Front Office Manager

Front Desk Manager Essential Purpose: To manage, train, and assist the staff and operations of the Front Desk and Reservations. To ensure a clean, attractive, safe, efficient and secure hotel environment, and the professional handling of all hotel guests. To enforce hotel standards and ensure optimum service to our guests. Essential Duties: To hire, train, schedule, support, review, supervise and discipline employees and terminate employees directly accountable to their position, and to maintain the highest possible level of employee morale and department productivity. To understand and respond to all guest needs and requests in a timely and professional manner. Develop, motivate, and inspire the Front Desk and Reservations staff. Ensure gracious and sincere customer service to all arriving hotel guests, including offering the assistance of a bell-person; giving directions to guest rooms, restaurants, and other hotel facilities; and distributing and explaining package introduction letters, where applicable. Ensure the proper handling of guest check-ins by Front Desk staff, including welcoming guests; obtaining identification and establishing credit; accurately completing all necessary paperwork; accurately entering information into hotel computer system; explaining to guests all aspects of their package format or group arrangements; and ensuring guest satisfaction with rooms and other arrangements. Ensure that all Front Desk Agents, Reservations Agents, Night Audit Agents, and Overnight Attendants are kept informed of all status changes. Diplomatically and effectively handle all guest complaints, referring to Director of Rooms if necessary. Be familiar with Night Audit functions. Ensure proper maintenance and control of guest room keys by Front Desk staff. Personally ensure the satisfactory condition of all VIP rooms prior to occupancy, including special attentions provided for repeat guests. Ensure that affected operating departments have accurate information regarding rooms, including status, condition, and maintenance needs. Establish and control inventory of departmental materials, including administrative supplies. Coordinate with the Maintenance Department to ensure the timely and professional completion of maintenance and repair work in guest rooms and public areas. Be completely familiar with hotel emergency procedures and provide calm reassuring assistance to guests and fellow employees in the event of an emergency. Participate in Temecula Creek Inn's hotel functions, as directed. Follow all specified procedures to correctly handle all cash, credit, and gift certificate transactions. Properly document Personnel/Payroll transactions, as directed. To follow all policies and procedures of the Front Desk department and Temecula Creek Inn. To immediately report all suspicious occurrences and hazardous conditions. To maintain the cleanliness and safety of work areas at all times. To practice safe work habits at all times, to avoid injury to self and others. To comply with company and departmental safety rules and regulations, including the proper handling of all relevant equipment. To attend all mandatory meetings, as directed. To perform other tasks, including cross-training, as directed. Requirements Knowledge + Education: Bachelor's degree in Hotel or Business Management, or equivalent experience, required. English fluency required. Must have minimum three years experience in hotel front desk position, including one year in supervisory capacity, or equivalent experience in a customer service environment. Familiar with OSHA, SB198, local Department of Health regulations, and relevant current laws governing handling of hazardous substances. Skills: Detail oriented. Organized and efficient. Demonstrates ability to train staff and ensure luxury resort customer service. Strong written and verbal communication skills. Safety-minded. High quality standards for production and service. Good team player. Customer service focus. Ability to effectively manage staff to maintain a high level of morale and productivity. Physical Demands: Stands/walks short to long distances approximately 60% of shift. Sits at desk or in meetings approximately 40% of shift. Moderate use of phones, daily. Uses personal computer approximately 25% of shift. Frequent use of stairs, daily. Must be flexible to work long, sometimes irregular hours. Must be able to work well under pressure. Temecula Creek Inn is an Equal Opportunity Employer M/F/V/D Temecula Creek Inn