Front Office Manager

Position : Front Office & Guest Services Mgr

Location: Rancho Santa Fe

Department: Front Office

FLSA Status: Exempt

Reports To: Director of Operations

Revised Date: June 2013

SUMMARY

The Front Office Manager oversees and leads the day to day operation of the front office including (Front desk, Concierge, PBX, Gate Greeter and Guest services) ensuring that highest standard of services are maintained. The Front Office Manager should possess strong communication skills and demonstrate leadership abilities. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. This position will respond quickly to guest requests and/or complaints in a friendly manner and ensure that appropriate action is taken to guarantee guest satisfaction. The person in this role also is a seasoned trainer in both technical and service related practices and tasks; leads FORBES and AAA training and ensures adherence to the same.

ESSENTIAL FUNCTIONS

1. Responsible for short and long term planning and the management of the hotel's Front Office and Guest Services operations
2. Develop and recommend the budget, labor cost plans and objectives and manages within those approved plans
3. Maintain guest room inventory
4. Perform all tasks of a Front Office and guest services staff as needed to facilitate service
5. Maintain excellent communication with other departments especially with Reservations and Housekeeping department
6. Maintain information on prices, rates, specials, packages, programs, etc, while ensuring all staff is trained in all areas
7. Strive to improve service performance
8. Analyze, investigate, and resolve guest complaints
9. Create expectations, lead staff, manage processes, and hold people accountable for the agreed upon activities and time tables
10. Insure proper staffing levels for customer service goals
11. Empower employees to provide excellent customer service
12. Provide feedback to employees based on observation and service behaviors
13. Trains staff and enforces adherence relating to cash handling and payment handling policies
14. Ensures associates receive timely and meaningful performance reviews in accordance with Human Resources Department guidelines.
15. Follows all guidelines for proper performance management, working closely with Human Resources Management when formal documentation is required.
16. Ensure that personnel and payroll documentation and processing is submitted to Human Resources and Payroll Administrator in a timely manner and within property guidelines.
17. Set a positive example for guest relations
18. Implement the guest recognition/service program , communicate and ensure the process
19. Interact with guests to obtain feedback on product quality and service
20. Monitor adherence to all credit policies and procedures to minimize disputes
21. Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrate honesty/integrity; lead by example
22. Establish and maintain open, collaborative relationships with employees
23. Ensure employee recognition is taking place on all shifts
24. Communicate critical information from staff meetings, pre and post convention meetings to the Front Office staff
25. Participate in and support hotel and company efforts towards sustainability and environmental initiatives as part of the Planet Green program.
26. Perform other duties as directed, developed or assigned.
27. Actively participates in safety programs and abides by all injury reporting and safety behavior requirements.
28. Participate in and support hotel efforts towards community service, sustainability and environmental initiatives.
29. Perform other duties as directed, developed or assigned.

Requirements

QUALIFICATIONS

Required

1. Two years or more College degree from an accredited University in Hotel and Restaurant Management, Hospitality, Business, or related major.
2. Minimum of two years Front Office Manager experience in four or five diamond resort
3. Knowledge of property management system preferably Opera.
4. Ability to communicate in English with vendors, guests and staff to their understanding
5. Excellent English written and verbal communication skills.
6. Flexible work schedule including weekends, holidays and evening shifts
7. Valid CA Drivers license and ability to operate golf carts and hotel cars

Desirable

1. Prior Five Diamond Resort and Spa experience
2. Verbal communication in Spanish
3. Experience as Room Attendant and Supervisor.
4. Previous experience in other Rooms Division departments

SKILLS

Required

1. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardizations exist.
2. General computer skills
3. Ability to motivate assigned staff and maintain a cohesive team.
4. Ability to motivate assigned staff training needs and provide such training.
5. Ability to focus attention to details.
6. Ability to maintain confidentiality of hotel guests and pertinent hotel information.
7. Ability to ensure security of guest room access and hotel property.
8. Ability to prioritize, organize and follow through.
9. Ability to resolve problems using good judgment

Desirable

1. Foreign language communication skills.
2. Previous Resort renovation or grand opening experience

TRAVEL REQUIREMENTS

1. Infrequent local travel may be required

PHYSICAL DEMANDS

1. Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing. Have frequent need to perform standing and walking activities related to inspecting property.
2. Constant need to perform the following physical activities: grasping, turning, finger dexterity.
3. Occasional need to stand for long periods of time.
4. Lifting/carrying up to 25 lbs. frequently and 45 lbs. occasionally.
5. Vision requirements: constant need to view small print. Frequent need to see small details and things clearly beyond arms' reach.
6. 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,

NOTE: A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job related duties assigned by their supervisor.