Front Office Manager

DKN HOTEL GROUP•Oxnard, CA

1d•$70,304 - $71,000•Onsite

About The Position

The Front Office Manager is responsible for supervising the Guest Service Team and overseeing all front office activities during scheduled shifts. This role involves managing the front desk, ensuring teams complete checklists, and maintaining all documents. The manager also handles HR tasks, interviews, hires, trains, and coaches new team members, ensuring guest survey scores are maintained. They are responsible for leading the HAFH Experience and may act as the General Manager in their absence. The role requires frequent independent judgment within company policies and procedures, and involves working in various environments across the property.

Requirements

Minimum of two (2) years hotel experience as Front Desk Manager or progressive front desk responsibility.
Strong English skills, both oral and written.
Hotel front desk operations and procedures.
Personnel supervision and training.
Salesmanship and public relations.
Ability to make timely, effective decisions.
Ability to prioritize, organize, and delegate work assignments.
Ability to maintain good team member relations.
Ability to develop and effective guest relations.
Ability to manage multi-departmental operations.
Ability to direct performance of team members and follow-up with corrective action where needed.
Ability to work long hours, 5 to 6 days a week.
Basic accounting procedures.
Cash registers, computers and calculators required.
Current valid driver’s license, proof of auto liability insurance.
Must be aware of the importance of safety and security.
Endeavor to be conscious of safety and security at all times.
Living the DKN Values’ behaviors.
Friendly and courteous to guests and fellow team members at all times.

Nice To Haves

Prefer multi or bi-lingual.

Responsibilities

Complete daily walk-through checklist of all hotel public spaces.
Attend and complete AM & PM Daily line-ups with the team, discussing service reminders, VIPS, and general information.
Review House Count for the next 3-5 days, balance house, pre-block, hard block, review resumes, and ensure notes are correctly loaded into PMS.
Complete daily or weekly reports, including Daily Recap & MMR reports.
Review Pass-on from the previous shift and follow up on noted items.
Make contact with guests who requested something or showed concern to acknowledge and resolve issues.
Maintain a friendly, cheerful, and courteous demeanor, providing personalized service.
Spend 1-2 hours of prime time on the desk and drive per day, understanding team concerns and conversing with guests.
Ensure the team is prepped and ready to take care of guests, providing necessary tools and training.
Ensure the front desk is properly staffed/scheduled, adjusting as needed to maximize productivity.
Hold weekly one-to-ones with Supervisor staff to ensure productivity and team development.
Ensure all boutique items, bikes, and Dry cleaning postings are entered daily and track dry cleaning charges.
Ensure Supervisors are doing effective pass-ons and help them finish on time.
Communicate effectively with guests and team members, keeping sensitive information confidential.
Ensure staff understands the importance of communication.
Supervise, train, and coach the Guest Service Team on systems, processes, procedures, and interactions.
Complete audits of service and observe interactions, providing praise or coaching as needed.
Ensure Signature scores are maintained and followed in accordance with standards.
Review all shop calls and recordings with staff to encourage learning.
Oversee and ensure accountability in all aspects of the Guest Service Team’s performance.
Run the desk, ensuring teams are doing proper and timely checklists and documents are kept in working order.
Check time cards against the posted schedule.
Ensure incentives are posted for agents who earned them.
Track room issues and ensure the team is following up according to standards.
Reinforce SOPs and General Guidelines.
Create SOPs and Memos for the front office, ensuring they are posted, signed off, and uploaded.
Hold FD meetings once per month with an agenda and sign-in sheet.
Maintain good guest relations by staying informed about in-house and area functions.
Provide assistance to other team members and departments.
Coach and Counsel staff when needed, responding quickly to concerns.
Prepare and submit written documentation to staff when required.
Track overall performance and complete 90-day and yearly reviews for all FD staff.
Complete all HR documents in a timely fashion and ensure they are returned to HR before deadlines.
Interview, hire, and train team members.
Coach new trainees, check for learning, and test on new subjects.
Ensure guest survey scores are upheld (check-in/out above 90).
Send out email reports for surveys.
Attend all pertinent in-house hotel meetings and DKN training sessions.
Fill out Incident reports as needed for guests and team members.
Respond to all requests with a sense of urgency and create a sense of urgency from hotel staff.
Keep note of anything that lags or where improvement is needed.
Ensure all guests have adequate credit on file and can settle billing.
Perform other duties as assigned, requested, or deemed necessary by management.
Lead the HAFH Experience.
Responsible for supervision of Guest Service Team/ Front Office.
Has overall responsibility of hotel operations in the absence of the General Manager.