Front Office Manager at Anaheim Resort Suites (35445)

The Front Office Manager at Anaheim Resort Suites plays a critical role in our hospitality team, ensuring exceptional service from the moment guests arrive. This position blends leadership with direct guest interaction to keep daily hotel operations running smoothly. Key responsibilities involve leading the front desk team, efficiently managing check-ins and check-outs, overseeing room reservations, addressing guest inquiries promptly, and managing the bar area to ensure inventory is well-maintained.

Essential Job Duties and Responsibilities (Other duties may be assigned):

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.  

•    Provides an issue free work environment through motivation, support, empowerment and development for all personnel.
•    Proactively strives to build positive working relationships through teamwork and clear communication.
•    Ensure that all decisions and resulting actions are aligned with company policy of 100% guest satisfaction, producing a high level of service.
•    Has a strategic perspective by continuously developing our brand and integrating it into every aspect of the guest experience.
•    Approves and facilitates associates 30/60/90-day and annual performance reviews.
•    Assist in continuously evaluating the performance of Front Office staff and takes corrective action when necessary.
•    Offers property tour to potential clients, guests, or investors as requested providing detailed knowledge about the property and the brand.
•    Review and train all front office staff in hotel standards in order to maintain our goal of 90% in all areas.
•    Maintains and accounts for assigned cash bank and front office cash record on daily basis documenting as necessary.
•    Solves, rectifies and mediates guest’s issues and concerns.
•    Corrects billing adjustments when necessary.
•    Reviews daily arrivals and ensures all guest preferences and special requests are fulfilled. Maintains and clean up profile information and notes.
•    Approves / Conducts monthly departmental meetings with Front team including preparing the agenda, scheduling and preparing the meeting minutes/follow up.
•    Completes all ordering/purchasing for department in line with checkbook/budget to any variance to budget must be approved by senior management.
•    Oversee productivity performance in all Front office areas, flexing labor when necessary
•    Creates front desk schedules in line with forecast.
•    Prepares and issues coaching / counseling (Disciplinary Action Forms).
•    Facilitates the training and development of all associates.
•    Ensures daily information has been reviewed with all associates prior to the start of their shift by Front Desk Manager including VIP’s.
•    Ensures Groups are checked out, balances are paid, and guest ledger is current for the day.
•    Monitors public areas, consistently maintaining a clean, organized and inviting ambiance.
•    Reviews guests’ feedback from all sources and implements plans to improve or maintain service scores.
•    Resolves / covers any staff shortages that arise on shift and is proactive in resolving any future staffing issues.
•    Establishes and Maintains Front Office inventory controls as it relates to equipment, supplies, and uniforms.
•    Oversee and maintain the bar, ensuring inventory is well-managed and operations run smoothly.
•    Maintains computer equipment for proper functioning and Resolves/Communicates with IT and PMS Support as required.
•    Prepares and follows up on incidents and accident reports to resolve and prevent future incidents.
•    Reviews no-shows balance and resolve any discrepancies.
•    Attends daily stand-up meeting, weekly staff meetings, and other meetings as scheduled by AGM/GM.
•    Communicate with all other departments to ensure any outstanding guest issues have been resolved.
•    Reviews all group arrivals to ensure billing and room type information are correct.
•    Participates in interview process for front office positions as needed and completes all necessary documentation required by Human Resources.
•    Ensures that payroll is updated daily and edits are few associates are required to punch in / out.
•    Assists AGM/GM with any requested tasks.
•    Performs daily Guest Service Agent duties during peak periods or as needed.
•    Performs miscellaneous duties as required.

Qualifications Requirements:

•    The candidate must exhibit exceptional ability to interact effectively and maintain harmonious relationships with individuals from diverse backgrounds, including various economic, cultural, and ethnic groups, as well as individuals with disabilities.
•    A High School Diploma or equivalent education is a requisite for this position.
•    Applicants need at least two years of hospitality supervisor or manager experience, particularly in guest services.
•    The candidate should be committed to ensuring guest satisfaction and possess exemplary etiquette and presentation skills.
•    A positive attitude towards customer service and the ability to project a professional image are critical.
•    The ideal candidate should be energetic, proactive, possess outstanding communication skills, have a proven track record of delivering exceptional customer service, and demonstrate the capacity to enhance operational efficiency.
•    Obtaining the Responsible Beverage Service (RBS) certification is mandatory.
•    Capable of identifying issues promptly and implementing practical solutions to ensure guest satisfaction.
•    Effective in conveying information clearly and concisely to guests and team members, fostering positive interactions.
•    Ability to thrive in a high-energy workplace, responding swiftly and effectively to changing situations.
•    Keen eye for detail to ensure accuracy in tasks such as billing, scheduling, and guest preferences.
•    Ability to prioritize tasks and manage time effectively to meet departmental goals and guest needs.

Reasoning Ability:  

As a Front Office Manager, strong reasoning skills are essential. This role is critical in leading the front office team, ensuring exceptional customer service, and maintaining high guest experience standards. The manager oversees front desk operations, including reservations, guest concerns, and check-ins/check-outs, ensuring smooth and efficient processes. Quick problem-solving and effective collaboration with hotel staff are vital for a seamless guest experience.

Physical Demands:

•    Prolonged standing to manage the front desk operations, facilitate guest check-ins and check-outs, and cater to any immediate needs or emergencies that arise.
•    Efficient navigation within the hotel’s front desk and lobby areas to uphold exceptional levels of guest service and operational standards throughout the day.
•    Assistance with handling guests' luggage and belongings, ensuring safe transport to rooms or specified locations within the hotel.
•    Manual dexterity for operating computer systems, managing key cards, and handling other vital front desk equipment to ensure guest satisfaction and smooth operations.
•    Clear and articulate communication with guests, team members, and management to convey information, address issues, and maintain the quality of service the hotel is known for.
•    Flexibility to accommodate and address the wide array of guest needs and situations that occur, providing tailored service to enhance guest experiences.
•    Maintenance of the front desk and adjacent areas to keep them tidy, organized, and in compliance with the hotel’s standards, throughout the day.
•    Collaborative work with the hotel staff, including security, to ensure a secure, enjoyable, and uninterrupted stay for all guests.
•    Willingness to work a variable schedule, including weekends and holidays, to meet the hotel’s operational needs and exceed guest expectations.
•    Occasionally engaging in lifting, handling, or moving objects up to 30 lbs, including guests’ luggage or materials required for daily operations or special events.
•    Regular handling and organizing of bar inventory, including bar bottles and related supplies, to ensure efficient service and inventory management within the bar area.

This job description is not an exhaustive list of all job functions that are required of an employee in this position. Therefore, other duties may be asked of an employee in this position from time to time.

Salary : $65,000 - $705,000