Front Office Manager

Front Office Manager page is loaded## Front Office Manager remote type:
On-Site locations:
Claremont Resort & Club - Berkeley, CAtime type:
Full time posted on:
Posted Yesterday job requisition :
JR111654

At Claremont Resort & Club, we believe that exceptional hospitality starts with extraordinary people. For over a century, our iconic resort has set the standard for luxury and service in the Bay Area. We take pride in creating memorable experiences for our guests—and a rewarding, inclusive workplace for our colleagues. Situated on 22 acres in the Berkeley and Oakland Hills, Claremont Resort & Club seamlessly blends its rich 19th-century history with the modern day to offer the very best of the Bay Area.

Guests dine with friends at Limewood, relax at our urban oasis, The Spa at the Claremont, and discover total wellness at The Club at the Claremont- all while taking in the breathtaking views of the San Francisco Bay.

We value U.S. military experience and invite all qualified military candidates to apply.
** Overview
* * Ensure guest service standards of the guest arrival, departure, and any other guest contact experience are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.###
** Essential Duties and Responsibilities
*** Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
* Implement company and franchise programs.
* Prepare forecasts and reports and assist in the development of the room’s budget.
* Monitor and maintain the front office systems and equipment to ensure their optimum performance.
* Track guest satisfaction surveys and maximize usage of the guest response tracking system.
* Develop and implement controls for expense management. Utilize labor management tools to schedule and control labor costs.
* Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals.
* Communicate both verbally and in writing to provide clear direction to staff.
* Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
* Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied.
* Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
* Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
* 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.
* Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
* Regular attendance in conformance with the standards is essential to the successful performance of this position.
* Comply with attendance rules and be available to work on a regular basis.
* Perform any other job-related duties as assigned.
** Qualifications and Skills
*** Minimum of 2 years Front Desk experience, preferably in leadership role.
* Proficient with PMS system.
* Advanced knowledge of brand’s reward program.
* Able to handle cash and credit transactions.
* Computer literacy and financial management a must.
* Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
* General knowledge of local area attractions and transportation.
* Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and…