Front Office Manager at WINDSOR CAPITAL GROUP – Walnut Creek, California

Purpose for the Position:

To coordinate Front Office activities of hotel. Maintain a high quality of services offered to guests through management of the functional areas of reservations, guest registration, bell services, telephone services and guest accounting. Additionally, establish operational standards and maximize profits of the hotel.

Essential Responsibilities:

1. Assigns duties and shifts to workers and observes performances to ensure adherence to hotel policies and established operating procedures.
2. Confers and cooperates with other managerial staff to ensure coordination of hotel activities.
3. Demonstrate positive leadership characteristics, which inspire employees to meet and exceed standards.
4. Supports and adheres to the core values, the mission statement, service fundamentals, and guest service philosophy as defined by the company.
5. Attend meetings as well as schedules and conducts departmental meetings.
6. Answers inquiries pertaining to hotel policies and services.
7. Ensure smooth check-in/check-out experiences, guest interactions, and guest satisfaction.
8. Arranges for private telephone line and other special services.
9. May patrol public rooms, investigate disturbances, and warn troublemakers.
10. Participate in the recruitment process for front office staff.
11. May receive and process advance registration payments.
12. May send out letters of confirmation or return checks when registration cannot be accepted.
13. Maintains standards of guest service quality.
14. Achieves budgeted revenues and expenses and maximizes profitability related to the guest services department.
15. Contributes to the profitability and guest satisfaction perception of other hotel departments.
16. Develops short-term and long-term financial and operational plans for the guest service department, which relate to the overall objectives of the hotel.
17. Participates in the preparation of the annual hotel budget.
18. Increases level of guest satisfaction by deliver of an improved product through employee development, job engineering, and quality image.
19. Manages in compliance with local, state, and federal laws and regulations.

20. Manages the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.

21. Maintains procedures for credit control and handling of financial transactions.

22. Maintains procedures for security of monies, guest security and emergency procedures.

23. Receives departmental-related guest complaints and ensures corrective action is taken.

24. All other duties as assigned by a manager or supervisor.

Skills and Abilities:

• Read and interpret business records and statistical reports.
• Use mathematical skills to interpret financial information and prepare budgets.
• Analyze and interpret policies established by administrators.
• Understand the government regulations covering business operations.
• Make business decisions based on production reports and similar facts.
• Make business decisions based on your own experience and opinion. See differences in widths and lengths of lines such as those on graphs.
• Deal with the public, customers, employees, union and government officials with tact and courtesy.
• Plan and organize the work of others.
• Change activity frequently and cope with interruptions.
• Speak and write clearly.
• Accept the full responsibility for managing an activity.

Physical Demands: Light work. Exerting up to 20 pounds of force occasionally. Requires walking or standing to a significant degree.

Requirements

• High School completion or an equivalent level of education and experiences.
• 1-2 years of previous experience in the hospitality industry, preferrable in the Front Office Department.