Front Office Manager

Front Office Manager

OXN - Oxnard, CA 93036

Salary Range $70,304.00 - $71,000.00 Salary/year Level Management

Essential Functions and Responsibilities of the job include but are not limited to:

• Complete daily walk through checklist of all hotel public spaces upon arrival. Note and follow up on anything that is needed for correction.
• Attend & Complete AM & PM Daily line up with team. Go over service reminders, VIPS and general info for all staff. Make sure it is upbeat, find one positive to discuss and make sure to praise any recent reviews or great service moments.
• Review House Count for the next 3-5 days. Balance house, Pre block, hard block, review resumes, ensure all notes are correctly loaded into PMS reflecting pertinent information for the group and ensure routing is completed for groups.
• Complete any daily or weekly reports that need to be completed. Daily Recap & MMR reports sent out on time.
• Review Pass-on from previous shift. Follow up on all items as noted. Make contact with each guest that requested something or showed concern and express that you are aware and apologize/recover guest.
• Maintain a friendly, cheerful and courteous demeanor at all times, while providing personalized service to hotel guests and our internal guests.
• Spend 1-2 hours of prime time on the desk and drive per day. Understand what concerns the team is facing, have conversations with guests. Ensure team is prepped and ready to take care of guests. Assist with any tools or training needed to lift level and provide positive feedback for team.
• Ensure we are properly staffed/scheduled at the front desk to manage the hotel. If needed, add staff or cut staff as needed to ensure hotel is maximizing productivity.
• Hold weekly one to one's with Supervisor staff. Make sure they are productive and keep pulling up the level of the team.
• Make sure all boutique items, bikes and Dry cleaning postings are entered daily. Track dry cleaning charges against invoices and make sure all EE's are paying for any Dry cleaning charges they incur.
• Ensure Supervisor is doing an effective pass-on and help them get off the clock on time. Check their checklist and review pertinent concerns from the shift.
• Communicate effectively with guests and fellow team members. Hold regular one on ones, keep sensitive information confidential. Ensure staff and team understand importance of communication.
• Proficient at all Guest Service systems and processes. This includes Night Audit, All computer systems, Check in and out procedures, copiers and proper filing of all paperwork.
• Supervise, train, coach Guest Service Team on systems, processes, procedures and interactions. Complete audits of service and observe interactions. Praise when done well, and coach when needed.
• Ensure Signature scores are maintained and followed in accordance with standards. Review all shop calls, go over with staff. Update Signature boards, review recordings with staff members to encourage learning and keep info fresh.
• Oversee and ensure accountability in all aspects of Guest Service Team's performance.
• Responsible for all front office activity during scheduled shifts. Runs the desk, ensures team is doing proper and timely checklists and all documents are kept in working order.
• Check time cards to posted schedule. Ensure incentives are posted to agents who earned incentives for Signature, sell outs and upsells.
• Track issues for rooms and ensure team is following up and is complaint to standards
• Reinforce SOP's and General Guidelines. Create SOP's and MEMO's for front office, ensure all are posted and signed off on and uploaded to Ultipro.
• Hold FD meeting once per month. Create an Agenda and have a sign in sheet.
• Maintain good guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on the phone.
• Provide assistance to other team members and departments to contribute to the best overall performance of the department and hotel.
• Coach and Counsel staff when needed-respond quickly to all concerns. Prepare and submit written documentation and deliver to staff when required.
• Track…