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Front Office Manager

Company: Avenue of the Arts Costa Mesa, a Tribute Portfolio
Location: Costa Mesa
Posted on: November 22, 2021

Job Description:

Responsible for all Front Office functions and staff. Areas of responsibility include Front Desk, Bell, Concierge and PBX. Directs and works with management and employees to successfully execute all Front Office operations, including guest arrival and departure procedures. Works to establish a safe and secure environment for all guests and associates. Strives to continually improve guest and employee satisfaction and maximize financial performance of the department.

Front Office Manager Responsibilities

-This position has approximately 3 supervisors, 1 Assistant Front Office Manager and 5 hourly direct reports.
-Manage the day-to-day operations of Front Office operations.
-This position carries out supervisory responsibilities in accordance with the organization's policies, procedures and applicable laws.
-Interview, hire, process references including new hire paperwork to company standard, for all Front Office staff in compliance with state and federal laws and company policy.
-Set specific goals and objectives for all the employees in the Front Office
-Establish and communicate performance criteria to all employees and reinforces specific performance goals with subordinate employees, and provide feedback.
-Appropriately disciplines and creates performance improvement plans for employees, for any performance-related issues.
-Maintain proper staffing levels for all operating departments according to hotels' business levels.
-Review with managers and staff the schedules on a weekly basis to ensure business needs and budgeted levels are being met.
-Communicates with team members, both verbally and in writing, to answer questions and provide clear direction in advising and instructing staff in details of work, policies, and procedures.
-Provides timely and real-time feedback to management and hourly associates on service and operational standards; including feedback on all levels of service and operational detail.
-Adhere and have a complete understanding of the Safety Rules and Regulations.
-Plan, distribute delegate, and direct daily, weekly, monthly, quarterly and annual work assignments.
-Monitor and develop team member performance to include, but not limited to, providing supervision and professional development, scheduling, conducting counseling and evaluations, and delivering recognition and reward.
Maintaining Property Standards

-Providing Exceptional Customer Service.
-Handles guest problems and complaints efficiently.
-Empowers employees to provide excellent customer service.
-Displays leadership in guest hospitality by exemplifying excellent customer service and creating a positive atmosphere for guest and employee relations.
Managing Profitability

-Prepare employee schedules according to business forecast, payroll budget guidelines and productivity requirements.
-Work with the Front Office staff on all shifts and prioritize their work assignments.
-Processes payroll and is responsible for scheduling in line with the monthly labor budget.
-Assist in developing financial forecasts and actively participate in monthly profit and loss review meetings.
Managing and Conducting Departmental Activities

-Celebrates successes and publicly recognizes the contributions of team members.
-Establishes and maintains open, collaborative relationships with employees.
-Ensures employees are treated fairly and equitably.
-Provides feedback to employees based on observation of service behaviors.
-Supervises employee's ability to execute departmental and property emergency procedures.
-Ensures disciplinary procedures and documentation are completed according to Standard and Local Operating
-Procedures (SOPs and LSOPs) and support the Peer Review Process.
-Ensures property policies are administered fairly and consistently
Major areas of responsibility include but are not limited to:

-Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
-Anticipate guest needs, respond promptly, and acknowledge all guests, however busy and at any time of day.
-Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
-Ensure all in-house group activities, locations and times set and communicate to staff.
-Maintain a working knowledge of all hotel and departmental policies and procedures.
-Empowers associates to provide excellent customer service.
-Ensures ongoing communication occurs in all areas of responsibility to create awareness of business objectives, awareness of expectations, and recognition of exemplary performance.
-Assist in monitoring and developing team member performance to include, but not limited to, providing.
-supervision, scheduling, conducting counseling and evaluations, providing professional development, and delivering recognition and reward.
-Ensure brand required and service programs are in place and executed properly.
-Communicates with key departments (Housekeeping, engineering, Food & Beverage, reservations, Sales and event planning) to ensure luxury 4 Diamond guest experience from arrival to departure.
-Communicate closely with housekeeping and maintenance regarding discrepancies and ensure a luxury 4 diamond experience quality of Front Office.
-Respond to all guests' requests, problems, and concerns presented in person or through comment cards, letters and/or phone calls, in an attentive, courteous, and efficient manner. Follow up to ensure guest satisfaction.
-Work with Front Office Staff on all shifts and prioritize their work assignments.
-Ensure Marriott Rewards account number is associated with frequent guests accounts and enroll those guests are not already members.

Keywords: Avenue of the Arts Costa Mesa, a Tribute Portfolio, Costa Mesa , Front Office Manager, Executive , Costa Mesa, California

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