Front Office Operations Manager

2 days ago

Santa Rosa, California, United States Sandman Hotel Full time
Job Description

Job Title: Front Office Operations Manager

Job Summary:

We are seeking a highly motivated and experienced Front Office Operations Manager to join our team at Sandman Hotel. As a key member of our front office team, you will be responsible for ensuring the seamless and efficient movement of guests in and out of the hotel, while providing exceptional levels of service throughout their stay.

Key Responsibilities:

  • Guest Service Standards: Ensure a high level of guest satisfaction by managing guest inquiries, complaints, and requests promptly and professionally.
  • Check-in and Check-out Procedures: Oversee check-in and check-out procedures to ensure a seamless and efficient process.
  • VIP Guest Service: Foster a positive and collaborative work environment and handle VIP guests, ensuring they receive personalized attention and service.
  • Staff Management: Recruit, train, and supervise front office staff, including receptionists, concierge, and night auditors.
  • Performance Evaluations: Conduct performance evaluations and provide feedback to staff members.
  • Scheduling and Payroll: Schedule staff shifts and manage payroll.
  • Record Keeping: Maintain accurate records of reservations, guest accounts, and billing information.
  • Interdepartmental Coordination: Coordinate with other departments (housekeeping, maintenance, food and beverage) to ensure guest satisfaction and operational efficiency.
  • Standard Operating Procedures: Implement and maintain standard operating procedures for the front desk.
  • Financial Management: Monitor and manage the front desk operations to ensure adherence to hotel policies and procedures.
  • Cash Handling: Ensure proper handling of cash, credit card transactions, and guest billing.
  • Financial Reporting: Prepare financial reports related to front desk operations.
  • Budget Management: Oversee the management of front office budgets and expenses.
  • System Training: Ensure front desk staff are trained and proficient in using hotel management systems.
  • Troubleshooting: Troubleshoot any issues with front office systems and coordinate with IT support as needed.
  • Front Desk Maintenance: Ensure the front desk area is clean, organized, and adheres to health and safety standards.
  • Safety and Security: Implement and enforce safety and security procedures for guests and staff.
  • Service Promotion: Assist in promoting hotel services and amenities to guests.
  • Marketing Collaboration: Collaborate with the sales and marketing team to develop and implement promotional strategies.
  • System Utilization: Utilize hotel management software to manage reservations, guest information, and billing.

Qualifications:

  • Education: Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
  • Experience: Proven experience in a supervisory or managerial role within the hospitality industry.
  • Skills: Excellent customer service and communication skills, strong leadership and team management abilities, proficient in hotel management software and Microsoft Office Suite.
  • Availability: Ability to work flexible hours, including nights, weekends, and holidays.
  • Problem-Solving: Strong problem-solving skills and ability to handle stressful situations calmly and effectively.

Compensation: The compensation for this position is $65,000.00/Yr. - $68,000.00/Yr. based on qualifications and experience.

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