Front Office Manager

Driftwood Hospitality Management; San Jose (CA); On-site; USD 88,000 - 100,000; Full time

Benefits offered by this job

401(k)

Disability insurance

Employee assistance program

Health insurance

Life insurance

Paid time off

Room Discounts

Employee Food and Beverage Discounts

Job summary

Driftwood Hospitality Management’s San Jose property is seeking a Front Office Manager to oversee the Front Desk operations, coordinate guest services, and resolve issues while maintaining high guest satisfaction. The Front Office Manager will work with the General Manager to monitor daily revenue and ensure smooth check-ins and exceptional guest experience at the San Jose Sheraton.

You will lead and train front desk staff, recruit and schedule, and evaluate performance.

Qualifications

• Four-year college degree or equivalent education or experience.
• 2-3 years in a related hotel company position.
• Excellent verbal and written English communication skills.
• Microsoft Office proficiency and Excel proficiency.

Responsibilities

• Oversee Front Desk operations and guest services to achieve guest satisfaction scores.
• Train front desk staff and effectively coach on proper procedures.
• Recruit, interview, and select qualified front desk staff in collaboration with the General Manager.
• Manage schedules, performance evaluations, and incentive programs for front office staff.
• Monitor daily revenue and expenses to maximize profit and minimize loss.

Education

Four-year college degree or equivalent education or experience

Excellent verbal communication

Excellent written English communication

Microsoft Office proficiency

Excel proficiency

Job description

Job Details

Job Location: 747 - San Jose Sheraton - San Jose, CA 95035, Salary Range: $88,000.00 - $100,000.00 Salary.

Driftwood Hospitality Management’s company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives.

Driftwood Hospitality Management is renowned for our fully integrated approach to hospitality services — all with outstanding client service. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel.

JOB SUMMARY

The Front Office Manager is fully responsible for all aspects of the Front Desk, coordinates the Front Office activities of the Hotel and resolves problems arising from guest complaints, reservation and room assignment activities, and unusual requests and inquiries by performing the following duties personally or through subordinate supervisors.

ESSENTIAL JOB FUNCTIONS

• Works with the hotel General Manager to achieve and exceed guest satisfaction scores in all areas of the hotel.
• Responsible for satisfaction scores for the front desk operations. Addresses any deficiencies in the area immediately.
• Works with the corporate training department to develop action plans as necessary to achieve expected guest satisfaction scores.
• Effectively trains guest service agents on proper front desk procedures.
• Recruits, interviews, and selects, in conjunction with the General Manager, the most qualified candidates for front desk positions.
• May prepare weekly schedules for front office staff.
• Address performance deficiencies of front office staff through coaching and disciplinary actions.
• Complete performance evaluations for front office staff timely.
• May be responsible for posting weekly guest satisfaction scores for hotel associates to see and review.
• Oversee and manage the Front Office to ensure efficient operations and impeccable guest care, helping to achieve profit goals. Attend to guest and group special needs and solve tricky problems with confident graciousness.
• Keep a pulse on daily revenue and expenses to minimize loss, manage expense and maximize profit.
• Skillfully manage the Front Office staff by creating an environment where motivated people want to join, learn, do their best, and advance. Lead a diverse team by modeling the way, by empowering, and coaching throughout the employment lifecycle.
• Ensures guest service agents are in compliance with clean, neat uniforms and name badges.
• Required reports are timely and of a quality that can be shared with corporate.
• Rates are accurate and monitored daily.
• Is proficient at managing inventory in the property management system.
• Frequently meets with and reviews work generated by the night auditor.
• Maintains regular attendance and is consistently on time.
• Maintains high standards of personal appearance and grooming, which include compliance with the dress code.
• Performs any other duties as requested by supervisor.
• Act as Manager on Duty when duty calls.

Qualifications

• A four-year college degree or equivalent education or experience is required, with two to three years in a related hotel company position.
• Discipline-specific hospitality industry and general hotel department knowledge and supervisory experience is expected.
• Excellent verbal and written English communication skills are required.
• Must be able to handle cash or credit transactions and have Microsoft Office and Excel proficiency.
• General office equipment and cash register operation knowledge is expected.

PHYSICAL DEMANDS

• Ability to stand and move throughout hotel function areas and continuously performs essential job functions.
• Lifting up to 25 pounds
• Occasional twisting, bending, stooping, reaching, standing, walking.
• Frequent talking, hearing, seeing and smiling.

Benefits

SALARY RANGE IS $88,000 TO $100,000 PER YEAR.

• 401(k)
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Room Discounts
• Employee Food and Beverage Discounts

EEO

Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.