Overview
Dir-Front Office Jobs in Santa Monica, CA at Viceroy Santa Monica
Full Job Description
TheDirector of Front Officeprovides day to day supervision, direction and leadership to the Front Office department to ensure that revenue goals and guest satisfaction standards are met. Front office areas include Front Desk Agents, and Bell/Door Staff. This position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department. Acting Manager on Duty for operations. Flexible scheduling availability is required including weekends and holidays.
Essential Job Functions:
Oversees front office operations to ensure an optimal level of service and hospitality are provided to hotel guests. Interview, select, train, schedule, coach and support Assistant Managers and associates, ensuring they perform in accordance with established brand or hotel standards. Review and respond to guest surveys and reviews communicating to hotel departments to maintain and improve guest satisfaction scores and brand standards. Review correspondence from guests and incident logs and direct staff according to information obtained. Resolve customer complaints, and anticipate potential problems by reviewing and monitoring operational issues, business flow and associate performance.
Monitor all front of the house financial operations and ensure front office compliance with accounting controls and procedures. Oversee agents to ensure that billing and cash handling procedures are accurate. Ensure that all rates and credit procedures are followed to ensure revenue collection and minimize chargebacks. Monitor occupancy of guest room space to ensure most efficient use and minimize overbooking. Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies. Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Other duties as assigned
Skills/Knowledge Required:
Must possess a positive attitude
Must be energetic and outgoing
Must be service oriented
Must be a team player
Must be able to multi-task
Must possess excellent interpersonal, analytical, and organizational skills
Must have knowledge of basic arithmetic
Must have the ability to input data and access information on the computer
Physical Requirements:
Must be able to sit at a desk, walk, and stand for up to four (4) hours
Must be able to walk and stand for extended periods of time
Must be able to bend, stoop, squat and stretch
Must be able to occasionally lift up to 25 lbs.
Must have finger dexterity to be able to operate office equipment such as computers, printers, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed
Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity
Qualification Standards:
Education:College degree preferred.
Experience:3-5 years previous experience in a similar position in a luxury hotel preferred
Licenses or Certificates:none
Grooming:All colleagues must maintain a neat, and well groomed appearance (specific standards will be provided)
The expected pay range for this position is $90,000 – $95,000
Viceroy Hotel Group is a leading hotel company that combines desirable location, un…
Title: Dir-Front Office
Company: Viceroy Santa Monica
Location: Santa Monica, CA
Category:
