Front Office Manager

Overview

Manages all areas within the hotel front office according to established policies and procedures, guest service standards, financial plans, and company directives. Sets and maintains front office standards for productivity, cleanliness, ordering, cost control, training, safety, equipment uses, and especially guest service. Ensures all guest-related issues are resolved in a manner consistent with company standards.

Responsibilities

• Directly oversees all aspects of front office and guest services.
• Maintains standards of guest service in a manner consistent with AAA Four Diamond standards.
• Administers all company and department standard operating procedures and policies.
• Meets and greets VIP guests.
• Handles guest complaints, maintaining a satisfactory impression with the guest on resolving any and all types of complaints.
• Conducts routine inspections of all assigned areas of responsibility including guestrooms, front desk operations, concierge, and bell stand.
• Ensures pool and pool area is properly set up/broken down and area is maintained to meet established standards.
• Ensures that guest and employee safety standards are applied and enforced, particularly guestroom key control.
• Ensures guest accounts are accurately maintained.
• Ensures all needed reports are run and distributed timely.
• Maximizes the occupancy and rooms revenue of hotel.
• Conducts regular spot checks of our website booking engine to ensure room availability and rates are properly reflected.
• Maintains communication and coordinated efforts with other functional areas affected by the front office such as hosting, housekeeping, maintenance, and finance.
• Manages the communication of in-room dining with Craft House operations.
• Communicates staffing needs with Hotel Manager.
• Hires, trains, develops, empowers, coaches, counsels, conducts performance and salary reviews, resolves problems, provides open communication vehicles, disciplines, and recommends terminations as appropriate.
• Builds a work environment that promotes teamwork, partnership, recognition, mutual respect, collaboration, performance feedback/management, and Team Member satisfaction while role modeling the company values, behaviors, and culture of One.Team.Chumash.
• Performs other duties as assigned.

Qualifications

• High School diploma or GED certificate.
• Bachelor’s Degree in Hospitality or related field or equivalent work experience.
• Five years of front office management experience required.
• Two years of prior experience in a management or supervisory role.
• Intermediate proficiency with hotel property management systems, preferably Opera systems.
• Intermediate computer proficiency utilizing Microsoft applications, email, and internet.
• Willingness to work flexible schedules in a 24/7 work environment, including holidays, nights, and weekends.
• Must apply for, receive, and maintain a Gaming License from the Tribal Gaming Agency.
• Native American hiring preference applies.
• Organizational Awareness: Having and using knowledge of systems, situations, procedures, and culture inside the organization to identify potential problems and opportunities; perceiving the impact and the implications of decisions on other components of the organization.
• Strategic Thinking: Understands and processes complex information and exercises sound judgment, considering the situation, the issues, the key players, and the levels of authority involved. Proposes courses of action that further the objectives, priorities, and vision of the organization.
• Decision Making: Drawing correct and realistic conclusions and making timely decisions based on available information.
• People Development: Having the ability to assess skill strengths and weaknesses of individuals and teams in order to determine what actions are appropriate to build and/or improve the needed skills.
• Sociability and Networking: Socializing effortlessly with other people; at ease when approaching others in social settings and professional relationships.

Location

400 Alisal Road

Minimum Pay Rate

$68,640 annually

Maximum Pay Rate

$84,781 annually