Front Desk Manager | Palihotel San Francisco

POSITION PROFILE:

The Front Desk Manager will have oversight of the Front Desk Agents and Overnight Agents. This role is responsible for operating the hotel at a level that meets and exceeds the standards of our guests. This role will also develop, engage, encourage, and always motivate team members as well as maintain the brand standards of presentation and cleanliness for the property.

The Front Desk Manager will act as Manager on Duty in the absence of the General Manager and assist with special projects as needed. This position reports directly to the General Manager.

Located in the vibrant heart of Union Square, Palihotel San Francisco features 82 fully renovated guest rooms, a welcoming reception and communal lobby, an inviting bar, and inclusive dining space, emanating an authentic neighborhood ambiance. If you’re passionate about creating genuine connections, thrive in a dynamic hospitality environment, and find joy in elevating guest experiences, we invite you to join our team at Palihotel San Francisco!

• Assist with managing all operational functions of the hotel.
• Hold regularly scheduled meetings with all team members.
• Responsible for the recruiting, training and managing of the front desk team.
• Ensure full compliance of hotel operating controls, SOP’s, policies, procedures, and service standards.
• Assist with all key property issues including customer service
• Handle complaints and oversee service recovery procedures.
• Ensure all decisions are made in the best interest of the hotels and management.
• Liaise with GM in developing and implementing improvement actions and carry out cost savings.
• Assist in the procurement of operating supplies and equipment.
• Assist with managing third-party vendor relationships for essential equipment and services.
• Assist with training key team members.
• Coordinating with team members for all activities and functions.
• Arranging the weekly team member schedule in line with all labor budgets.
• Assist with supervising team members.
• Cover Front Desk shifts as needed.
• Be accountable for responsibilities of team members and take ownership of guest complaints.
• Provide effect leadership for team members.
• Respond to audits to ensure continual improvement is achieved.
• Must be completely flexible with scheduling and be open to varied schedules every week based on hotel occupancies. This role will work evenings and weekends.
• Follow uniform guidelines.
• Perform any other reasonable duties as required by management.
• Lead by example always and stay visible to staff.
• Foster an environment where team members know they are valued, ensuring they are treated fairly and with respect.
• Assist in building a culture of open communication, spend time with team members and be available for them (open door policy)
• Continuously strive to improve and maintain client and guest experiences.
• Be a leader in managing the overall reputation management of the hotel, this includes responding to guest online reviews following all branded guidelines.
• Continue to give the brand a voice – naturally showcasing what the brand has to offer and its virtues to others (employees, leaders, owners).Easily translate a passion for the brand into a unique experience for both guest and employees
• Personify the best values of the brand, demonstrating exceptional work ethic and service delivery for all employees on property.
• Effectively manage wages and controllable expenses to all budgets.
• Ensures service standards and all brand standards are followed while actively supporting the entire housekeeping team.
• Handles guest concerns and reacts quickly and professionally.
• Assists with interviewing, selecting, training, counseling, disciplining and scheduling of all team members.
• Participate as an active member of the hotel Safety Committee and be knowledgeable of all safety and security protocols and processes.
• Actively participate in weekly hotel walkthroughs and inspections with the General Manager.
• Ensuring all areas of the property are styled properly to guidelines and SOPs at all times.
• Maintain inventory and its protocols and systems and conduct monthly inventories as assigned.
• Other duties as assigned.