Front Office Manager

Aloft Hotel Silicon Valley

Seeking a Front Office Manager for the 172-room, newly-renovated Aloft Hotel Silicon Valley (formerly W Silicon Valley) in Newark, California.  This individual will be responsible for all duties of the front office operation, including management of the front desk, employee training and development, revenue management and delivery of high-quality guest service. 

Job Description:

• Ensure front desk team operates in an efficient, courteous, and professional manner
• Respond to guests’ needs and concerns in a timely, professional and friendly manner with a focus on service recovery when applicable
• Work with Hotel Director of Sales and Starwood;s revenue management team to establish, monitor and revise room rates as necessary to maximize ADR while remaining competitive
• Interview, hire, train, develop new Front Office employees as needed
• Evaluate performance take appropriate corrective action as needed to hold team members accountable
• Establish labor productivity standards and schedule staffing to achieve productivity goals while complying with the terms of the Collective Bargaining Agreement  
• Review and authorize team member requests for personal time off, holidays,  schedule changes, overtime, and expenditures
• Promptly respond to guest complaints and comments delivered in person and through the brand and third-party websites
• Maintain an efficient system of communication between the Front Office and other departments
• Adhere to hotel/corporate accounting and operating policies and procedures including cash and credit card policies
• Purchase and manage the inventory of Front Office operating supplies to ensure efficient operations
• Monitor and maintain the front office systems and equipment to ensure optimum performance
• Ensure that all Front Office employees understand and follow Hotel safety and security policies and procedures
• Assist the Front Office employees with guest registration and check out during busy periods as necessary
   

Job Requirements:

Candidate must possess the following:

• Bachelor’s Degree preferred
• Minimum of two years front desk experience in a hotel property of similar size and quality
• Minimum of one year supervisory or management experience
• Organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment
• Ability to handle stressful situations in a calm, professional manner and exhibit good judgment
• Ability to communicate clearly and directly using a positive, clear speaking voice
• Strong interpersonal skills and ability to get along with diverse personalities
• Excellent leadership and supervisory skills
• Proficient with hotel point of sale and front office software and systems
• Flexibility to work any shifts, weekends and holidays as necessary

Note: Employment is subject to a comprehensive background check.