Front Office Manager

La Bahia Resort and Spa•Santa Cruz, CA

10d•Onsite

About The Position

The Ideal candidate for Front Office Manager will be an inspirational leader with a passion for crafting exceptional guest experiences leading to great guest satisfaction returning guests, a talent for developing and training others and thorough knowledge of industry trends. This role will assist the Hotel Manager in managing the Front Office operations including Valet Parking & Bell Services, Front Office, Retail, and Security while embracing La Bahia and Spa’s luxury service standards (inspired by Forbes) and unique experiences throughout the hotel. This role offers a dynamic work environment where your contributions directly impact the guest experience. If you are dedicated to cleanliness, customer satisfaction, and enjoy working in a team-oriented atmosphere, we invite you to join our Front Office team at La Bahia Hotel & Spa.

Requirements

(2-3) years or more minimum experience as Front Office Manager in a luxury hotel and/or resort overseeing multiple departments.
Knowledge of local and state laws and regulations as relates to the rooms department.
Knowledge of luxury rooms service standards (Forbes 5 Star, AAA 5 Diamond).
Strong leadership skills; a natural motivator
Strong management reporting skills.
Strong business acumen.
Strong Communication Skills (written, verbal and formal presentation style)
Strong problem-solving skills
Effective decision-making skills
Effective conflict management skills
Ability to influence others
Strong organizational skills

Nice To Haves

Luxury resort experience preferred.
Hotel opening experience a plus.
Housekeeping experience/knowledge a plus

Responsibilities

Ensure all Front Office staff consistently deliver the brand promise, providing outstanding guest service at all times.
Maintain and utilize guest history records effectively, ensuring repeat guests are pre-registered and recognized.
Implement and oversee guest recognition programs to enhance loyalty and personalized experiences.
Greet and assist VIP and long-stay guests, ensuring adherence to established recognition protocols.
Monitor check-in and check-out processes to guarantee efficient, high-quality service.
Address guest complaints and inquiries promptly, ensuring swift resolution and follow-up.
Keep Front Office staff informed on promotions, policies, and hotel updates.
Ensure all team members are knowledgeable about hotel products, services, and brand standards.
Develop and execute training programs in collaboration with the Hotel Manager to enhance staff performance.
Foster a positive and professional work environment, encouraging teamwork and excellence.
Oversee Front Office and Pearl Lounge operations during peak periods to ensure smooth service delivery.
Coordinate with Housekeeping and Engineering to manage room allocations and maintenance needs.
Ensure compliance with company brand standards, implementing enhancements where applicable.
Maintain accurate guest data in all systems.
Stay informed on industry trends, competitor offerings, and market developments to maintain a competitive edge.
Analyze guest feedback (e.g., Consumer Audit results) and implement necessary improvements.
Work closely with other department managers to support overall hotel success and guest satisfaction.
Perform additional duties as assigned, demonstrating flexibility and leadership within the scope of the role.
Manages the front desk agents and valet parking & bell services, including setting the schedules.
Is responsible for the overall direction, coordination and evaluation of all front office departments.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.