Position Title: Front Office Manager

Reports to: Director of Rooms

Salary Range: $75,000-$80,000

About The Hollywood Roosevelt

Dating back to the Golden Era and located on the Hollywood Walk of Fame, The Hollywood Roosevelt is an iconic hotel that reflects classic Hollywood in every sense. Built in 1927, the hotel has played host to stars like Marilyn Monroe, Charlie Chaplin, and Clark Gable. Hollywood Roosevelt is a full-service lifestyle hotel providing guests a glimpse at Hollywood's storied past and offering travelers an experience of Hollywood that is authentic to its history and legacy. Experience our modern interpretation of a Hollywood original.

Summary

The Front Office Manager will form part of the Hotel Leadership team who is responsible for the management and direction of Front Office operations, including Front Desk, Concierge, and Bell departments. Key responsibility areas include department performance, increased sales and profitability, effective cost controls and development, training and retention of key associates.

Essential Duties and Responsibilities

• Direct and manage front office operations efficiently and effectively within the company’s fiscal and operational guidelines while focusing on consistently maintaining a high level of guest satisfaction.
• Responsible for forecasting and generating department’s annual budget. Maximize profit opportunities by developing realistic budgets. Develop initiatives to build profitability and maintain effective cost controls in support of these initiatives.
• Support and assist Director of Revenue with the forecasting and analyzing of room rates, reservation pace, weekly pick up and attends weekly revenue meeting.
• Responsible to meet or exceed budgeted profit goals and maintain labor efficiency ratios to ensure guest service and cost effectiveness.
• Responsible for department’s P&L performance.
• Maintain procedures for security of monies, credit and financial transactions, and guest security. Ensure department correctly follows and adheres to hotel financial handling policies.
• Assist in meeting or exceeding budgeted sales and profit goals, maintain labor efficiency ratios to ensure guest service and cost effectiveness.
• Develop initiatives to build profitability and maintain effective cost controls in support of these initiatives.
• Manage and report on expenses (payroll supplies) to aid in controlling costs while ensuring adequate staff and supplies are on hand to provide quality service.
• Maintain accuracy and thoroughness on various reporting requested on a daily, weekly or monthly basis.
• Oversees the preparation of associate schedule according to business forecast, payroll budget guidelines and productivity requirements
• Oversee daily departmental lineups and ensure staff is in proper uniform and well informed of the day’s events, perform daily walkthrough’s as required and ensure accuracy of closing reports and drops.
• Engage with guests and follow up to ensure complete resolution. Respond to guest comments and criticism in a constructive and positive manner, looking at such as an opportunity to build guest satisfaction. Educate and empower associates to act in a similar capacity. Ensure daily manager log is maintained and appropriately resolved.
• Conduct regular associate/departmental meetings and administer counseling, discipline to associates as necessary and provide training and recognition to employees at all levels to maintain a team-oriented environment.
• Staff department with quality employees who value guest service and are committed to high standards of performance.
• Maintains a high level of confidentiality with all employer/guest information.
• Maintain professional appearance and grooming standards.
• Follow all policies and procedures put forth by the Hollywood Roosevelt Hotel.
• Other duties as assigned.

Knowledge and Skills

• Displays orientation to profitability and aligns work with strategic goals. Develops and implements cost saving measures, conserves organizational resources and works within approved budget.
• Effective Verbal & Written skills
• Ability to build morale and group commitments to goals and objectives. Supports everyone's efforts to succeed.
• Implements and maintains all policies and procedures.
• Exercises sounds and accurate judgment with regards to decision making in a timely matter.
• Prioritizes and plans work effectively and efficiently.
• Observes and implements all safety and security procedures.
• Ability to meet deadlines with frequent change delays and unexpected events.

Education and/or Experience

• Bachelors Degree in related field preferred
• 2 years of prior Front Office experience in a leadership role
• Previous hospitality industry experience required

Certificates, Licenses and Registrations

None

Supervisory Responsibilities

• Develop team goals that are fully aligned with the company goals.
• Lead and coach the team to recruit and retain high caliber staff
• Provide coaching, guidance and support, set professional development plans to assist employees to reach their full potential through the Performance Management process.
• Ensure the team delivers the highest standard of departmental, cross departmental and cross foundation teamwork and customer service
• Ensure optimal deployment of resources to achieve business goals

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to sit, stand or walk for an extended period of time. The employee may be required to view and work on a computer screen and work on a telephone for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 15 pounds without assistance.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be detail oriented, possess strong organizational and time management skills and the ability to multitask. Ability to work a flexible schedule including weekdays, weekends, holiday and nights.

Language Skills

Ability to read and interpret documents such as hotel communication, budgets, ledgers and financial reports. Ability to effectively present information and thoroughly answer questions in one-on-one and small group situations to customers, clients, and other employees of the organization in English.

Reasoning Ability and Computer Skills

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Ability to efficiently use Microsoft Office programs, and Opera systems.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer