Front Office - Manager
: Job Details :

Vinarosa Resort & Spa, Santa Rosa, California, United States of America

Responsible for the effective management and direction of the Front Desk operations by ensuring exceptional quality of service to the guest, excellent leadership to the employees while monitoring cost and inventory to ensure a profitable operation.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Hires, trains and supervises the Front Desk staff, concierge, Bell Department and Valet.
• Conducts performance evaluations and coaches and counsels employees when necessary.
• Performs Front Desk duties in the absence of staff.
• Directs the efforts of the Front Desk staff through effective oral and written communication.
• Plans and directs the functions of administration and planning of the Rooms Division Department to meet the daily needs of the operation.
• Clearly describes, assigns and delegates responsibility and authority for the operation of the various Rooms Division departments.
• Develops, implements and monitors the schedules for the operation of all Rooms Division Departments in order to achieve positive results.
• Implements effective control of operating expenses and labor costs among all Rooms Division departments.
• Assists subordinate staff members in establishing and achieving projected profit levels and quality service and cleanliness standards.
• Reviews hotel logs for specific instances and reports to the General Manager.
• Monitors hotel traffic and works with the Front Desk Team to adjust schedules accordingly.
• Participate in Yield Management.
• Develops standard operating procedures and organizes the tools necessary in order to ensure excellent customer service and profitability, e.g. guests FAQs, budgeting, forecasting purchasing specifications, rooms inventory controls, etc.
• Constantly evaluates the performance and motivates the Guest Services / Rooms Division staff.
• Works within an approved budget; develops and implements cost saving measures; contributes to profits and revenue.
• Plans and or administers training and develops programs within the department which will provide well-trained employees at all levels.
• Supports other Guest Services / Rooms Division Departments (HK/maintenance/landscaping) to ensure that the rooms, equipment, and buildings meet requirements of state and local innkeeper laws and internal regulations.
• Analyzes information and plans appropriate opportunities with the Director of Revenue Management concerning the Guest Services / Rooms Division operations such as daily room rates, operating expenses and labor costs.
• Responds to guest complaints accordingly through either verbal or written correspondence.
• Responsible for preparing and presenting a Gues Services / Rooms Division budget and maintains cost control of the operation.
• Regularly conducts Guest Services / Rooms Division staff meetings for the purpose of keeping the staff informed, providing training and to create a positive work environment.
• Attends the meetings and coordinates with other department heads to ensure smooth operation.
• Establishes and maintains policies and procedures for the Guest Services / Rooms Division Department and interprets company policy for employees and enforce safety regulations.
• Surveys and conducts property and room inspections on a regular basis by visually identifying areas of the hotel for needed improvements, such as guestrooms, public areas and the restaurants.
• All other duties as assigned by the supervisor.

OTHER

Regular attendance in conformance with the standards, which may be established by the Hotel from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action up to and including termination.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the Hotel.

Upon employment, all employees are required to fully comply with the Hotel rules and regulations for the safe and efficient operation of the facility.

SUPERVISORY RESPONSIBILITIES:

Directly supervises the Front Desk staff, Concierge, Bell staff and Valet staff. 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.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Knowledge of the Hotel industry, current market trends and economic factors.
• Ability to develop strategies to achieve organizational goals.
• Able to read, listen and communicate effectively in English, both verbally and in writing.
• Ability to read, analyze, and interpret general business periodicals, professional Rooms Division journals, technical procedures, or governmental regulations.
• Ability to write Rooms Division reports, business correspondences and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, customers, and the general public.
• Ability to access, understand and accurately input information using a moderately complex computer system.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions percentages and sales volume.
• The ability to effectively deal with employees and customers some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Meets legal age requirements for the position.

EDUCATION/EXPERIENCE:

Bachelor's degree (B. A.) or equivalent; or four to ten years related experience and/or training; or equivalent combination of education and experience preferred. Previous Guest Services / Rooms Division supervisory experience is required.

CERTIFICATES AND LICENSES:

CPR/First Aid Certified is recommended. Valid California Driver License is required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stoop and crouch. The employee is occasionally required to sit. The employee must regularly lift and/or move up to 25 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently exposed to outside weather conditions. The noise level in the work environment is usually moderate.

GROOMING:

All employees must maintain a neat, clean and well-groomed appearance (specific standards available.)

DISCLOSURE TO JOB APPLICANTS PURSUANT TO THE CALIFORNIA CONSUMER PRIVACY ACT (CCPA)

As part of your job application and the Company's evaluation of your candidacy, the Company collects, receives, maintains, and uses the following types of Personal Information about you for the business purposes identified for each category:

CATEGORY

EXAMPLES

BUSINESS PURPOSE

Personal Identifiers

Name, alias, postal or mailing address, email address, telephone number, social security number, driver's license or state identification card number, passport number

1. To comply with state and federal law and regulations requiring; employers to maintain certain records;

2. To evaluate your job application and candidacy for employment;

3. To obtain and verify background check and references; and

4. To communicate with you regarding your candidacy for employment.

Job application, resume, background check results, job interview notes, and candidate evaluation records

Same as above

Employment History

Information regarding prior job experience, positions held, names of prior supervisors, reference information, skills and when permitted by applicable law your salary history or expectations

Same as above

Education Information

Information from resumes regarding educational history; transcripts or records of degrees, vocational certifications, licenses obtained

Same as above

If you become employed by the Company, the Company will notify you of additional categories of Personal Information that it collects, receives, and maintains for business purposes.

Vinarosa Resort & Spa, Santa Rosa, California, United States of America

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