Front Desk Manager

Huntington Hotels•San Jose, CA

4d•Onsite

About The Position

The purpose of the Front Office Manager is to support the Front Office Team in their day to day duties; to be a highly visible proactive representative of the hotel who is aimed towards addressing customer needs, anticipation and resolution of potential problems and creating an environment that is warm and welcoming.

Requirements

Previous hotel experience
Must be a self-starter and be able to work with minimum supervision
Possesses a total commitment to guest satisfaction
Displays aggressive hospitality
Communicates well with others
Good organizational skills
Has a great eye for detail
Is flexible and has what it takes to get the job done
Well presented; is well groomed and can conform to hotel’s dress code
Must be able to see well enough to read reports, drive, and use a computer.
Must be able to hear well enough to communicate on the phone and in person.
Must be able to stand to operate office machinery.
Must be able to move between departments.
Must be able to stand for prolonged periods.
Must be able to climb multiple flights of stairs.
Must be able to stoop and kneel for short periods of time.
Must be able to lift a minimum of 30 pounds
Must be able to write, type, and use the phone system.

Nice To Haves

At least 3 years of experience as a Department Manager or Assistant General Manager with a branded hotel.
Marriott brand experience will be given special consideration.

Responsibilities

Supervise the front office to ensure that they are adhering to all hotel procedures, regulations and standards, while striving towards total guest satisfaction.
Ensures smooth, efficient and professional operation of all front office operations.
Ensures that all procedures and policies are in place and followed.
Ensures smooth check-in and check-out of all guests through proper handling of guest accounts.
Owns any guest requests and problems and satisfies their needs within acceptable guidelines.
Performs all front desk functions when needed.
Leads by example: Provides a gracious and aggressive hospitality towards all customers.
Adheres to all policies, procedures and standards.
Assists all associates with questions and or problems which might occur.
Remains at front desk during peak hours to ensure efficient and smooth service is provided to all guests.
Creates a productive and positive atmosphere; has a professional relationship with all associates and other departments.
Empowers all associates to provide outstanding service by using their empowerment guidelines.
Seeks out and solves problems.
Plans and conducts meetings on a monthly basis.
Audits all work for accuracy and consistency on a regular basis.
Coaches and counsels staff when appropriate.
Completes work or special projects as assigned and makes sure due dates are met.
Works together with staff on the same level; trains and retrains on aggressive hospitality skills, technical skills and communication skills.
Stays informed of sales strategies, packages, promotions, and discounts; knows how they relate to other departments and how they are to be handled.
Develops a thorough knowledge of products - hotel rooms, type of rooms, amenities, services of hotel, brand standards etc.
Develops knowledge of frequent guests and their special requests and needs.
Controls costs effectively to meet budget guidelines.
Carries out, within capability, all reasonable requests by management.
Arrives to work on time.