Front Office Manager

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OVERVIEW/BASIC FUNCTION:

This position will be responsible for the management of all aspects of the overnight Front Desk functions, in accordance with hotel standards. Directs, implements, and maintains a service and management philosophy that serves as a guide to respective staff. Responsible for the management of all aspects of the Front Desk functions, in accordance with hotel standards.

RESPONSIBILITIES:

• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and at whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain complete knowledge at all times of All hotel features/services, hours of operation, All room types, numbers, layout, decor, appointments, and location, All room rates, special packages, and promotions, Daily house counts, and expected arrivals/departures/ VIP's, Room availability status for any given day, Scheduled in-house group activities, locations and times, All hotel and departmental policies and procedures.
• Access all functions of the computer system.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Ensure that current information on rates, packages, and promotions are available at the Front Desk and that all associates are knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
• Ensure that associates report to work as scheduled. Document any late or absent employees.
• Coordinate breaks for associates.
• Assign work duties to associates.
• Conduct pre-shift meetings with associates and review all information pertinent to the day's business.
• Inspect grooming and attire of associates; rectify any deficiencies.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor associates’ performance in all phases of service and job functions. rectify any deficiencies with respective personnel to include Front Desk associates, Bell/Door associates, PBX associates, and Concierge associates.
• 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 safe deposits boxes procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
• Monitor guest mail and ensure that it is processed according to procedures.
• Monitor and ensure that express check-outs are processed through the system.
• Monitor the associates' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist associates with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with associates to ensure guest satisfaction.
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Ensure security of guestroom access.
• Review previous night's no-shows, verify and ensure billing of such.
• Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
• Assist associates with expediting problem payments.
• Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests.
• All other duties as required.

QUALIFICATIONS:

General Skills
Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize, and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain the confidentiality of guest information and pertinent hotel data.

Technical Skills
Familiarity with yields management and cost controls; ability to perform job functions with attention to detail, speed and accuracy, prioritize and organize, be a clear thinker, remain calm and resolve problems using good judgment, follow directions thoroughly, understand guest’s service needs, work cohesively with co-workers as part of a team, work with minimal supervision, maintain the confidentiality of guest information and pertinent hotel data, ascertain departmental training needs and provide such training, direct performance of associates and follow up with corrections when needed, input and access information in the property management system/computers/point of sales system.

Language Required to speak, read and write English, with fluency in other languages preferred.

Physical Requirements
Must be able to exert physical effort in transporting 20 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

Qualifications High school diploma; some college. Licenses & Certifications: None required.

Experience Minimum of two years experience as a Front Desk Agent, preferably in a luxury or ultra-luxury hotel.

Rosewood Sand Hill provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Pay: The salary range for this position is $80,000 to $90,000 annually. This is the pay range for this position that the Hotel reasonably expects to pay. This position is eligible for bonus. Decisions regarding individual salaries will be based on a number of factors, such as experience, type of hotel luxury experience, location, and education.