Front Office Manager at HotelsAB LLC – Los Angeles, California

Position: Front Office Manager

Reporting to: Director of Front of House

Summary of Position: Assisting in the overall management and training of the Front Office; including but not limited to Reservations, Concierge, Front Desk, Bell and PBX operations

Summary of Essential Functions:

• Support, train, and supervise Front Office staff
• Ensure timely and accurate guest service
• Standardize SOPs for Front Office
• Review guest profiles – update and maintain with current information as necessary and ensure specific details are noted (amenity preferences, birthdays, children’s names and ages, etc…)
• Monitor and stock office supplies and guest sundries
• Assist with resolving guest incidents and complaints
• Perform daily bucket check
• Monitor sales and inventory of t-shirts and sweaters
• Review guest ledgers to remain compliant with “Guest Credit and Authorization” SOP
• Oversee upsell program and implement motivation/incentives (i.e. monthly challenges with special rewards to top producer)
• Assist in creating seamless communication between Front Office and other departments within hotel
• Maintain Concierge book to be updated and current at all times
• Coordinate room stays by all Front Desk Staff
• Ensure knowledge of Front Desk Staff by quizzing and spot checking
• Keep Front Desk organized and clean of clutter
• Oversee and coordinate Front Desk commissions and provide report and deposit each pay period
• Spearhead Concierge outreach and engagement (restaurants, shows, targeted events, etc..)
• Maintain and manage outgoing and incoming packages for distribution
• Assist in checking time edits and payroll when needed
• Understand completely all company policies, procedures, standards, specifications, guidelines and training programs
• Additional work as needed by Senior Management

Summary of Job Requirements:

• Must have 2+ years in similar position
• Excellent customer service skills.
• Clear verbal and written communication skills.
• Detail oriented and ability to work in fast paced environment.
• Computer skills, including Microsoft Office and Excel.
• Excellent follow up skills.
• Excellent time management skills.
• Excellent listening skills.

Summary of Physical Requirements:

• Must be able to be stand/move for at least 8 hours per day.
• Fast paced movements are required.
• Periodically bending and stretching is required.
• Pull, push, move and carry or lift up to 25 pounds of force required.
• Must be able to seize, grasp turn and hold objects with hands.
• Must be able to hear and speak clear to communicate with guests and employees.