Front Office Manager

Company: San Ysidro Ranch
Location: Santa Barbara
Posted on: June 20, 2022

Job Description:

Job SummaryThe San Ysidro Ranch, a Forbes Five Star resort, is searching for an exceptional Front Office Manager who shares a passion for excellence and who infuses enthusiasm into everything we do. This position has the opportunity to shape the guest experience by providing exceptional knowledge and service in support of our team members. Work on a team that is built on mutual respect, collaboration, excellent service and a passion for providing the ultimate luxury experience.We are seeking a Front Office Manager to oversee and direct the operations of our Front Desk, Guest Services, Reservations, and Guardhouse teams. This person will have strong leadership, interpersonal and analytical skills, is able to prioritize and adapt to the changing needs of the operation, and can evidence having a solid work ethic, good business acumen and a passion for service.Job FunctionsEssential Job Tasks

• Maintain complete knowledge of and complies with all departmental policies, service procedures, and standards
• Develops and directs all front office team members through ongoing training programs and daily testing of standards and procedures
• Coordinates and monitors all guest requests and amenities with corresponding departments
• Develops and updates policies and manuals for each department
• Participates in and leads recruitment and talent development for the department to meet both current and future needs
• Monitors and orders office supplies, including stationery and guest request items
• Maintains an orderly appearance throughout the inside and outside guest's reception area
• Enforces all cash-handling, checking, and credit procedures
• Monitors high balance guest and takes appropriate actions
• Reviews daily Front Office work and activity report generated by Nigh Audit
• Reviews daily Front Office log book and guest feedback
• Maintains working relationship and communicates with all departments
• Leads the morning operational meeting
• Attends and participates in weekly Department Manager meeting
• Verifies that accurate room status information is maintained and properly communicated
• Ensures that all guest-related tasks are handled accurately and on time to improve guests' experience
• Conducts performance evaluations and disciplines staff when needed
• Conduct morning meeting with department heads to review daily numbers, and discuss arrival details with emphasis on VIPs, early arrivals, and high expectation guests.
• Resolves and follows up guest complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible
• Blocks rooms for arrivals and ensures any discrepancies are resolved
• Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups
• Takes action in all matters related to the safety, security, satisfaction and well being of hotel guests and employees when General Manager is not available
• Responds swiftly and effectively in any hotel emergency or safety situation
• Maintains the confidentiality of guest information and pertinent hotel data
• Reviews the daily business levels, anticipates critical situations and plans effective solutions to best service these scenarios
• Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts
• Maintain operation of equipment and supplies needed for the Front Office
• Regularly inspect guest history to ensure all information is recorded and utilized property by staff.
• Attend and participate in revenue yield meetings
• Attends and participates in weekly labor meetings
• Work closely with General Manager in supporting and achieving the hotel's goals and objectives
• Create and maintain relationships with local vendors that will provide optimal, high quality service for guests
• Responsible for staff understanding and compliance with medical protocols, risk management and safety procedures, regulations regarding infection control protocols and applicable OSHA standardsOther Functions --- Performs other duties as assigned by supervisor. Physical Requirements --- Regularly uses a keyboard to interact with computer system. --- Regularly required to communicate verbally. --- Regularly proofreads and/or reviews documents. --- Frequently sits for extended periods of time. --- Occasionally pushes and/or pulls carts, dollies, and the like. --- Occasionally lifts and/or carries objects weighing up to 25 lbs. Educational/Training Preferences
  • Bachelor's degree in Hospitality
  • Minimum of 3-4 years of luxury hotel experience in a management role at the Front Office
  • Requires reading, writing and oral proficiency in the English language, multilingualism will be considered an asset
  • Operational knowledge of Opera and Micros property management and point of sale systems
  • Operational knowledge of Revinate, Opentable, Synxis, GDS, Alice, Paycom, Book4Time, OnTrack, and Canary
  • Operational knowledge of Leading Quality Assurance, Forbes Five Star, and AAA Five Diamond standards
  • Intermediate skills in MS Word, Excel, Outlook in a Windows environment.

Keywords: San Ysidro Ranch, Santa Barbara , Front Office Manager, Administration, Clerical , Santa Barbara, California