Front Office Manager

Front Office Manager

The Westin Verasa, Napa Location: USA–Napa, CA Type: Exempt (Salary). The range of pay: $70,000 - $80,000 DOE. Category: Hotel/Resort, Guest Services

The Westin brand is built on four unique differences - tradition, distinctive hotels, products and service. We look for 'people who make the difference', a Westin legacy where associates deliver a consistent and memorable level of service all the time.

Responsibilities Responsible for assuring complete success of Front Office department, with a strong orientation toward customer service and quality. It is expected that the Front Office Manager will participate in expanding and improving service quality throughout the hotel. Responsible for the overall direction, coordination and evaluation of all areas of Front Office Department including interviewing, hiring, training, staffing, assigning, and directing work, addressing complaints and resolving service issues. Responsible for documenting individual progress, target strengths and weaknesses, provide follow-up training and encourage, motivate and recognize staff! Front Office Manager will be responsible for supervising the Front Office Supervisors & associates and act as a leader and positive role model within the department.

Overall Responsibilities: Proactively encourage and maintain open and positive communications with all associates and managers. Maintains regular and constant contact with Front Office Associates and monitors their contact with guests. Makes certain that phones are answered following Marriott phone etiquette. Measures current levels of service performance against previously measured bench marked performance and constantly strives for improvement. Assists with the training of Front Office Associates and makes certain that they are trained in all areas of Front Office. Schedules Front Office Associates in cross-functional activities. Maintains up-to-date status on in-house groups, functions, arrivals and departures. Reviews VIP arrivals and makes certain that guest's needs for special requests are met. Provides constant feedback to hotel management and department heads concerning service issues, including guest desires, complaints and comments. Presents innovative ideas to hotel management. Make certain that the Marriott approved Front Office technology is used to its fullest capacity. Empowers and coaches associates in providing technically proficient, courteous, and timely service. Coaching and disciplinary involvement with the associates Training and retraining of all associates. Assist with recognition planning and implementation. Conducts periodic departmental meetings. Maintains open and excellent communication with all department heads. Deliver the best possible Guest and Employee Experience. Accurately schedule all staff areas based on anticipated occupancy, group arrivals/departures, and special events to meet the demand for labor and make use of optimum budget dollars. Provide updates to associates as soon as received to keep them current on all resort activities. Maintain employee appearance standards in order to ensure consistency. Help maintain the training manuals and other information. Provide consistent feedback on individual progress, challenges or concerns. Offer potential or proposed solutions or amendments. Establish, foster and maintain a positive and fun work environment always keeping communication lines open. Financial responsibilities include knowledge and management of labor budgets; monitoring daily labor costs to help ensure the department meets the projected goals; overall understanding of departmental finances.

Additional duties as necessary and assigned. In addition to performance of the essential functions, this position may be required to perform a combination of supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the requirements of the hotel.

Other: Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required. Upon employment, all employees are required to fully comply with Marriott rules and regulations for the safe and effective operation of the hotel facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Physical Demands Most work tasks are performed indoors. The temperature is moderate and controlled by the hotel environmental systems. Must be able to sit at a desk for up to 5 hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task. Must be able to lift up to 15 lbs. on a regular and continuing basis. May be required to lift trays of food or food items weighing up to 30 lbs. Must be able to push and pull carts and equipment weighing up to 250 lbs. Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis. Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity. Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates. Requires manual dexterity to use and operate all necessary equipment. Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

General Skills Description High school or equivalent education required. Bachelor's Degree preferred. Marriott Brand knowledge preferred. One year hotel Front Office Assistant Manager experience required. Previously Front Office manager experience preferred.

Skills and Knowledge The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities. Must be able to speak, read, write and understand the primary language(s) used in the workplace. Must be able to read and write to facilitate the communication process. Requires good communication skills, both verbal and written. Must possess basic computational ability. Must possess basic computer skills. Most tasks are performed in a team environment with the employee acting as a team leader. Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.

Grooming All employees must maintain a neat, clean and well-groomed appearance by Marriott standards.

The Westin Verasa Napa is an Equal Opportunity Employer and complies with all applicable federal, state, and local employment laws. We are committed to providing equal employment opportunities to all applicants and associates.

Work schedule Weekend availability Holidays Day shift Night shift

Benefits Health insurance Dental insurance Vision insurance Life insurance 401(k) 401(k) matching Referral program Employee discount Other