Front Office Manager

Temps plein

Our hotels are unique, and we are looking for outstanding talent to provide exceptional customer service to our team.  Valencia Hotel Group is a collection of hotels created for today’s passionate traveler. Each of our hotels is intentionally built to showcase modern design and classic character. We are looking for team members who are ready to be empowered to go above and beyond. 

JOB SUMMARY

Responsible for managing all aspects of the Front Office and Guest Services function of the hotel, personally monitoring service and proactively identifying areas of opportunity, ensuring compliance with service and operational standards.  Coordinates with all departments throughout the hotel to ensure guest and internal requests are properly fulfilled. Ensures department expenses are in line, maintaining budgeted productivity levels while maximizing guest satisfaction.

ESSENTIAL DUTIES & FUNCTIONS

Operational Responsibilities

• Responsible for planning the day-to-day operations of the Front Office and Guest Service departments and executing goals.
• Provides a positive work environment through motivation, support, empowerment, and development for associates through teamwork and clear communication.
• Monitors and responds appropriately to guest service functions, ensuring service standards are maintained.
• Maintain budgeted expenses for the Front Office and Guest Service departments.
• Process and submit all invoices to accounting in a timely manner.
• Assist Front Desk Agents with check-ins and check-outs.
• Maintain and promote special guest programs and branded initiatives.
• Complete special projects in a timely manner as required.
• Monitor department to ensure the highest quality of guest relations.
• Identify opportunities for process improvements and operational efficiencies.

Managerial Responsibilities 

• Maintain a positive work environment and be a leading positive force in the team.
• Walk public spaces, including but not limited to Front Drive, Lobby, and public restrooms multiple times per shift to ensure the desired ambiance is up to company standards.
• Maintain the integrity of cost controls and proper maintenance of assets
• Responsible for assisting in the supervision and performance of all Front Office-related operations and personnel.
• Monitor and maintain Front Office quality and costs.
• Prepare the reports for and attend monthly AR meetings. 
• Compile information regarding internet bookings and process billing accordingly.
• Managing billing for AR accounts as needed
• Monitor the time and attendance of employees through Paycom
• Schedule front office and guest services staff and ensure labor expenses are maintained according to budget and forecast, and service level is at the expected level.
• Investigate and resolve any service issues properly, addressing both internally and recovering the guest as appropriate. 
• Be on call 24/7 for any emergency situations that may arise 
• Be available to do Manager on Duty weekends as required. 
• Any other duties assigned by your immediate supervisor 
• Cover as shift Manager on Duty as needed
• Create and communicate weekly schedules and enter them in each system (Hotel Effectiveness and Paycom)
• Monitor labor productivity daily and adjust appropriately as needed 
• Interview and hiring front office and guest service candidates.

Guest Services

• Daily review guest feedback and immediately develop and execute a plan to improve food quality
• Investigate and resolve any service issues properly, addressing both internally and recovering the guest as appropriate
• Make and receive calls regarding guest accounts
• Assist with customer service with the patrons at the desk, lobby or any other area of the hotel
• Exemplify and reinforce the company’s service culture and positive work environment 
• Ability to effectively receive and provide feedback

Team Support and Training

• Relentlessly train and motivate customer service employees.
• Relentlessly rehearse the steps of service with the employees in the lobby daily
• Spent a significant amount of time in the lobby, engaging with customers, monitoring, and ensuring the highest level of service, and supporting and assisting the team as necessary.
• Assist in the training and motivation of front-of-house staff 
• Consistently develop and execute new training topics based on staff and operations needs
• Always be available to assist other departments 
• Attend and complete company-mandated training 
• Attend and participate in company-organized training
• Participate in a book club

Communication and Reporting

• Effectively manage all hotel communication, both internal and with guests, using communication platforms
• Effectively communicates and manages guest issues and follows up to ensure timely resolution.
• Ensure timely and accurate reporting of daily operating results and statistical information as related to revenue and expenses.
• Report any incidents and create an incident report on the same day
• Review daily MOD pass on and communicate as needed
• Attend the Daily Stand up and Recovery meeting and communicate answers to any questions timely manner
• Review and respond to emails effectively without delay 
• Effectively cooperate with and assist the Director of Sales Marketing on group billing
• Assist with accounting items such as monthly tax exemption/ guests billing inquiries
• Post all necessary information needed for employees on the communication board

Safety & Compliance

• Maintain a safe, clean operating environment, ensuring compliance to all local health codes and regulations.
• Ensure to complete all required certifications, harassment, and safety and security training 
• Ensure that all Front Office and Guest Services staff complete all required certification, harassment, safety and security training 
• Ensure to monitor and promote a safe environment in the areas of responsibility, free of any safety and security hazards
• Ensure to provide a healthy and harassment-free environment for all employees 

Physical Requirements

• Sitting: Completion of office work at an average of 2 hours a day.
• Standing/Walking: Frequent with 6 to 7 hours a day
• Lifting/Carrying: Occasionally 5lbs-50lbs
• Other Physical Requirements: Physical abilities, including bending, reaching, and the ability to operate by walking/standing in the lobby for 6 to 7 hours daily. They must also possess good vision and dexterity.  

Working Environment

• Interior:Working in a variety of interior spaces, including lobby areas, offices, guestrooms, hallways, storage, and meeting spaces.  On occasion, in food and beverage areas such as restaurant/ bar/back of house kitchen areas.  
• Exterior: Walking front drive, terrace, courtyard, assisting with valet parking and guest luggage assistance when needed, while also dealing with weather conditions, customer service, and staff management.

BASICS

• Maintain cleanliness and organization in all work areas
• Display courteous behavior with guests and team members
• Report any unsafe conditions immediately
• Ensure hotel equipment is in proper working condition
• Perform any additional duties as assigned by the supervisor
• Always applies the principles of trust, honesty, respect, integrity, and commitment.
• Develops working relationships with vendors, contractors, city officials, and others to ensure the best interests of the hotel are a primary focus.  
• Establishes confidence in the customer service throughout the hotel and throughout the Valencia Group.

CANDIDATE PROFILE

Education and Experience

• Minimum of 2 years in a hotel leadership position
• Minimum of 3 years in the hospitality industry
• High School diploma or equivalent
• Minimum one year of experience preferred in either Front Office or Housekeeping 
• Valid Driver’s license preferred

ESSENTIAL SKILLS AND QUALIFICATIONS 

• Strong verbal and written communication skills
• Effective time management and problem-solving skills
• Proficiency in Microsoft Office Suite, Windows, and cloud-based applications, familiarity with Property Management Systems, handling online bookings and guest feedback
• Ability to work well with a team and demonstrate attention to detail
• Excellent organizational skills and interpersonal abilities
• Demonstrates commitment to Valencia Group Hospitality operating principles and philosophies.
• Holds self and others accountable for achieving results.
• Addresses conflict in a timely manner.
• Contributes to team results.
• Deals with change effectively.  
• Makes decisions, including employees/team, and commits to a course of action with available information.
• Develop an understanding of all VGSOPs and LSOPs pertaining to Front Office and Guest Services, those impacted by Front Office and Guest Services, and VGSOPs and LSOPs pertaining to the hotel as a whole, effectively adhering to and/or putting those policies into practice.
• Establishes effective, two-way communication with all subordinates.
• Effectively coaches and develops all members of the Front Office and Guest Services team.
• Finds opportunities to develop all members of the Front Office and Guest Services team 
• Effectively conveys operating standards to all members of the Front Office and Guest Services team. 
• Holds all members of the Front Office and Guest Service team accountable for performing to standards.
• Communicates effectively with others
• Works productively with a team
• Contributes to team results.
• Ability to follow safety guidelines.
• Professional behavior, able to work for long periods of time.
• Ability to work under pressure in a fast-paced environment.

BENEFITS:

• Medical, Dental, Life insurance
• Paid Time Off 
• Paid Community Service Days
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Valencia Hotel Group (and all its affiliates) is an Equal Opportunity Employer Valencia Hotel Group provides equal employment opportunities to all persons. The company does not discriminate because of race, color, religion, sex, national origin, disability or ancestry in recruiting, hiring, placement, promotion or any other condition of employment and actively seeks a diverse and representative work force.

Valencia Hotel Group has been named in Newsweek’s list of America’s Greatest Workplaces in these categories:

America’s Greatest Workplaces for Women 2024

America’s Greatest Workplaces for Job Starters 2024