Job Summary
Front Office Manager is a key leadership position responsible for overseeing the daily operations of the front office team. This role ensures exceptional customer service, efficient administrative processes, and a welcoming environment for all guests. The ideal candidate will possess strong leadership skills, a commitment to excellence in customer service, and the ability to manage multiple tasks effectively. This position is responsible for meeting and maintaining guest satisfaction by creating remarkable and effortless experiences from the moment the guest arrives at the Guest Services desk area, providing a memorable and distinctive experience that will not be forgotten or mistaken. Provide leadership and empowering the Guest Services TEAM to strive for excellence and repeat business.
Duties
- Ensure exceptional customer service by setting a positive example and provides our guests with the best in service, courtesy, and care by responding promptly to guest requests, concerns, and complaints to ensure overall satisfaction.
- Review and share guest comments and scorecard results with associates to celebrate achievements.
- Foster strong working relationships within Guest Services and, equally important, with other departments by communicating effectively, both verbally and in writing to provide clear direction, assigning and instructing associates in work details. Share any relevant information with corresponding departments to ensure a successful outcome daily.
- Lead and manage all aspects of Guest Services and activities to accommodate guests and maximize revenue. Conducts daily pre-shift/monthly meetings, uses an effective monitoring/inspection program of Guest Services and rooms, ensure the application of company policy, procedures, and service standards in coordination with the General Manager.
- Verify and control room reservations, Guest Services systems and compile and prepare financial reports, including rate and availability calendar. Implement and monitor all corporate and brand marketing programs. Assist guests with check-in and out process or related guest service activity.
- Oversees all aspects of the front desk, including managing reservations and ensuring accurate inventory tracking and balancing systems.
- Responsible for the daily room inventory management process and daily pricing process.
- Monitors same day selling procedures to maximize room revenue and control property occupancy.
- Monitor RevPAR index on STR report and provide critical analysis of performance on weekly basis.
- Oversee all aspects of the reservation process, including handling inquiries, managing bookings, confirming reservations, and resolving issues or discrepancies, ensuring accuracy, efficiency, and compliance with hotel policies and procedures.
- Keep Front Desk team focus on the critical components of operations to drive guest satisfaction and the desired financial results.
- Interview, Hire, and train new associates in the procedures and techniques of Guest Services. Training includes detailed instruction on service standards, sales techniques, guest room computer system, and telephone etiquette.
- Identifies the development needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
- Identifies and analyzes departmental operational challenges and facilitates the development of solutions to prevent reoccurrence.
- Arranges work schedules, determining days off, ensuring staffing levels are based on occupancy and any current or anticipated projects.
- Submitting timely and accurate payroll records will ensure associate satisfaction; therefore, daily reviewing time and attendance records and making appropriate corrections is essential.
- Improves service performance via performance reviews, coaching, counseling, and disciplining associates. When appropriate, to ensure standards are met, deficiencies are corrected, and provide or assign associates with additional training when needed.
- Maintain workplace safety and corporate compliance by taking proactive measures, enforcing Hotel safety standards.
- Ensure proper cleanliness, use, repair of all Guest Services equipment and closet/storage areas, controls inventories of room keys, welcome folder, writing utensils, and other supplies, reorders promptly. Immediately troubleshoots or reports system failures, non-functioning telephone, and computer equipment, etc., to the appropriate department.
- Review current standards and introduce hotel-wide changes such as those affecting the Guest Services /Guest Services operations to ensure the hotel is in compliance. Maintain and review computerized records for budgeting and forecasting department expenses and make decisions based on information to ensure maximum profitability.
- Ensuring guest satisfaction includes the prompt return of lost or items accidentally left behind in our hotels; therefore, overseeing the hotel's Lost & Found procedures is critical.
- Provide instruction and guidance for guest's and associate's safety in fire or other emergencies.
- Report all suspicious persons or activities, hazardous conditions, etc., to Engineering/Security.
- Other duties as assigned.
Specific Job Knowledge and Skills:
The individual must possess the following knowledge, skills, and abilities and explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation.
- Have experience with Marriott systems like Lightspeed, MARSHA, and GXP, MGS and Micros
- Front Office leadership experience is required. Candidates without hotel Front Office management experience will not be considered.
- Considerable knowledge of computer-systems for registration, reservations, and backup systems.
- Above average mathematical skills to operate and prepare moderately complex calculations for financial reporting and input and access information via a moderately complex system to meet deadlines, complete necessary reports, and understand information from the hotel, regional or corporate offices.
- Analytical ability sufficient to assess reservations and make relevant decisions regarding room availability or guest resolution situations, use of good judgment.
- Ability to stand, walk and work at times in confined spaces throughout the shift in full sight of guests.
- Deep understanding of revenue management concepts and tools.
- Strategic thinker with tactical execution skills.
- Analytical, data-driven decision-maker.
- Strong interpersonal and leadership skills.
- Effective communicator who can collaborate cross-functionally.
- High degree of integrity and ownership of results.
- Ability to multitask and adapt in a fast-paced environment.Physical Demands /Work Environment:
The physical demands and work environment characteristics described here represent those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Working Conditions:
Physical Demands:
Exerting up to 10 pounds of force occasionally (occasionally: activity or condition exists up to 1/3 of the time), and a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time), to lift, carry, push, or pull, or otherwise move objects, including the human body. Some sedentary office work to complete reports and other computer-related projects. As business demands, ability to perform under the physical and environmental demands as the positions reporting to the Director of Guest Services, see respective job descriptions.
Other Expectations:
Due to the seasonal nature of the hospitality industry, associates may be required to work varying schedules to reflect the hotel's business needs. This includes nights, weekends, and/or holidays. Regular attendance in conformance with the standards is essential to the successful performance of this position. Irregular attendance may be subject to disciplinary action up to and including severing employment.
Qualifications:
High school diploma or GED, 3-years' experience in guest services management in hotels or related professional area preferred, or
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major, 4-years' experience in guest services management in hotels or related professional area.
Why Work with Us?
We offer competitive pay and benefits such as health insurance, 401k Savings Plan, vacation and sick time off. Other perks include employee Marriott hotel room rate discounts where available. Be challenged and rewarded for the work you do. Come and explore the world of hospitality, meet people from all over the world, and enjoy the adventure in all your travels!
Delta Hotel by Marriott Santa Clara-Silicon Valley is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Job Type: Full-time
Pay: $86,000.00 - $90,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Experience:
- Inventory Balancing at a Hotel: 2 years (Required)
- Hotel Daily Room Inventory Management : 2 years (Required)
- Hotel Daily Pricing Process: 2 years (Required)
- Lightspeed PMS: 2 years (Required)
- Marriott Front Office at a Hotel: 2 years (Required)
- Hotel Revenue management: 2 years (Required)
Location:
- Santa Clara, CA 95054 (Required)
Ability to Commute:
- Santa Clara, CA 95054 (Required)
Ability to Relocate:
- Santa Clara, CA 95054: Relocate before starting work (Preferred)
Work Location: In person
