Front Office Manager- HVRW

Job DetailsJob Location: Hotel Valencia Riverwalk - San Antonio, TX 78205Position Type: Full TimeAre you a Customer Service Super Star…. WE NEED BIG STARS LIKE YOU!!!

Come be a part of an AWARD-WINNING TEAM.

Our hotels are unique, and we are looking for outstanding talent to provide exceptional customer service to our team.  Valencia Hotel Group is a collection of hotels created for today’s passionate traveler. Each of our hotels is 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

 

Responsible for managing all aspects of the Front Office and Guest Services function of the hotel, personally monitoring service and proactively identifying areas of opportunity, ensuring compliance with service and operational standards.  Coordinates with all departments throughout the hotel to ensure guest and internal requests are properly fulfilled. Ensures department expenses are in line, maintaining budgeted productivity levels while maximizing guest satisfaction.

 

ESSENTIAL DUTIES & FUNCTIONS

 

Operational Responsibilities


Responsible for planning the day-to-day operations of the Front Office and Guest Service departments and executing goals.
Provides a positive work environment through motivation, support, empowerment, and development for associates through teamwork and clear communication.
Monitors and responds appropriately to guest service functions, ensuring service standards are maintained.
Maintain budgeted expenses for the Front Office and Guest Service departments.
Process and submit all invoices to accounting in a timely manner.
Assist Front Desk Agents with check-ins and check-outs.
Maintain and promote special guest programs and branded initiatives.
Complete special projects in a timely manner as required.
Monitor department to ensure the highest quality of guest relations.
Identify opportunities for process improvements and operational efficiencies.


Managerial Responsibilities


Maintain a positive work environment and be a leading positive force in the team.
Walk public spaces, including but not limited to Front Drive, Lobby, and public restrooms multiple times per shift to ensure the desired ambiance is up to company standards.
Maintain the integrity of cost controls and proper maintenance of assets
Responsible for assisting in the supervision and performance of all Front Office-related operations and personnel.
Monitor and maintain Front Office quality and costs.
Prepare the reports for and attend monthly AR meetings.
Compile information regarding internet bookings and process billing accordingly.
Managing billing for AR accounts as needed
Monitor the time and attendance of employees through Paycom
Schedule front office and guest services staff and ensure labor expenses are maintained according to budget and forecast, and service level is at the expected level.
Investigate and resolve any service issues properly, addressing both internally and recovering the guest as appropriate.
Be on call 24/7 for any emergency situations that may arise
Be available to do Manager on Duty weekends as required.
Any other duties assigned by your immediate supervisor
Cover as shift Manager on Duty as needed
Create and communicate weekly schedules and enter them in each system (Hotel Effectiveness and Paycom)
Monitor labor productivity daily and adjust appropriately as needed
Interview and hiring front office and guest service candidates.


Guest Services


Daily review guest feedback and immediately develop and execute a plan to improve food quality
Investigate and resolve any service issues properly, addressing both internally and recovering the guest as appropriate
Make and receive calls regarding guest accounts



Assist with customer service with the patrons at the desk, lobby or any other area of the hotel
Exemplify and reinforce the company’s service culture and positive work environment
Ability to effectively receive and provide feedback


Team Support and Training


Relentlessly train and motivate customer service employees.
Relentlessly rehearse the steps of service with the employees in the lobby daily
Spent a significant amount of time in the lobby, engaging with customers, monitoring, and ensuring the highest level of service, and supporting and assisting the team as necessary.
Assist in the training and motivation of front-of-house staff 
Consistently develop and execute new training topics based on staff and operations needs
Always be available to assist other departments
Attend and complete company-mandated training
Attend and participate in company-organized training
Participate in a book club


Communication and Reporting


Effectively manage all hotel communication, both internal and with guests, using communication platforms
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