Job Details
Level
Experienced
Job Location
Lone Star Court – Austin, TX
Position Type
Full Time
Education Level
2 Year Degree
Salary Range
$45,000.00 – $52,000.00 Salary/year
Travel Percentage
None
Job Shift
Any
Job Category
Hospitality – Hotel
Description
Up to $900 RETENTION PROGRAM PAY and MORE, APPLY to FIND OUT!
Are you a Customer Service Super Star…. WE NEED BIG STARS LIKE YOU!!!
Come be a part of an AWARD-WINNING TEAM.
LONE START COURT is located in AUSTIN, TEXAS and is a pillar of the community. Our hotel is unique to the city and we are looking for outstanding talent to provide exceptional customer service to our guests. We are part of Valencia Hotel Group, a collection of hotel’s are created for today’s passionate traveler, each of our hotels are intentionally built to showcase modern design and classic character. We are looking for team members who are ready to be empowered to go above and beyond..
Job summary:
The Front Office Manager oversee the overall operation of the front desk department, including scheduling, order supplies needed to maintain hotel standards, and manage employee hired, promotions, audit cash drop, end of month reports, inventories and disciplinary actions. As a Front Office Manager you are expected to comply with all hotel standards and Policies.
Valencia Hotel Group is a growing hotel company and currently has 7 hotels across Texas and California.
Shift requirements:
Weekdays and holidays. Schedule is based on operational needs. Executive Housekeeper coverage is mandatory in special holidays, heavy occupancy days.
Responsibilities
- Contribute positively to the team within the department
- Prepare for any and all guest requests
- Participate in on-going training
- Plan weekly Schedule
- Ordering Monthly supplies
- Convey information and ideas clearly
- Comply and execute SOP for Housekeeping service and standards
- Assist team members with daily/weekly/monthly assigned duties
- Communicate situations in the workplace effectively including anticipating, preventing, identifying, and solving problems as necessary
- Maintain composure and objectivity under pressure
- Listen, understand, and clarify the concerns and issues raised by guests effectively
- Work with and understand financial information, data, and basic arithmetic functions
- Comply with Valencia Hotel Group (and its affiliates) standards and regulations to encourage safe and efficient hotel/CRO operations.
- Maintain regular attendance in compliance with Valencia Hotel Group (and its affiliates) standards as required by scheduling which will vary dependent upon the hotel’s needs.
- Complete other duties as assigned by Supervisor
BENEFITS:
- Medical, Dental, Life insurance
- Paid Time Off
- Paid Community Service Days
- Click here to learn more
Valencia Hotel Group (and all its affiliates) is an Equal Opportunity Employer
Valencia Hotel Group provides equal employment opportunities to all persons. The company does not discriminate because of race, color, religion, sex, national origin, disability or ancestry in recruiting, hiring, placement, promotion or any other condition of employment and actively seeks a diverse and representative work force.
JOB SUMMARY: Ensure maximum Front Office operating efficiency
Physical Requirements:
- Standing/Walking: Constantly: At front desk on tile or carpet.
- Crouching (bend at knees): Frequently. When getting supplies from cabinets, picking things up from the floor, and loading the computer printer with paper.
- Stooping (bend at waist): Constantly. Getting keys, supplies, and doing paperwork on the front desk.
- Twisting (knees/waist/neck): Constantly. When working with several people at once; watching for guests; retrieving material.
- Reaching (overhead/extension): Constantly. Passing materials to guests over the front desk counter.
- Handling/Grasping: Constantly. Handling telephones, folios, files, fares, supplies, keyboards, grasping pens, telephones, and credit card.
- Pushing/Pulling: Average weight frequently 5 lbs. Maximum weight occasionally 20 lbs.
- Lifting/Carrying: Average weight frequently 5 lbs. Maximum weight occasionally 20 lbs.
Working Environment:
Interior and exterior of Hotel with exposure to weather conditions
DUTIES & FUNCTIONS:
Essential:
- Have a strong presence at the Front Desk, assisting during peak business periods
- Supervise and provide leadership to the bell, door, and valet associates
- Supervise and provide leadership to the PBX department.
- Serve as the weekend Manager on Duty
- Relentlessly train and motivate customer service employees
- Maintain integrity of cost controls and proper maintenance of assets
- Responsible for assisting in supervision and performance of all Front Office related operations and personnel
- Work with Director of Operations to monitor Front Office quality and costs
- Ensure timely and accurate reporting of daily operating results and statistical information as related to revenue and expenses
- Monitor PBX, Front Desk and Guest Services operations to ensure highest quality of guest relations
- Complete other duties as assigned by supervisor
- Must be able to convey information and ideas clearly.
- Must be able to evaluate and select among alternative courses of action quickly and accurately.
- Must work well in stressful, high pressure situations.
- Must maintain composure and objectivity under pressure.
- Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
- Must have the ability to assimilate complex information, data, etc. from disparate sources and consider adjust, or modify to meet the constraints of the particular needs.
- Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
- Must be able to work with and understand financial information and data, and basic arithmetic functions.
Hotel Specific Functions:
- Ensure all needed reports are run.
- Continued training done with all associates.
- Ensure registration cards are completed.
- Communicate with all department managers on continuing basis. Especially the communication with Night Audit each evening/morning.
- Handle all guest complaints maintaining a satisfactory impression with the guest on resolving any complaints.
- Be very familiar with the hotel computer system for training maintenance and trouble shooting.
- Complete weekly supply inventories to ensure adequate pars of such.
- Complete rate discrepancy report and make needed changes.
- Block/assign applicable arrivals for the following day; i.e. V.I.P.’s, ESP’s, Special Requests, etc.
- Prepare group information sheets.
- Complete check-out with balance report.
- Complete credit check daily.
- Adhere to all Systems & Controls of the Front Office and appropriate areas of responsibilities.
- Assure knowledge and training of Marketing Programs of company and hotel.
- Approach all encounters with guests and employees in a friendly, service oriented manner.
- Maintain regular attendance in compliance with Hotel Valencia Standards, as required by scheduling which will vary according to the needs of the hotel.
- Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working.
- Comply at all times with Hotel Valencia Standards and regulations to encourage safe and efficient hotel operations.
- Assist Front Desk Agents with check-ins and check-outs. Confirm all SOP’s are being followed properly.
- Assist and supervise Front Desk Agents with daily duties.
- Keep accurate records of associate hours, to made schedule changes during work week to eliminate overtime hours.
- Manage staff including hiring, staffing and scheduling.
- Authorize and sign revenue adjustments.
- Create and implement Front Office policies when needed.
- Train new employees. Help to develop and implement training programs.
- Maintain log of rooms in out of order status.
- Complete understanding of emergency procedures.
- Oversee guest messages report and ensure delivery of messages is completed in a timely manner.
- Oversee discrepancy report and monitor follow-through.
- Responsible for a bank.
- Handle guest complaints. React quickly to notify proper areas to service the guests.
- Work closely with housekeeping with daily room status
- Confirm all daily duties are completed by Front Desk Agents, Operators, and Bell staff.
- Perform Manager on duty shifts.
- Perform associate reviews and administer associate disciplinary action when needed.
- Maintain front desk log book.
- Perform accurate market code and rate posting check at night.
- Maintain and promote special guest programs.
- Balance and prepare individual paper work at closing of shift.
- Oversee supervisor’s complaint and request log.
- Log all absenteeism and employees tardiness.
- Conduct change of shift briefings.
- Complete special projects in a timely manner as required by front office.
- Block rooms for special groups.
- Participate in room inspection programs.
- Attend staff meetings.
- Assist accounting department with research.
- Encourage growth of individual employees with the company.
- Coordinate maintenance and repair of front office equipment, computer, printer, telephone, etc.
- Review cover sheet and resume of groups to assure pertinent information is available to front office.
- Ensure all work and storage areas are clean and organized at all times.
- Ensure supply inventories are taken to prevent any stock-outs.
- Other duties as required.
Qualifications
Qualifications:
- Hotel Operations or Customer Service experience preferred
- Communicates effectively with others
- Works productively with a team
- Effective multitasking skills
- Composure and patience under pressure
- Skilled in working with multiple computer programs
- Support the front desk as needed.