Front Office Manager

FRONT OFFICE MANAGER – Sheraton Agoura Hills Hotel

Description:

We are seeking a strong customer service professional that will assist with providing quality leadership to the Front Office areas which include: Front Desk, PBX and Bell desk. The position entails active involvement in all areas of the Front Office and of the Hotel. The Front Desk Manager is expected to have direct involvement with guests and employees. This individual serves as the Manager on Duty. This is a hands-on position that requires active, strong leadership. This person will be responsible for training, supervising and working with the Front Office staff in order to achieve the Hotel's goal of providing outstanding guest service. Implement, monitor and maintain compliance with Brand programs and standards. Ensure professional guest service through Consistent, Personalized, Hassle-Free leadership ensure that every guest feels cared for, valued and respected.

REPORTS TO: Director of Guest Service:

ESSENTIAL JOB FUNCTIONS
1. Implement Company and franchise programs and manage the operations of the Front Office (Front Desk, PBX, Bell Stand, and Concierge) to ensure compliance with LSOPs and SOPs and to ensure an optimal level of quality service and hospitality are provided to the hotel guests.

2. Resolve customer complaints anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.

3. Comply with attendance rules and be available to long hours if needed, work on weekends & holidays. Shifts will vary from overnight to AM/PM.

4. Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.

5. Monitor and maintain the Front Office systems and equipment to ensure their optimum performance.

6.Prepare forecasts and reports and assist in the development, implementation and monitoring of the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service.

7. Interact with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues.

Requirements

REQUIRED SKILLS AND ABILITIES: A successful candidate will possess the following skills and abilities

Must have minimum of one year hotel in management experience

Able to communicate in written spoken English.
Self-starting personality with an even disposition.
Maintain a professional appearance and manner at all times.
Must be willing to pitch-in and help co- workers with their job duties and be a team player.
Previous experience with PMS Lightspeed and Marsha
Ability to grasp, lift, carry or otherwise move materials weighing up to 100 lbs.
Ability to move throughout building, bend, stoop and reach to assist other staff members,
Proficient in Microsoft Word, Excel, Office, and Power point.

(pls note, without hotel/management experience your resume will not be qualified for the position)

PERFORMANCE STANDARDS:

Customer Satisfaction
our customers are what we are about. One of the keys to a positive guest experience is positive interaction with Sheraton staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every Sheraton associate is a guest relations ambassador, every working minute of every day.

Work Habits
In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Job Type: Full-time

Pay: $67,560.00 - $73,000.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 10 hour shift
• Holidays
• Night shift
• Overtime
• Weekends as needed

Work setting:

• In-person

Experience:

• Hotel management: 1 year (Required)
• Hotel experience: 3 years (Required)

Work Location: In person