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68A3DA2F7B204ADE
Front Office Manager
Hilton San Francisco Financial District
San Francisco, CA, US 94108
San Francisco
CA
94108
7/25/17 12:01 PM
8/24/17
Hotel/Resort
Rooms - Front Office/Guest Services
Yes
 

BASIC PURPOSE: Manage the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchiser policies and procedures while meeting/exceeding financial goals.


ORGANIZATIONAL SCOPE: Position is responsible for the short term planning and day-to-day operations of the Front Office Department. The major areas of responsibility/management include: Front Desk, PBX, Bell Stand, Concierge, Valet and Transportation. Recommends, implements and monitors the Department's budget and manages expenses within approved budget constraints.


ESSENTIAL FUNCTIONS:1. Implement company programs (IHR/Franchiser) and manage the operations of the Front Office (Front Desk, PBX, Bell Stand, Concierge, Transportation, Valet) to ensure compliance with LSOPs and SOPs and to ensure an optimal level of quality service and hospitality are provided to the hotel customers. (35%)


2. Prepare forecasts and reports and assist in the development, implement and monitor the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service. (20%)


3. Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality. (15%)


4. Manage the Human Resources in the department in order to attract, retain and motivate the employees; hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate. (10%)5. Liaise with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues. (10%)


6. Monitor and maintain the Front Office systems and equipment to ensure their optimum performance. (5%)


NON-ESSENTIAL FUNCTIONS: (5%)


1. Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested.


2. Maintain good working relationships and open lines of communication with all other departments.


3. Perform the Manager on Duty functions as assigned.


Knowledge and Skills:


Education: Four year college degree or equivalent education/experience


Experience: From two to three full years of full employment in a related position with IHR or other Hotel companies


Skills and Abilities:Requires knowledge of discipline-specific Interstate policies, procedures and services and general knowledge of other departments in the hotel.Requires supervision/management skills.Ability to achieve positive guest relations and maximize guest satisfaction.Ability to communicate in English. Second language desirable.Ability to handle cash and credit transactions.Ability to enforce all company rules and SOPs.



No. of employees supervised: Supervise eleven to thirty employees


Travel required: Minimal. May be required to attend supplemental Management training classes.


Hours Required: Forty to fifty hours over a five day period. Day or evening shift and weekends per business demand.


ENVIRONMENT Physical Job Requirements (for essential functions only)=======================================================Lifting/Pushing/Pulling/Carrying Describe the type(s) of required lifting, pushing, pulling, and/or carrying to include objects, weights and frequency.


X No Lifting/Pushing/Pulling/Carrying Required.-------------------------------------------------------------------Bending/Kneeling Describe the type(s) of required bending and/or kneeling to include when, why and how often.


X No Bending/Kneeling Required.-------------------------------------------------------------------Mobility Describe the type(s) of mobility required to include distances and % of time involved.


Move to copier and computer room to perform FOM functions (30 to 50 feet). Ability to attend Department & other required meetings (50 to 500 feet). 20% of 10 hour shift.


Stationary Position-------------------------------------------------------------------Continuous Standing Describe the reasons to include time period and frequency.


Performing guest services at Desk. 20% of 10 hour shift.


No Continuous Standing Required.-------------------------------------------------------------------Climbing Stairs: Up to approx.______steps______% of____________ (time period) Ladders: Up to approx.______feet______% of_____________ (time period)X No Climbing Required.-------------------------------------------------------------------Driving Describe type of vehicle, distances, % of time involved and frequency.


X No Driving Required.-------------------------------------------------------------------Work Environment Inside: 100 % of 10 hour shift_ (time period)Outside: _____% of _______________ (time period)ENVIRONMENT Physical Job Requirements (for essential functions only)=======================================================-------------------------------------------------------------------Hearing Critical X Moderate MinimalExplain: Ability to communicate with guests and staff------------------------------------------------------------------Vision X Critical Moderate MinimalExplain: Ability to verify duties of all F.O. personnel, forecasting-------------------------------------------------------------------Speech X Critical Moderate MinimalExplain: Perform HR function of Department (train, supervise, etc.)-------------------------------------------------------------------Literacy X Critical Moderate MinimalExplain: HR Function of Department-------------------------------------------------------------------Chemicals/Agents Describe any chemicals/agents to include what they are, warnings and frequency of use.


X No Chemicals/Agents Used.-------------------------------------------------------------------Protective Clothing Type: Approx. % of (time period)X None Required.-------------------------------------------------------------------Equipment Operation List type of equipment and frequency of use.


IBM Computer (PMS & MARSHA) 10% of the time, Copier 10%, Fax Machine 5%, Printer 10%, Switchboard 5%


None Required.







"Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records."


Interstate Hotels & Resorts is an EEO/AA/Disabled/Veterans Employer. Click here and here to navigate to the "EEO is the Law" poster and supplement.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.



 
Requirements
 
 
 
http://careers.interstatehotels.com/jobs/1100138-front-office-manager/frame?source=hcareers
ihr Hotels and Resorts logo

Interstate Hotels & Resorts is the leading global hotel management company. Hotel owners, developers and guests discover the Interstate difference in our 425 hotels, resorts and conference centers with nearly 75,000 rooms located throughout the U.S. and around the globe.

Our rich history spanning 55 years of innovation, consistency and success is unmatched in the hospitality industry, making Interstate the preferred hotel management company of major global brands. It also allows our associates to consistently deliver results for real estate investors, ownership groups, publicly-traded REITs, privately held companies, and private equity funds today and in the bright future to come.

Position Info
Location: US - CA - San Francisco
Position: Front Office Manager
Salary:   
Management Position: Yes
Bonus Plan: Yes
Contact Type: Employer
Industry Categories: Hotel/Resort
Position Categories: Rooms - Front Office/Guest Services
Work Permit Needed: Applicants who do not already have legal permission to work in the United States will not be considered.

Logo
Hilton San Francisco Financial District
Front Office Manager

Position Description

BASIC PURPOSE: Manage the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchiser policies and procedures while meeting/exceeding financial goals.


ORGANIZATIONAL SCOPE: Position is responsible for the short term planning and day-to-day operations of the Front Office Department. The major areas of responsibility/management include: Front Desk, PBX, Bell Stand, Concierge, Valet and Transportation. Recommends, implements and monitors the Department's budget and manages expenses within approved budget constraints.


ESSENTIAL FUNCTIONS:1. Implement company programs (IHR/Franchiser) and manage the operations of the Front Office (Front Desk, PBX, Bell Stand, Concierge, Transportation, Valet) to ensure compliance with LSOPs and SOPs and to ensure an optimal level of quality service and hospitality are provided to the hotel customers. (35%)


2. Prepare forecasts and reports and assist in the development, implement and monitor the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service. (20%)


3. Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality. (15%)


4. Manage the Human Resources in the department in order to attract, retain and motivate the employees; hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate. (10%)5. Liaise with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues. (10%)


6. Monitor and maintain the Front Office systems and equipment to ensure their optimum performance. (5%)


NON-ESSENTIAL FUNCTIONS: (5%)


1. Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested.


2. Maintain good working relationships and open lines of communication with all other departments.


3. Perform the Manager on Duty functions as assigned.


Knowledge and Skills:


Education: Four year college degree or equivalent education/experience


Experience: From two to three full years of full employment in a related position with IHR or other Hotel companies


Skills and Abilities:Requires knowledge of discipline-specific Interstate policies, procedures and services and general knowledge of other departments in the hotel.Requires supervision/management skills.Ability to achieve positive guest relations and maximize guest satisfaction.Ability to communicate in English. Second language desirable.Ability to handle cash and credit transactions.Ability to enforce all company rules and SOPs.



No. of employees supervised: Supervise eleven to thirty employees


Travel required: Minimal. May be required to attend supplemental Management training classes.


Hours Required: Forty to fifty hours over a five day period. Day or evening shift and weekends per business demand.


ENVIRONMENT Physical Job Requirements (for essential functions only)=======================================================Lifting/Pushing/Pulling/Carrying Describe the type(s) of required lifting, pushing, pulling, and/or carrying to include objects, weights and frequency.


X No Lifting/Pushing/Pulling/Carrying Required.-------------------------------------------------------------------Bending/Kneeling Describe the type(s) of required bending and/or kneeling to include when, why and how often.


X No Bending/Kneeling Required.-------------------------------------------------------------------Mobility Describe the type(s) of mobility required to include distances and % of time involved.


Move to copier and computer room to perform FOM functions (30 to 50 feet). Ability to attend Department & other required meetings (50 to 500 feet). 20% of 10 hour shift.


Stationary Position-------------------------------------------------------------------Continuous Standing Describe the reasons to include time period and frequency.


Performing guest services at Desk. 20% of 10 hour shift.


No Continuous Standing Required.-------------------------------------------------------------------Climbing Stairs: Up to approx.______steps______% of____________ (time period) Ladders: Up to approx.______feet______% of_____________ (time period)X No Climbing Required.-------------------------------------------------------------------Driving Describe type of vehicle, distances, % of time involved and frequency.


X No Driving Required.-------------------------------------------------------------------Work Environment Inside: 100 % of 10 hour shift_ (time period)Outside: _____% of _______________ (time period)ENVIRONMENT Physical Job Requirements (for essential functions only)=======================================================-------------------------------------------------------------------Hearing Critical X Moderate MinimalExplain: Ability to communicate with guests and staff------------------------------------------------------------------Vision X Critical Moderate MinimalExplain: Ability to verify duties of all F.O. personnel, forecasting-------------------------------------------------------------------Speech X Critical Moderate MinimalExplain: Perform HR function of Department (train, supervise, etc.)-------------------------------------------------------------------Literacy X Critical Moderate MinimalExplain: HR Function of Department-------------------------------------------------------------------Chemicals/Agents Describe any chemicals/agents to include what they are, warnings and frequency of use.


X No Chemicals/Agents Used.-------------------------------------------------------------------Protective Clothing Type: Approx. % of (time period)X None Required.-------------------------------------------------------------------Equipment Operation List type of equipment and frequency of use.


IBM Computer (PMS & MARSHA) 10% of the time, Copier 10%, Fax Machine 5%, Printer 10%, Switchboard 5%


None Required.







"Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records."


Interstate Hotels & Resorts is an EEO/AA/Disabled/Veterans Employer. Click here and here to navigate to the "EEO is the Law" poster and supplement.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.



 
Requirements
 
Requirements
Requirements
 

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