Stanford's Corporate Culture
Stanford Hotels Corporation is a mid-size, owner-operated company that specializes in the development and management of high quality, full service hotels using a variety of franchise brands. The corporate office is located in San Francisco; however, Stanford Hotels has 13 properties throughout the U.S. comprising three top global brands including Marriott, Starwood and Hilton.
Our goal is to be the "Best of the Brand." Since 1985, Stanford Hotels Corporation believes that high-quality properties, exceptional customer satisfaction, and engaged employees set Stanford Hotels apart from the rest.
Duties and Responsibility:
- Responsible for the efficient and professional running of the front office, including relationships with other departments.
- Ensure smooth check in and check out of all guests, through properly handling guest accounts.
- Deal with any guest requests and problems and satisfy their needs within acceptable guidelines.
- Be prepared to perform all front office functions, including front desk, AYS, Concierge, and Bell desk.
- Lead by example: Provide a gracious and aggressive hospitality towards all customers. Be highly familiar and adhere to all policies, procedures and standards.
- Assist all associates with questions and challenges, which might occur.
- During peak hours, be at the front desk to endure efficient and smooth service is proved to all customers.
- Create a productive and positive atmosphere at the desk; have a good relationship with all associates and other departments.
- Act empowered and empowered all associates to provide an outstanding service by taking care of our guests.
- Be a problem seeker and solver.
- Ensure that that work area is always clean, neat and organized.
- Constantly audit all deskwork for accuracy and consistency. Coach and counsel staff when appropriate.
- Ensure that all supplies are well maintained.
- Bank out cashiers at the end of each shift according to proper cash handling procedures.
- Be prepared to work night audit shift if needed.
- Be aware of house count number and the rates to be quoted for the day.
- Review discrepant rooms regularly.
- Review VM room regularly.
- Ensure that all Elite, VIP and repeat guests are identified, recognized, pre-blocked and special attention is brought to their reservations.
- Determine weekly schedule, adjust according to business demands.
- Review credit report and take appropriate action to resolve all problems.
- Complete work or special projects as assigned and make sure to meet due dates.
- Work together with staff on the same level, train and retrain on aggressive hospitality skills, technical skills and communication skills.
- Help hire, train, and develop staff.
- Report to work on time with proper uniform, including nametag. Personal appearance must comply with the standard of the hotel.
- Check the information board, daily event sheet, be up to date and informed about daily operations.
- Check with Front Office Manager for additional information.
- Have knowledge about sales strategy, packages, promotions, and discounts and know hot to handle these and how they relate to other departments.
- Develop a thorough knowledge of the products, including hotel rooms, type of rooms, amenities, services of hotel, etc
- Develop knowledge about frequent guests and their special requests and needs.
- Have advanced PMS and Marsha knowledge.
- Be able to work according to budge; keep constant eye on staffing level and control costs as much as you can.
- Be knowledgeable about professional etiquette and protocols.
- Be familiar with all emergency plans and be able to act upon them.
- Use PMS password with discretion; always log off terminal when not working. Control that all associates are also doing so.
- Have a good knowledge about the city and the environment.
- Report any unusual occurrences immediately to the front office manager.
- Have a thorough knowledge of hotel principles and empowerment.
- At all times strive to represent the hotel in the most professional, courteous, and friendly manner.
Team Player: Works well as a member of a group
Leader: Inspires teammates to follow them
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Self-Starter: Inspired to perform without outside help
Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work
Peer Recognition: Inspired to perform well by the praise of coworkers
Minimum 1 year experience working in a Front Desk Supervisory role
Minimum 1 year experience working as a Front Desk Agent
Licenses & Certifications