Front Office Manager- LSC

VALENCIA GROUP•Austin, TX

About The Position

Responsible for managing all aspects of the Front Office and Guest Services function of the hotel, personally monitoring service and proactively identifying areas of opportunity, ensuring compliance with service and operational standards. Coordinates with all departments throughout the hotel to ensure guest and internal requests are properly fulfilled. Ensures department expenses are in line, maintaining budgeted productivity levels while maximizing guest satisfaction.

Requirements

Minimum of 2 years in a hotel leadership position
Minimum of 3 years in the hospitality industry
High School diploma or equivalent
Strong verbal and written communication skills
Effective time management and problem-solving skills
Proficiency in Microsoft Office Suite, Windows, and cloud-based applications, familiarity with Property Management Systems, handling online bookings and guest feedback
Ability to work well with a team and demonstrate attention to detail
Excellent organizational skills and interpersonal abilities
Demonstrates commitment to Valencia Group Hospitality operating principles and philosophies.
Holds self and others accountable for achieving results.
Addresses conflict in a timely manner.
Contributes to team results.
Deals with change effectively.
Makes decisions, including employees/team, and commits to a course of action with available information.
Develop an understanding of all VGSOPs and LSOPs pertaining to Front Office and Guest Services, those impacted by Front Office and Guest Services, and VGSOPs and LSOPs pertaining to the hotel as a whole, effectively adhering to and/or putting those policies into practice.
Establishes effective, two-way communication with all subordinates.
Effectively coaches and develops all members of the Front Office and Guest Services team.
Finds opportunities to develop all members of the Front Office and Guest Services team
Effectively conveys operating standards to all members of the Front Office and Guest Services team.
Holds all members of the Front Office and Guest Service team accountable for performing to standards.
Communicates effectively with others
Works productively with a team
Contributes to team results.
Ability to follow safety guidelines.
Professional behavior, able to work for long periods of time.
Ability to work under pressure in a fast-paced environment.

Nice To Haves

Minimum one year of experience preferred in either Front Office or Housekeeping
Valid Driver’s license preferred

Responsibilities

Responsible for planning the day-to-day operations of the Front Office and Guest Service department and executing goal.
Provides a positive work environment through motivation, support, empowerment, and development for associates through teamwork and clear communication.
Monitors and responds appropriately to guest service functions, ensuring service standards are maintained.
Maintain budgeted expenses for the Front Office and Guest Service departments.
Process and submit all invoices to accounting in a timely manner.
Assist Front Desk Agents with check-ins and check-outs.
Maintain and promote special guest programs and branded initiatives.
Complete special projects in a timely manner as required.
Monitor department to ensure the highest quality of guest relations.
Identify opportunities for process improvements and operational efficiencies.
Maintain a positive work environment and be a leading positive force in the team.
Walk public spaces, including but not limited to Front Drive, Lobby, and public restrooms multiple times per shift to ensure the desired ambiance is up to company standards.
Maintain the integrity of cost controls and proper maintenance of assets
Responsible for assisting in the supervision and performance of all Front Office-related operations and personnel.
Monitor and maintain Front Office quality and costs.
Prepare the reports for and attend monthly AR meetings.
Compile information regarding internet bookings and process billing accordingly.
Managing billing for AR accounts as needed
Monitor the time and attendance of employees through Paycom
Schedule front office and guest services staff and ensure labor expenses are maintained according to budget and forecast, and service level is at the expected level.
Investigate and resolve any service issues properly, addressing both internally and recovering the guest as appropriate.
Be on call 24/7 for any emergency situations that may arise
Be available to do Manager on Duty weekends as required.
Any other duties assigned by your immediate supervisor
Cover as shift Manager on Duty as needed
Create and communicate weekly schedules and enter them in each system (Hotel Effectiveness and Paycom)
Monitor labor productivity daily and adjust appropriately as needed
Interview and hiring front office and guest service candidates.
Daily review guest feedback and immediately develop and execute a plan to improvement.
Investigate and resolve any service issues properly, addressing both internally and recovering the guest as appropriate
Make and receive calls regarding guest accounts
Assist with customer service with the patrons at the desk, lobby or any other area of the hotel
Exemplify and reinforce the company’s service culture and positive work environment
Ability to effectively receive and provide feedback
Relentlessly train and motivate customer service employees.
Relentlessly rehearse the steps of service with the employees in the lobby daily
Spent a significant amount of time in the lobby, engaging with customers, monitoring, and ensuring the highest level of service, and supporting and assisting the team as necessary.
Assist in the training and motivation of front-of-house staff
Consistently develop and execute new training topics based on staff and operations needs
Always be available to assist other departments
Attend and complete company-mandated training
Attend and participate in company-organized training
Participate in a book club
Effectively manage all hotel communication, both internal and with guests, using communication platforms
Effectively communicates and manages guest issues and follows up to ensure timely resolution.
Ensure timely and accurate reporting of daily operating results and statistical information as related to revenue and expenses.
Report any incidents and create an incident report on the same day
Review daily MOD pass on and communicate as needed
Attend the Daily Stand up and Recovery meeting and communicate answers to any questions timely manner
Review and respond to emails effectively without delay
Effectively cooperate with and assist the Sales team on group billing
Assist with accounting items such as monthly tax exemption/ guests billing inquiries
Post all necessary information needed for employees on the communication board
Maintain a safe, clean operating environment, ensuring compliance to all local health codes and regulations.
Ensure to complete all required certifications, harassment, and safety and security training
Ensure that all Front Office and Guest Services staff complete all required certification, harassment, safety and security training
Ensure to monitor and promote a safe environment in the areas of responsibility, free of any safety and security hazards
Ensure to provide a healthy and harassment-free environment for all employees
Maintain cleanliness and organization in all work areas
Display courteous behavior with guests and team members
Report any unsafe conditions immediately
Ensure hotel equipment is in proper working condition
Perform any additional duties as assigned by the supervisor
Always applies the principles of trust, honesty, respect, integrity, and commitment.
Develops working relationships with vendors, contractors, city officials, and others to ensure the best interests of the hotel are a primary focus.
Establishes confidence in the customer service throughout the hotel and throughout the Valencia Group.