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.
This position will require associate to work some graveyard shifts and PM shifts.
To provide our guests with excellent service at the front desk from making the reservation to departure. To respond to guests needs, requests and complaints. To sell guest rooms, food & beverage outlets and seasonal hotel promotions. Complete the daily Food and Beverage audit following established policies and procedures. Balance all department accounts and posts any remaining charges. Reconciles room and tax audit and post room and tax to all occupied rooms. Balance POS and PMS systems and close the day. Completes reports for management.
Associate will be required to work graveyard shifts, both weekdays and weekends. Some overtime may be required.
1. High school graduate. Some college preferred.
2. Must have 1-2 years night audit or accounting experience.
3. Previous front desk agent and Marriott experience preferred.
4. Bachelor’s degree preferred or equivalent combination of education and experience.
1. Must be detail oriented and able to work alone.
1. Ability to read, comprehend and write instructions, correspondence and memos.
2. Ability to communicate verbally (including telephone contact) with Guests, management and co-workers.
1. Previous computer experience required.
2. Previous Marriott PMS and Marsha experience preferred.
1. Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.
2. Ability to compute rate, ratio and percent.
1. Ability to apply common sense understanding to carry out instructions.
2. Ability to define problems, collect data, establish facts, and draw valid conclusions.
3. Ability to interpret basic technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
1. Ability to follow all appropriate policies and procedures while constantly striving to improve all standards of operation.
2. Ability to follow safety and security procedures and will not pose a direct threat to the health/safety of self or others.
3. Ability to plan, prioritize, organize, maintain concentration, and complete all work assigned.
4. Ability to focus attention to performance of tasks despite frequent, stressful or unusual interruptions.
5. Ability to communicate calmly with irate Guests, co-workers or supervisors in sometimes tense situations.
6. Ability to perform job functions with minimal supervision.
7. Ability to work cohesively with co-workers as part of a team.
8. Treat co-workers and guests with courtesy, friendliness and respect and provide responsive service.
9. Ability to meet or exceed productivity and performance standards and complete tasks as assigned by supervisor or manager.
10. Ability to understand and carry out instructions in verbal, written or diagram form.
11. Ability to understand Guests’ service needs.
12. Ability to adhere to work schedule and arrive on time in a neat and alert condition and adhere to company dress standards.
13. Ability to follow all appropriate policies and procedures while striving to improve all standards of operation.
14. Ability to interact with people, particularly in resolving complaints and problems.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES
1. Balance all department accounts.
2. Reconcile front desk postings and investigate discrepancies.
3. Balance Food and Beverage cashiers’ paperwork to Micros report.
4. Balance all credit cards to both Micros and Chase systems.
5. Audit room rates and market codes.
6. Posts room and tax to all occupied rooms.
7. Run “End of Day” reports for both POS and PMS systems. Closes the day.
8. Completes Management reports and distributes accordingly.
9. Review Front Desk log when coming on shift and record pertinent information as needed throughout shift.
10. Post charges to individual room or master account.
11. Welcome and register guests expeditiously, provide information to guests as needed, obtain identification and credit/check approval as directed by hotel policy. Verify rate and departure date. Confirm and modify information required to complete the registration process.
12. Process accounts of departing guests.
13. Resolve guest problems and complaints.
14. Receive advance deposits at the desk for future reservations and process as per policy.
15. Adhere to guest safe deposit box procedures.
16. Adhere to policies regarding handling of employee’s cash bank.
17. Reconcile all charges and cash received during shift and prepare drop. Have drop witnessed.
18. Answer all guest questions accurately and resolve problems in a timely manner ensuring guest satisfaction. Authorize revenue allowances as allowed by hotel policy.
19. Sell guest rooms, food & beverage outlets and seasonal hotel promotions.
20. Review Front Desk log when coming on shift and record pertinent information as needed throughout shift.
21. Post charges to individual room or master account.
22. Complete tasks on daily checklist.
23. Communicate with other hotel departments to maintain a high level of guest satisfaction.
24. Sell Marriott Rewards Program to guests.
25. Process mail, messages, faxes and packages.
26. Responsible for knowledge of groups and functions in the Hotel on a daily basis.
27. Ensure all equipment is in operation order and all supplies are up to par. Report equipment that needs repair or supplies that need to be ordered.
28. Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
29. Be a Team Player and encourage the teamwork attitude among staff.
30. Attends department and inter-departmental meetings.
31. Notify management of any pertinent information related to shift activities.
32. Be knowledgeable in all hotel emergency procedures.
33. Ensure areas are free of safety hazards and performs all duties in a safe and efficient manner.
34. Ensures total guest satisfaction.
35. Follow supervisor’s instructions and performs other duties as directed or assigned.
SECONDARY JOB DUTIES
1. Receive advance deposits at the desk for future reservations and process as per policy.
2. Ensure all equipment is in operation order and all supplies are up to par. Report equipment that needs repair or supplies that need to be ordered.
The frequency codes assigned in these job descriptions are:
Rarely less than 1%
STANDING/WALKING: Constantly on a variety of surfaces (carpet, tile, granite, etc.)
CROUCHING (BENDING AT KNEES): Occasionally. Lifting and completing tasks performed at low levels.
KNEELING/CRAWLING: Occasionally. Lifting and completing tasks performed at low levels.
STOOPING (BENDING AT WAIST): Frequently. Lifting and completing tasks at different levels.
TWISTING/TURNING AT KNEES, WAIST & NECK: Frequently.
LEG/FOOT USE: Occasionally.
REACHING (OVERHEAD/EXTENSION): Occasionally. Lifting and completing tasks at different levels.
LIFTING/CARRYING: Frequently lifting/moving up to 10 pounds. Occasionally lifting/moving up to 25 pounds.
SPEECH REQUIREMENTS: Constantly required to speak to others in person and on the telephone.
HEARING REQUIREMENTS: Constantly required to listen to others in person and on the telephone.
VISION: Constantly required to see up close and ability to adjust focus. Occasionally required to see distances.
Exposure to chemicals, noise, vibrations: Exposure to basic cleaning supplies; moderate to moderate