Front Office Manager (The Cassara Carlsbad

Front Office Manager

Tapestry Collection by Hilton - Carlsbad, CA 92008

Salary Range $28.00 - $30.00 Hourly Position Type Full Time Job Shift Varied

POSITION PURPOSE

Oversee the daily operations of the Front Desk Department and Guest Service areas. Ensure that front desk and communications meet hotel standards for maximum guest satisfaction. Act as the main contact for guests and other hotel departments in all day-to-day aspects of the hotel operation.

AVERAGE % OF TIME

25% Ensure efficient guest registration, check out and telephone service. Observe front desk agents and ensure that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification and credit are established and all posting, cash transactions, account settlements and deposits are handled correctly.

20% Observe Front Office Associates and ensure that their duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, calls are handled both courteously and professionally, calls are answered on a timely basis and the proper greetings are used, messages are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through.

20% Direct and train Front Office Associates. Assist in new-hire and on-going training. Direct and assist Front Office staff in organizing breaks, ensuring that all work is completed efficiently and according to schedule.

20% Arrive at workplace on time in professional attire prepared with tools and all equipment needed for service. Review current day's expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. Review the daily room availability and inform staff. Check status of departures on a daily basis.

Relay all pertinent information to front office staff.

15% Produce department schedules in accordance with budget productivity standards and communicate the schedule to staff in a timely manner. Order supplies and any needed items while adhering to budget and ensuring staff receive all the necessary tools and supplies to work efficiently.

Other:

• Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.
• Upon employment, all employees are required to fully comply with The Cassara by Hilton rules and regulations for the safe and effective operation of the hotel facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Supportive Functions

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:

• Assist with assorted accounting tasks including Accounts Receivable, Accounts Payable, and Cash Handling/Bank Management.
• Provide support to the Housekeeping Department as needed inclusive of supply orders, scheduling, and setup of daily room assignment boards.
• Assist the food and beverage team with as-needed support inclusive of food running and guest relations needs.
• Any additional tasks assigned by the Operations Manager or General Manager.

Specific Job Knowledge,

Skills and Abilities

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.

• Extensive knowledge of the hotel, its services and facilities.
• Must have excellent customer relations skills and leadership capability.
• Must be detail oriented with outstanding organizational and communication skills.

• Must possess basic computational ability.
• Must possess basic computer skills including proficiency in Microsoft Office Programs such as Word and Excel.

• Must have excellent leadership capability and customer relations skills.

• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable):
  Title VII,…