Front Office Manager

2 weeks ago

Palm Springs, United States Jobs for Humanity Full time
Job Description

SUMMARY
Come as you are. Ace Hotel & Swim Club seeks kind, curious and industrious humans to join our family.

Our 179-room hotel, spa and resort in the shadow of the San Jacintos, Ace Hotel & Swim Club transforms a former Howard Johnson into a mid-century desert oasis. Home to a stargazing deck, a couple of very deep pools and cosmic energy from here to the horizon line. 

The Front Office Manager provides quality and efficient customer service to guests through the daily management of the Front Office team which includes assisting with the hiring process, motivating, recognizing and rewarding, coaching, counseling, training and problem solving. The Front Office Manager assists the General Manager with development, analysis and implementation of reward/recognition programs. Responsible for the display, purchase and inventory control of Retail Products in the hotel. Oversee Bell/Valet operation to ensure all safety protocols are being followed and that excellent service is being provided by all members of the team. 

CORE FOCUS & ESSENTIAL RESPONSIBILITIES

Qualified candidates must be able to satisfactorily complete the following responsibilities. Other duties may be assigned.

  • Provide daily direction and communication to employees so that guest’s service needs are met in a timely, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. This position is also responsible for suggesting methods to improve operations, efficiency and service to both internal and external customers. 
  • Provide performance feedback and coaching on a regular basis to each team member. Assist the Hotel Manager in writing and administering performance reviews for skill improvement. 
  • Be available for employees or guests that experience problems or challenges, providing appropriate coaching, counseling, direction and resolution utilizing all resources available.
  • Ensure employees have appropriate training and other resources to perform their jobs. Create and maintain a high quality work environment so team members are motivated to perform at their highest level. 
  • Address disciplinary and/or performance problems according to company policy. Prepare Coaching and counseling documentation and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required. 
  • Perform and train employees on Check in / Check out procedures according to Ace standards.
  • Communicate all guest service requests to the appropriate departments if the front office is unable to fulfill the request personally.
  • Maintain and adhere to all appropriate reporting schedules and checklists; including, but not limited to: opening checklists, closing checklists, daily bucket checks, inventory, room assignments, etc.
  • Laterally assist other departments in meeting guest service needs as necessary.
  • Ensure all safety and security measures and procedures are followed and are in place.
  • Continuously communicate any pertinent information with the Front Office Manager and any other senior members of Management as necessary in order to ensure all staff is advised of any situation that may affect the hotel.
  • Ability to ‘step in’ when needed to assist in reservations, front desk duties or other rooms department issues that arise when the Hotel Manager and General Manager are not available. 
  • Master all areas of the Front Office operations including Opera, Synxis, Interfaces, call accounting system, etc.
  • Organize and communicate with Security for Upcoming events and or shift changes.
  • Maintain office supply inventory and process PO’s.
  • Attend regularly scheduled and mandatory meetings.
  • Perform daily payroll updates.

SUPPORTING FUNCTIONS

  • In addition to the core focus & responsibilities, the candidate is expected to complete the following duties:
  • Provide daily support and training for the reservations team according to Ace Standards. Provide continual evaluation of processes and procedures. This position is also responsible for suggesting methods to improve operations, efficiency and service to both internal and external customers. 
  • Facilitate efficient and timely communication between the reservations department and all other departments to ensure all guest and group needs are met and expectations are exceeded. 
  • Be available for employees or guests that experience problems or challenges, providing appropriate coaching, counseling, direction and resolution utilizing all resources available to you.

Array

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