• Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
• Act as Manager on Duty when and where necessary.
• Ensures the smooth and efficient operation of the Front Office, including Front Desk/Concierge/Guest Services/Porters/Garage.
• Respond to all guest requests, problems, complaints and/or accidents arising in person. Ensure swift follow up to ensure completed guest satisfaction.
• Responsible for departmental staffing including interviewing, hiring, training, scheduling, supervision, development, motivation, recognition, counseling, discipline and maintaining capable and qualified personnel.
• Assists the Director of Rooms with preparing and completing bi-monthly payroll for processing.
• Assists with registering and settling guest accounts; valet and luggage assistance; and make and/or modifying reservations; hotel operator functions.
• Inspire, engage, and motivate Rooms Division personnel according to hotel standards.
• Coordinates with the Housekeeping Department to confirm that all room inspections have been completed to the Portola Hotel & Spa’s standards.
• Ensures that staff is knowledgeable of all hotel features, room types, layouts, and overall services provided.
• Maintains complete knowledge of daily house count and expected arrivals/departures, and room availability.
• Ensures that all Portola Hotel & Spa’s Standard Operating Procedures (SOPs) are followed by staff.
• Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
• Maintain quality database of guest preferences, habits, special dates through Opera PMS.
• Collaborate with the Reservations and Sales department to maximize occupancy and room revenue. Monitor fluctuations in business levels.
• Complete the daily, weekly, and monthly reforecast as requested.
• Support and promote hotel and company programs, policies and procedures. Review schedule daily to ensure staffing levels meet the needs of the business.
• Regularly conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
• Monitor labor expenses daily and weekly through schedule approval process and ensure budgeted or forecasted approved productivity.
• Prepare supervisors and employees for succession through development of their need areas.
• Operate all aspects of the Front Office and related computer systems, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain S.O.P.'s in its use.
• Coordinate all aspects of the ongoing implementation of the Portola Hotel & Spa’s philosophy of service and ensure Portola Hotel & Spa’s culture is being lived, trained, and practiced every day.
• Monitor all V.I.P.'s, special guest requests and ensure systems are in place to monitor and deliver outstanding service.
• Develop and maintain relationships with guests, patrons, clients, group contacts and service providers to ensure superior personalized service. Respond to guest comments effectively and promptly and follow through to ensure resolution is reached.
• Responds to and resolves any guest issues or emergency situations. Supervises all Front Office staff and delegates tasks as necessary. Promotes, supports and enforces hotel programs, policies and procedures. Projects a professional, friendly and courteous image to guest, patrons and staff.
• Complete projects and other duties in a timely manner as requested or required by the Director of Rooms.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. Job responsibilities can change according to the operational needs of the business.

The Ideal Candidate will:

• Carry a friendly, energetic, personable demeanor and have a passion for great customer service, with a customer-first mentality.
• Have strong inter-personal skills and enjoy working in a team-environment and building great relationships with their coworkers.
• Must approach all encounters with guests and employees in an attentive, friendly, courteous and service oriented manner.
• Must be effective at authentic listening skills to, understanding, and clarifying concerns raised by employees and guests alike.
• Must be able to maintain confidentiality of information.
• Be able to work quickly, embrace and learn new information, multi-task and incorporate feedback into personal performance.
• Have the ability to perform various physical tasks during the work shift; strong and quick problem-solving ability.
• Have strong communication skills, written and verbal.
• Possess excellent technical, conceptual, and financial skills.
• Must be able to work a flexible schedule that may include nights, weekends and holidays based upon company needs.

High School Diploma or equivalent – Required

Four (4) College Degree – Preferred – Hospitality Degree a plus