Front Desk Lead- Stanford Guest House

Stanford University - Redwood City, CA4.3

Full-timeEstimated: $29,000 - $41,000 a year

Founded in 1891, Stanford University is among the top academic institutions in the country, excelling in a wide range of fields from the humanities to information technology to the health sciences and medicine. The university is located near Palo Alto, 35 miles south of San Francisco, on an 8,800-acre campus.

Residential & Dining Enterprises, the largest auxiliary organization at Stanford University, supports the academic mission of the University by providing the highest quality services to students and other members of the university community. The Department has an annual operating budget of over $206 million, oversees a 5 million sq. ft. physical plant across the campus, and provides housing for over 12,000 students, serves over 18,000 daily meals at 30 dining and retail locations and over 500,000 meals at Athletic Concessions events, and hosts 20,000 conference guests annually. Additionally, R&DE comprises 660 FTE staff in the following divisions: the Office of the Senior Associate Vice Provost, Student Housing, Stanford Dining, Stanford Hospitality & Auxiliaries, Stanford Conferences, and a team of R&DE strategic business partners: Finance & Administration, Human Resources, and Information Technology.

“Students (Customers) First” is the mantra of R&DE and our strategic goals reflect our commitment to delivering quality and excellence to our constituents every day. In R&DE, “Excellence is defined by aligning our strategic goals and performance with our vision.”

The Office of the Senior Associate Vice Provost for R&DE provides strategic and tactical direction to the business units across R&DE and ensures that consistent practices and policies are deployed across the business units and are in alignment with R&DE’s mission and vision.

Stanford Hospitality & Auxiliaries, a division within R&DE at Stanford University is committed to excellence and the highest level of customer service. It is recognized nationally for operating at “the cutting edge” of the industry receiving exceptional service ratings and numerous awards, including the Restaurant & Institutions Magazine Ivy Award for excellence in food service and hospitality. The Ivy Award is one of the industry’s most prestigious and coveted awards, give to those operations that meet the highest standards of food, hospitality and service. With R&DE’s vision “to be the best in the business” Stanford Hospitality and Auxiliaries is a Certified Green Business practicing sustainability in its purchasing and using equipment and processes that reduce solid waste and preserve natural resources. The highest Acterra Sustainability Award was received in 2006, in recognition of these initiatives.

The Front Desk Lead provides superior hotel-style customer service, and a functional coordination presence and operational oversight for the Stanford Guest House’s 24-hour front desk. The Front Desk Lead interacts with the public, guests and Stanford faculty, staff, students, departments and vendors on a daily basis, using independent judgment and discretion. This role reports to the Front Desk Manager.

CORE DUTIES*: (in addition to core duties of Hotel Front Desk Agent)

Provide superior customer service in person, via email and over the phone to all internal and external clients in accordance with R&DE standards and policies.
Oversee and provide direction on front desk shift operations including customer service quality and schedules; lead, coach and mentor staff; and provide orientation and training to lower level staff.
Work with managers to determine methods and procedures on new assignments.
Process special requests as directed, initiate appropriate documentation and notify other departments and/or coordinate with outside agencies as needed.
Ensure front desk operations comply with all operating procedures and university policies, including booking, registration and cash handling; provide necessary information to new and potential customers.
Resolve customer service issues; communicate and escalate to management, as appropriate.
Work closely with management to identify and correct issues and make recommendations to remedy problems.
Will provide functional supervision to front desk staff and escalate critical personnel issues to designated manager on duty.
Serve as a subject matter expert for the Guest House. Participate with other departments and represent the Guest House as needed.
May also represent Guest House at public events, such as fairs, athletic events and registrations, greet customers and serve as a resource for Guest House enquiries.
Manage the VIP experience, ensuring the smooth execution of room blocking, arrivals, room inspections, and check in.
Oversee and assist with coordination of group check-ins, including group room assignments, pre-registration, and communication with Housekeeping on day of arrival.
Serve as after-hours additional hotel point of contact for group leaders.
Work with the Sales Manager to resolve any no-shows, late cancellations, or penalty fees.
  • - Other duties may also be assigned
Education & Experience:
Bachelor’s Degree and four years of relevant experience or combination of education and relevant experience.

Knowledge, Skills and Abilities:
Demonstrates leadership traits including effective communication, supervisory skills, and the ability to manage workflow.
Demonstrates excellent problem solving and decision making skills to effectively solve and respond to complicated requests.
Excellent customer service experience and a proven ability to meet performance standards.
Ability to communicate effectively in English both verbally and in writing with individuals and groups of diverse backgrounds
Ability to work independently and as a member of a team.
Excellent attention to detail and accuracy.
Able to use authority, knowledge and judgment to effectively respond to complicated requests.
Ability to multi task.
Ability to learn policies and procedures and correctly provide that information to customers and use information to make sound decisions.
Strong computer skills such as Microsoft Office (Outlook, Word, Excel, and PowerPoint).

Certifications and Licenses:

Frequently stand/walk, sit, perform desk based computer tasks, use a telephone, and grasp lightly/fine manipulation.
Occasionally twist/bend/stoop/squat, reach/work above shoulders, grasp forcefully, lift/carry/push/pull objects that weigh up to 20 pounds, writing by hand, sort/file paperwork.
Rarely kneel/crawl.

  • - Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.
Occasional work on evenings and weekends
May work extended hours.

Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.

Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University’s Administrative Guide,