Front Office Manager

ESSENTIAL JOB FUNCTIONS

• Provide the Revenue Management Department with information that includes a market analysis of competitors' rates by market segment for weekday and weekend and a forecast of local market conditions and special events that may influence occupancy and/or rate.
• Support sales efforts as needed to maintain LNR accounts, create new business and as directed by the Corporate Management team.
• Ensure that front desk staff is kept informed of rate structure and know how to implement yield management policies and procedures. Train front desk staff to successfully perform all front office operations and revenue management and central reservations procedures.
• Train, and manage, front desk staff to successfully perform selling techniques and procedures for current promotions.
• Train, and manage, Bistro staff to successfully complete service and quality standards.
• Be an active member in the community and to build solid relationships with other businesses.
• Achieve maximum revenue.
• Complete flexible work schedule assuring all shifts are covered every day.
• Assists with operational coordination and needs of the Airline Contracts- including scheduling shuttle times, room assignments, month end billing, staffing, and customer relations.
• Ensure Marriott Bonvoy enrollment goals are being met by individual employee's in the front Office and as a collective unit. Train, review best practices, and lead by example.
• Available and responds quickly to owner and/or corporate management phone calls, text messages and/or emails at all hours of the day.
• Based on forecasted monthly revenue, adjust controllable expenses to maintain profit; explain the causes for budget variances of controllable expenses and take corrective action to avoid future occurrences and adjust spending to eliminate variances.
• Protect the company's financial assets by properly administering company policies and procedures for handling cash, credit card, accounts payable, accounts receivable, payroll and all other financial transactions. Also, properly administer company policies and procedures for protecting the safety of guests and employees.
• Train staff to successfully perform guest service procedures in accordance with company standards (e.g., greeting, scripts, pre-assignment of rooms, etc.).
• Train staff to successfully perform all functions for guest service and for handling upset guest who are dissatisfied with the products and services they received. Personally, handle difficult situations involving upset guests. Attempt to resolve all issues of poor guest service before guests leave the property.
• Personally, respond to guest complaint letters, Guest Assistance Contact Forms, and comment cards in accordance with company standards.
• Oversee all back of the house operations. Ensure that cleanliness standards and guest satisfaction scores are within brand standards.
• Assist with monthly inventory management and ordering.
• Manage the frequent guest rewards program (if applicable) in accordance with franchise policies and procedures
• Receive satisfactory scores for Trip Advisor, all online travel agent sites, search engine surveys etc. (i.e., guest satisfaction survey) and take action to correct any deficiencies. Respond to all in a timely/professional manner.
• Recruit, select, train, motivate and manage employees to deliver guest services and quality products that will lead to achieving goals for revenue and profit.
• Provide leadership by conducting business in a professional manner and in accordance with all company policies including standards of conduct, business ethics and conflicts of interest.
• Ensure a satisfactory guest experience and protect the company's physical assets by maintaining the physical condition of the hotel in accordance with established quality control standards.
• Manage, prepare and pass brand and/or all other agency's Quality, safety inspections.
• Manage the preventative maintenance and quick-fix programs in accordance with company standards.
• Other duties as assigned. Required Skills & Qualifications
• Passion for great service.
• Must possess valid CA driver license.
• Excellent written and verbal communication, interpersonal and leadership skills.
• Highly organized, results-oriented with the ability to be flexible and wok well under pressure.
• Minimum of 1 year of previous supervisory experience.
• Ability to handle a multitude of tasks and Guest requests.
• Should possess basic first aid knowledge.
• Strong guest service orientation and training skills background required.
• Ability to work independently and prioritize responsibilities.
• Experience with Hotel loyalty program.
• Computer proficiency in Windows environment (Word, Excel, and Power Point)

Job Type:

Full-time Pay:

$18.00 - $22.00 per hour

Benefits:

401(k) Dental insurance Flexible schedule Vision insurance

Education:

High school or equivalent (Preferred)

Experience:

Hospitality:

2 years (Preferred)

Hotel Leadership:

1 year (Preferred)

Work Location:

In person