Front Office Manager

SUMMARY: The Front Office Manager is primarily responsible for handling all guest interactions and going above and beyond to exceed guest requests. Provides the first point of contact for guests and is responsible for creating an excellent first impression. Responsible for Front Office Associate duties as well as scheduling, inventory, training new staff to hotel standards, resolving customer challenges, and aiding all departments.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Anticipate guests' needs, respond promptly, and acknowledge all guests.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge at all times of:
• Hotel services and hours of operation
• Room types, numbers, layout, decor, appointments, and location
• Room rates, special packages, and promotions
• Daily house count and expected arrivals/departures.
• Room availability status for any given day
• Scheduled in-house group activities, locations, and times.
• Hotel and departmental policies and procedures
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable of such.
• Review the daily business levels, anticipate critical situations, and plan effective solutions to best expedite these situations.
• Attends weekly Operations Meeting with Hotel Manager.
• Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
• Ensure that staff report to work as scheduled. Document any late or absent employees.
• Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor staff performance in all phases of service and job functions.; rectify any deficiencies with respective personnel to include Front Desk and Bell staff.
• Monitor the hotel front entrance and resolve any congested situations.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up within specified minutes determined by property guidelines.
• Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
• Monitor and ensure that express check-outs are processed through the system.
• Monitor the staff’s interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist staff with their job functions to ensure optimum service to guests.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Contact newly registered guests within specified minutes determined by property guidelines after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to procedures.
• Ensure security of guest room access.
• Monitor and ensure that all cashiering procedures comply with Accounting policies and standards.
• Support safe work habits and contribute to a safe working environment at all times.

QUALIFICATIONS, SKILLS & ABILITIES:

• Knowledge resort/hotel service standards, guest relations and etiquette.
• Excellent communication, verbal, written, customer service and organizational skills.
• Ability to work a flexible schedule that may include evenings, weekends and holidays.
• Must have the ability to deal effectively and interact well with employees and guests.
• Ability to multi-task, manage interruptions, establish work priorities, handle stress, and effectively function in a fast-paced environment.

EXPERIENCE & EDUCATION:

• High school diploma or equivalent
• Previous experience in a supervisory role in Hotel/hospitality experience preferred

LANGUAGE SKILLS:

· Ability to read, comprehend and provide instructions in English, both written and verbal.

COMPUTER SKILLS:

· Proficient in Microsoft Outlook, Office, Word, Excel and Internet applications.

CERTIFICATES & LICENSES:

· Must provide valid document(s) to work in the US.

· Valid California Driver License is required (for specific positions).

Physical Demands:

The physical demands described here are representative of those that must be met 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 following may be required:

· Be able to lift 20-50 pounds.

· Repetitive hand movements (keyboard, calculator).

· Stand and walk for long periods of time.

Work Environment:

The work environment characteristics described here are representative of those associate encounters while performing the essential functions of this job. While performing the duties of this job, the following applies:

· Primarily in an office environment.

· The noise level in the work environment is usually quiet to moderate.

Job Type: Full-time

Pay: $68,000.00 per year

Ability to Commute:

• Monterey, CA 93940 (Required)

Ability to Relocate:

• Monterey, CA 93940: Relocate before starting work (Required)

Work Location: In person

Salary : $68,000