We are seeking an intelligent, friendly, and customer-focused Front Office Manager to oversee the daily operations of our front office team. The ideal candidate will ensure optimal guest satisfaction while maximizing revenues, profits, and professionalism. This role requires someone with strong leadership skills, a team-oriented approach, and a passion for delivering exceptional service.
Key Responsibilities:
Monitor projected occupancy, market demand, and rates to ensure appropriate staffing levels and scheduling.
Manage and confirm arrangements for Priority Club Guests and VIPs; maintain a VIP arrival list and greet all VIP guests personally.
Lead the rooms department team in delivering exemplary service to all guests, engaging both staff and guests to achieve legendary service levels.
Regularly inspect public areas of the hotel (lobby, hallways, bathrooms, parking lot) to ensure cleanliness and orderliness, coordinating with housekeeping to make necessary adjustments.
Conduct property walks to ensure all areas meet guest expectations and initiate corrective actions when needed, collaborating with managers, supervisors, and staff.
Maintain an operational log to record issues, updates, and notes for supervisors and department managers, ensuring seamless communication across all departments.
Address guest problems and complaints promptly, keeping the Director of Rooms (DOR) informed or escalating issues as necessary.
Be proficient in all front office roles, including Front Desk Agents, Reservations Agents, Bellmen, Supervisors, and Night Auditors, with knowledge of the computer, cashier, and reservations systems.
Cover supervisory responsibilities when needed, such as during supervisor breaks.
Oversee and maintain hotel guest programs (e.g., Priority Club Rewards) and collaborate with the marketing team to create new promotions.
Model Qualifications:
A Bachelor's degree in Hospitality, Business, or a related field is preferred.
Previous experience in front desk, reservations, or hospitality operations is required.
Demonstrated leadership experience in a managerial role.
If you are an experienced hospitality professional with a passion for guest satisfaction and team leadership, we encourage you to apply for this exciting opportunity in Palo Alto, CA.