day to day operations of the Front Office Department ensuring quality standards and meeting guest expectations on a daily basis.
  • Develop financial goals for department and adheres to budget
  • Develop strategies and procedures to improve follow up with guests
  • Implement guest and employee recognition programs
  • Supervise Guest Services Managers, Guest Service Agents, Concierge, and PBX Attendants
  • Deal promptly and effectively with guest complaints and requests
  • Write performance evaluations and disciplines
  • Counsel, develop, and discipline colleagues
  • Communicate all policies and procedures to increase job knowledge, teamwork, and high morale
  • Ensure ready status of rooms daily and maintain key control
  • Work with our property management system H.I.S, and other interfaces as required
  • Plan and execute monthly department meetings
  • Oversee labor for the department and ensure completion of bi-weekly Payroll Reports
  • Collaborate with the Concierge, PBX, Reservations, Food & Beverage, and Housekeeping team to ensure a satisfactory experience for all guests
  • Display a friendly, courteous, and professional demeanor in all interactions with guests, patrons, and other colleagues
  • Listen to, and promptly acting to resolve, guest issues and requests
Skills/Knowledge Required:
  • Must possess a positive attitude
  • Must be energetic and outgoing
  • Must be service oriented
  • Must be a team player
  • Must be able to multi-task
  • Must possess excellent interpersonal, analytical, and organizational skills
  • Must have knowledge of basic arithmetic
  • Must have the ability to input data and access information on the computer
Physical Requirements:
  • Must be able to sit at a desk, walk, and stand for up to four (4) hours
  • Must be able to walk and stand for extended periods of time
  • Must be able to bend, stoop, squat and stretch
  • Must be able to occasionally lift up to 25 lbs.
  • Must have finger dexterity to be able to operate office equipment such as computers, printers, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed
  • Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity


Qualification Standards:

Education: High School required. College degree preferred.

Experience: 3-5 years previous experience in a similar position in a luxury hotel preferred

Licenses or Certificates: none

Grooming: All colleagues must maintain a neat, and well groomed appearance (specific standards will be provided)

The expected pay range for this position is $80,000.

Viceroy Hotel Group is a leading hotel company that combines desirable location, unique design, destination dining and personalized service that touches the heart and soul of our guests. As an industry leader in creativity and innovation, our hotels draw upon the diverse backgrounds and talent of our extraordinary team for optimal success.

EOE