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Front Desk Manager

Company: Rosewood Hotels & Resorts
Location: Santa Barbara
Posted on: May 31, 2021

Job Description:

Begin Your Rosewood Journey

We believe that life is made of many journeys: inspiration, wonderment, curiosity, or the simple joy of discovering something new every day. If you share the same sentiment, then this opportunity is for you.

Rosewood Miramar Beach is looking for a Front Desk Manager to join our Front Office Team!

Job Summary

Responsible for the management of all aspects of the Front Desk functions, in accordance with hotel standards. Directs, implements, and maintains a service and management philosophy that serves as a guide to respective associates.

RESPONSIBILITIES

  • Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
  • Ensure that standards are maintained at a superior level on a daily basis.
  • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
  • Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
  • Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
  • Maintain positive guest relations at all times.
  • Resolve guest complaints, ensuring guest satisfaction.
  • Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
  • Maintain complete knowledge at all times of All hotel features/services, hours of operation, All room types, numbers, layout, decor, appointments, and location, All room rates, special packages, and promotions, Daily house counts and expected arrivals/departures/ VIPs, Room availability status for any given day, Scheduled in-house group activities, locations and times, All hotel and departmental policies and procedures.
  • Access all functions of the computer system.
  • Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
  • Ensure that current information on rates, packages, and promotions are available at the Front Desk and that all associates are knowledgeable on such.
  • Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
  • Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
  • Ensure that associates report to work as scheduled.
  • Coordinate breaks for associates.
  • Assign work duties to associates.
  • Conduct pre-shift meetings with associates and review all information pertinent to the day's business.
  • Inspect grooming and attire of associates; rectify any deficiencies.
  • Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
  • Constantly monitor associates' performance in all phases of service and job functions. rectify any deficiencies with respective personnel to include Front Desk associates, Bell/Door associates, PBX associates, and Concierge associates.
  • Monitor the hotel front entrance and resolve any congested situations.
  • Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
  • Monitor communication logs and ensure that guest requests are followed up within minutes.
  • Monitor and ensure that express check-outs are processed through the system.
  • Monitor the associates' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
  • Assist associates with their job functions to ensure optimum service to guests.
  • Observe guest reactions and confer frequently with associates to ensure guest satisfaction.
  • Ensure security of guestroom access.
  • Monitor and ensure that all cashiering procedures comply with Accounting policies and standards Contracted banks, Shortages/overages, Late charges, Petty cash/paid-outs, Adjustments, Posting charges, Making change for guests, Payment methods/processing, Settling accounts, Closing reports, Cashier reports, Balancing receipts, Dropping receipts, Securing banks
  • Review previous night's no-shows, verify and ensure billing of such.
  • Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
  • Assist associates with expediting problem payments.
  • Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or "walked" guests.
  • All other duties as required.

About Rosewood Miramar Beach

Rosewood Miramar Beach features 161 ultra-luxury guestrooms across 16 acres, including a glamorous Presidential Residence, a Bridal Suite, and multi-bedroom family bungalows nestled among rolling lawns and mature landscaping. Guests are treated to estate-style service, entirely personalized to complement their every need. Amenities include an oceanside bar and restaurant with an outdoor terrace, a signature restaurant, two swimming pools, a Sense spa, a state-of-the-art fitness center, a beach club, and a screening room. In addition, the resort offers 12,000 square feet of indoor and outdoor event space including a 6,000-square-foot ballroom.

Competitive Benefits

  • Medical
  • Dental
  • Vision
  • Life & Disability insurances
  • 401K
  • Complimentary Room Nights

Connect with us:

Job Requirements

Required Skills

  • General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize, and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest's service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain the confidentiality of guest information and pertinent hotel data.
  • Technical Skills: Familiarity with yields management and cost controls; ability to perform job functions with attention to detail, speed and accuracy, prioritize and organize, be a clear thinker, remaining calm and resolving problems using good judgment, follow directions thoroughly, understand guest's service needs, work cohesively with co-workers as part of a team, work with minimal supervision, maintain the confidentiality of guest information and pertinent hotel data, ascertain departmental training needs and provide such training, direct performance of associates and follow up with corrections when needed, input and acc

Keywords: Rosewood Hotels & Resorts, Santa Barbara , Front Desk Manager, Other , Santa Barbara, California

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