Front Office Manager

Temecula Creek Inn • Temecula, CA

8d • $75,000 - $85,000 • Onsite

About The Position

The Front Office Manager is responsible for managing, training, and assisting the staff and operations of the Front Desk and Reservations. This role ensures a clean, attractive, safe, efficient, and secure hotel environment, and the professional handling of all hotel guests. The manager enforces hotel standards and ensures optimum service to guests.

Requirements

• Bachelor's degree in Hotel or Business Management, or equivalent experience, required.
• English fluency required.
• Minimum three years experience in hotel front desk position, including one year in supervisory capacity, or equivalent experience in a customer service environment.
• Familiar with OSHA, SB198, local Department of Health regulations, and relevant current laws governing handling of hazardous substances.
• Detail oriented.
• Organized and efficient.
• Demonstrates ability to train staff and ensure luxury resort customer service.
• Strong written and verbal communication skills.
• Safety-minded.
• High quality standards for production and service.
• Good team player.
• Customer service focus.
• Ability to effectively manage staff to maintain a high level of morale and productivity.

Responsibilities

• Hire, train, schedule, support, review, supervise, and discipline employees, and terminate employees directly accountable to their position, to maintain the highest possible level of employee morale and department productivity.
• Understand and respond to all guest needs and requests in a timely and professional manner.
• Develop, motivate, and inspire the Front Desk and Reservations staff.
• Ensure gracious and sincere customer service to all arriving hotel guests, including offering the assistance of a bell-person; giving directions to guest rooms, restaurants, and other hotel facilities; and distributing and explaining package introduction letters, where applicable.
• Ensure the proper handling of guest check-ins by Front Desk staff, including welcoming guests; obtaining identification and establishing credit; accurately completing all necessary paperwork; accurately entering information into hotel computer system; explaining to guests all aspects of their package format or group arrangements; and ensuring guest satisfaction with rooms and other arrangements.
• Ensure that all Front Desk Agents, Reservations Agents, Night Audit Agents, and Overnight Attendants are kept informed of all status changes.
• Diplomatically and effectively handle all guest complaints, referring to Director of Rooms if necessary.
• Be familiar with Night Audit functions.
• Ensure proper maintenance and control of guest room keys by Front Desk staff.
• Personally ensure the satisfactory condition of all VIP rooms prior to occupancy, including special attentions provided for repeat guests.
• Ensure that affected operating departments have accurate information regarding rooms, including status, condition, and maintenance needs.
• Establish and control inventory of departmental materials, including administrative supplies.
• Coordinate with the Maintenance Department to ensure the timely and professional completion of maintenance and repair work in guest rooms and public areas.
• Be completely familiar with hotel emergency procedures and provide calm reassuring assistance to guests and fellow employees in the event of an emergency.
• Participate in Temecula Creek Inn's hotel functions, as directed.
• Follow all specified procedures to correctly handle all cash, credit, and gift certificate transactions.
• Properly document Personnel/Payroll transactions, as directed.
• Follow all policies and procedures of the Front Desk department and Temecula Creek Inn.
• Immediately report all suspicious occurrences and hazardous conditions.
• Maintain the cleanliness and safety of work areas at all times.
• Practice safe work habits at all times, to avoid injury to self and others.
• Comply with company and departmental safety rules and regulations, including the proper handling of all relevant equipment.
• Attend all mandatory meetings, as directed.
• Perform other tasks, including cross-training, as directed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level