What are the responsibilities and job description for the Front Office Manager position at Ojai Valley Inn & Spa?
Responsible for the overall operation and service levels of the Front Desk and PBX. Facilitate and direct all operating departments, in meeting and exceeding resort goals and assist in providing timely guest and associate resolution that is in the best interest of the guest and the resort. The Front Office Manager is responsible for hiring, training, supervising, motivating, developing, and counseling of all staff in areas of responsibility (line staff, supervisors). Act as Manager on Duty in the absence of Division Head.
Essential:
A minimum of 3 years in a Rooms Management level experience in a four/five star service environment.
Experience reflects working knowledge for both Front and Back of House operations within the Rooms Division.
Must possess the ability to communicate effectively with guests, associates, and all levels of management, with
Confidence and composure, and have proven professional presentation skills.
Ability to consistently embrace and embody Ojai Valley Inn & Spa philosophies; be an example and role model in the representation of our policies and procedures.
Creative thinker with the ability to initiate programs on own.
Experience with PMS Systems and computer programs Excel and Word.
Emotional maturity and judgment.
Resilient, open-minded, flexible, sense of humor.
Articulate, open, and effective communication skills.
Calm, organized approach in all situations.
Valid drivers license.
Desirable:
College graduate or equivalent.
Experience in a Spa Management system.
Multi-lingual.
ESSENTIAL JOB FUNCTIONS:
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.
Develop, implement and enforce hotel standards, policies, and procedures with Front Desk, PBX, concierge, and
Bell staff.
Motivate staff and maintain a cohesive team.
Focus attention to detail and cultivate that in others.
Maintain discretion and confidentiality of all guests and pertinent hotel information.
Work cohesively with other individuals and departments as part of a team.
Hire, train, nurture, and develop staff.
Communicate clearly and effectively.
Prioritize work tasks and delegate as needed.
Maintain complete knowledge at all times of:
All hotel features/services, hours of operation.
All room types, numbers, layout, décor, appointments and location.
All room rates, special packages and promotions.
Daily house count and expected arrivals/departures.
Room availability status for any given day.
Scheduled in-house group activities, locations and times.
All hotel and departmental policies and procedures.
Maintain Front Desk and storage areas for proper supplies, organization and cleanliness.
Monitor and ensure that Front Desk and lobby areas are kept clean and organized at all times. Instruct designated personnel to rectify any cleanliness/organization deficiencies.
Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
Ensure that staff report to work as scheduled. Document any late or absent employees.
Inspect grooming and attire of staff, rectify any deficiencies.
Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel
Monitor the hotel front entrance and resolve any congested situations.
Monitor the check-in/check-out process, ensure agreement to hotel standards, 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 20 minutes. Check for repetitive problems and follow through on any unresolved requests.
Monitor the staffs’ interaction with guests, ensure prompt and courteous service, resolve discrepancies with respective personnel.
Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
Review resumes for arriving groups; organize and coordinate master accounts and check-in/pre-registration procedures.
Review requests for late check-outs and approve according to occupancy. Communicate such to Housekeeping.
Conduct weekly formal training programs on the required job functions with criterion expected and department orientation with new hires. Conduct ongoing training with existing staff.
The salary for this position is $85,000. This is the pay for this position that the employer reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience, type and of size of prior property experience, location, and education.
Salary : $85,000
