Front Office Manager

Leisure Sports, Inc.•Aliso Viejo, CA

About The Position

To work Front Desk and DTS shifts and assist in supervising all associates and operations at the Front Desk and DTS in a professional, service-oriented manner so that these things are ensured: 1) Guests form great first and last impressions of the hotel; 2) Hotel access is controlled and room usage is tracked; 3) Guests are called by name at every opportunity, coming and going; 4) Banquet and catering customers are warmly welcomed, and smoothly directed to the appropriate meeting room or department; 5) All company policies relating to the Front Desk, DTS-Operators & DTS-Delivery are consistently applied; 6) Incoming telephone calls are answered promptly and professionally; 7) All check-in, check-out, and other POS transactions are processed 100% accurately; and 8) Guests view the Front Desk staff as resources for hotel information.

Requirements

Initiative and Leadership
Customer Service skills and the ability to focus staff on customer service
Communication Skills
Hiring, Training and Coaching Skills
Organization Skills; Attention to Detail
Dynamic and Outgoing Personality
Able to write, speak clearly, read, hear and see
Standing for prolonged periods
Walking, bending, kneeling
Lifting and carrying (up to 30 lbs.)
Typing and computer operation
Occasional telephone work/use

Responsibilities

Oversee the hiring, supervision, training, and development of Front Office Agents, DTS–Operators, DTS-Delivery personnel
Be fully capable in all duties, responsibilities and expectations of the Front Office Agent, DTS–Operators & DTS-Delivery positions
Ensure LSI Human Resources policies and employment practices are followed in the Front Office department, including DTS-Operators & DTS-Delivery
Ensure responsiveness of staff to all guest questions and concerns
Ensure that all Front Office/DTS policies and procedures are consistently enforced and followed by all staff
Provide the necessary tools for Front Office Agents, DTS-Operators & DTS-Delivery personnel to perform their jobs in the most efficient and hospitable manner
Determine the requirements for, and follow up with, special groups and VIPs
Prepare and posting weekly schedules that are compatible with guest needs and budget guidelines
Supervise the workload during your shift; complete checklists as required
Ensure LSI Customer Service and Facility Walkthrough and Core Value Quick Check standards are understood and followed by all staff
Have a clear understanding of the roles and responsibilities of all other departments in the hotel and club
Ensure all guest/member issues are handled and resolved efficiently
Update group information daily, maintain future group file, monitor and prepare group requirements; distribute this information as needed
Serve as a role model and set an example for service excellence at the Front Desk including DTS-Operator & DTS-Delivery
Have a thorough understanding of PMS system, and be able to act as a troubleshooter; understand the basics of the MARSHA system; work closely with the DTS and sales departments
Other responsibilities or projects as assigned by the Hotel General Manager