Front Office Manager Assistant

2 days ago

Rancho Santa Fe, California, United States Rancho Valencia Resort & Spa Full time
Job Summary

We are seeking a highly skilled and experienced Front Office Assistant Manager to join our team at Rancho Valencia Resort & Spa. As a key member of our Front Office team, you will be responsible for assisting the Front Office Manager in overseeing the day-to-day operations of the Front Office, including the Front Desk, Concierge, PBX, Gate House, Guest Services, and Night Audit. Your primary goal will be to ensure that the highest standards of service are maintained, and that our guests have an exceptional experience.

Key Responsibilities
  • Assist the Front Office Manager in supervising and managing employees, ensuring that all day-to-day operations run smoothly and efficiently.
  • Develop and recommend budgets, labor cost plans, and objectives, and manage within approved plans.
  • Maintain guest room inventory and perform all tasks of a Front Office and Guest Services staff as needed to facilitate service.
  • Actively participate in Resort safety programs, abide by all injury reporting and safety behavior requirements, and lead safety training within the department.
  • Train staff and enforce adherence to cash handling and payment handling policies.
  • Assist the Manager in offering associates timely and meaningful performance reviews in accordance with Human Resources Department guidelines.
  • Follow all guidelines for proper performance management, working closely with Human Resources Management when formal documentation is required.
  • Ensure that personnel and payroll documentation and processing are submitted to Human Resources and Payroll Administrator in a timely manner and within property guidelines.
  • Maintain proper inventory levels of all required supplies, including guest key cards, arrival and children amenities, and paper supplies.
  • Maintain excellent communication with other departments, especially with Reservations and Housekeeping.
  • Maintain information on prices, rates, specials, packages, programs, etc., while ensuring all staff are trained in all areas.
  • Strive to improve service performance.
  • Analyze, investigate, and resolve guest complaints.
  • Ensure proper staffing levels for customer service goals.
  • Empower employees to provide excellent customer service.
  • Set a positive example for guest relations.
  • Implement the guest recognition/service program, communicate, and ensure the process.
  • Interact with guests to obtain feedback on product quality and service.
  • Monitor adherence to all credit policies and procedures to minimize disputes.
  • Utilize interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial/business decision making; demonstrate honesty/integrity; lead by example.
  • Establish and maintain open, collaborative relationships with employees.
  • Ensure employee recognition is taking place on all shifts.
  • Communicate critical information from staff meetings, pre and post-convention meetings to the Front Office staff.
  • Function in place of the Front Office Manager in their absence.
  • Participate in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
  • Supervise and inspect PM housekeeping services when needed.
  • Actively participate in safety programs and abide by all injury reporting and safety behavior requirements.
  • Participate in and support hotel efforts towards community service, sustainability, and environmental initiatives.
  • Perform other duties as directed, developed, or assigned.
Requirements
  • Two years or more College degree from an accredited University in Hotel and Restaurant Management, Hospitality, Business, or related major.
  • Minimum of two years Rooms Division experience in four or five diamond resort.
  • Knowledge of property management system preferably Opera.
  • Ability to communicate in English with vendors, guests, and staff, to their understanding.
  • Flexible work schedule including weekends, holidays, third shift, and mainly evening shifts.
  • Previous Management or high-level Supervisory experience in a resort environment.
  • Valid CA Drivers license and ability to operate golf carts and hotel cars.
Desirable
  • Prior Five Diamond Resort and Spa experience.
  • Dynamic and personable.
  • Previous experience in other Rooms Division departments.
Skills
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardizations exist.
  • Strong computer skills.
  • Ability to motivate assigned staff and maintain a cohesive team.
  • Ability to provide training, monitor staff performance, and provide corrective direction in accordance with property guidelines.
  • Ability to focus attention to details.
  • Ability to maintain confidentiality of hotel guests and pertinent hotel information.
  • Ability to ensure security of guest room access and hotel property.
  • Ability to prioritize, organize, and follow through.
  • Ability to resolve problems using good judgment.
Travel Requirements
  • Infrequent local travel may be required.
Physical Demands
  • Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing.
  • Frequent need to perform standing and walking activities related to inspecting property.
  • Constant need to perform the following physical activities: grasping, turning, finger dexterity.
  • Occasional need to stand for long periods of time.
  • Lifting/carrying up to 35 lbs. frequently and 50 lbs. occasionally.
  • Vision requirements: constant need to view small print. Frequent need to see small details and things clearly beyond arms' reach.
  • Hearing requirements: constant need to speak on telephone and/or two-way radio, respond to general public, and converse with staff. Ability to hear fire alarms and emergency equipment.
Salary Description

$70,000+ Incentives, Medical, Vacation, 401K

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