Guest Office Manager

Shore Hotel; Santa Monica (CA); On-site; USD 78,000; Full time

Job summary

A leading hotel in Santa Monica is seeking a Guest Office Manager to oversee operations and enhance guest satisfaction. The ideal candidate will have extensive hotel experience, strong leadership skills, and a proven track record in maximizing revenue. Offering a competitive salary and excellent benefits, this full-time position requires a commitment to service excellence and hospitality values.

Benefits

Paid Time-Off (PTO)

Holiday Pay

Medical, Dental, and Vision coverage options

Life Insurance (employer sponsored)

401k plan option with employer match

Pet insurance option

On-site parking

Public transportation cost reimbursement

Qualifications

• At least 5 years of progressive hotel experience or relevant degree.
• Supervisory experience required.
• Must be proficient in Microsoft Office Suite.

Responsibilities

• Ensure operations of Guest Services and Concierge are efficient and courteous.
• Motivate and train Guest Services personnel.
• Maximize room revenue and occupancy.

Skills

Honesty

Collaboration

Integrity & Loyalty

Analytical

Communication

Multi-Tasking

Education

Bachelor’s degree in business, management, or hospitality

Tools

Microsoft Word

Excel

PowerPoint

Outlook

Job description

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This range is provided by Shore Hotel. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$78,000.00/yr - $78,000.00/yr

We offer a competitive salary with bonus and benefits package.

Full-time Employment Benefits Include

• Paid Time-Off (PTO)
• Holiday Pay
• Medical, Dental, and Vision coverage options.
• $25k Life Insurance (employer sponsored).
• Dry cleaning
  
  

We Also Provide All Employees With

• Sick-Pay (up to 72 hours per calendar year)
• 401k plan option with employer dollar-for-dollar match up to 5% of total eligible income.
• Pet insurance option.
• On-site parking.
• Public transportation cost reimbursement
• Alternative modes of transportation pay for walking, biking, or carpooling to work!
  
  

Property

JOB DESCRIPTION

Shore Hotel

Title

Guest Office Manager

Department

Guest Services

Status

Exempt, Full Time, Regular

Supervised By

Director of Guest Services/Director of Operations

Supervises

May supervise other Guest Services, as assigned.

This position is responsible for ensuring the operation of the Guest Services, and Concierge in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy. All Guest Services team members are responsible for championing the company’s mission, core values, and holistic business model; promoting diversity and fostering a fair and compassionate work environment.

Essential Duties

• Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Motivate, coach, counsel and discipline all Guest Services personnel according to Shore Hotel S.O.P.'s.
• Prepare and conduct all Guest Services interviews and follow hiring procedures according to Shore Hotel S.O.P.'s.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
• Attend daily and monthly Rooms Merchandizing meetings.
• Participate in required M.O.D. program as scheduled.
• Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Maintain Shore Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting
• Ensure that Wage Progress, Productivity and the Ten-Day Forecast are completed on a timely basis according to S.O.P.'s.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis..
• Monitor proper operation of the P.B.X. console and ensure that employees maintain Shore Hotel S.O.P.'s in its use.
• Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Shore Hotel S.O.P.'s.
• Ensure implementation of all Shore Hotel policies and house rules. Understand hospitality terms.
• Ensure sign off of all Service Standards by Position for Guest Services staff.
• Assist in preparation of revenue and occupancy forecasting.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Must maintain constant communication with Housekeeping and Reservations
• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Coordinate all aspects of the ongoing implementation of the Shore Hotel philosophy of service.
• Ensure correct and accurate cash handling at the Front Desk.
• Follow and enforce all Shore Hotel credit policies.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Maintain and monitor 'Lost and Found' procedures and policies according to Shore Hotel standards.
• Establish and maintain key control system.
• Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.
• Monitor all V.I.P.'s, special guests and requests.
• Maintain required pars of all front office and stationary supplies.
• Review daily Front Office work and activity reports generated by Night Audit.
• Review Front Office log book and Guest Request log on a daily basis. .
• Conduct meetings according to Shore Hotel standards as required by management.
  
  

Essential Job Qualifications & Compentencies

Proven success in the following job competencies:

• Honesty; has honest, direct, and factual communication and actions with internal and external customers.
• Collaboration; proactive in building supporting, nurturing, and service-oriented relationships with employees; works collaboratively to resolve problems and enhance productivity; Remains open to others' ideas and tries new things.
• Integrity & Loyalty; conducts self with high level of ethics and makes decisions with honest intentions that are in the best interest of the company and employees. Keeps commitments; inspires the trust of others; Works with a high level of integrity and ethically; Upholds organizational values.
• Humble; conducts self and treats all employees with respect; without arrogance, degradation, or coercion; treats all employees with equal regardless of position/status.
• Innovation; constantly searches for best practices in technology, services, and procedures. Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas.
• Analytical: Highly detail-oriented, proficient with managing, editing, analyzing large volumes of complex numerical data.
• Flexible; considers others point of view to find the best solution for customer and company; proven ability to be flexible and adapt to change; adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays.
• Problem Solving: Uses a professional, neutral/unbiased, and highly diplomatic inter-personal approach.
• Interpersonal: Customer focused and effective relationship-building skills; ability to effectively interact with all employee levels; frontline, Managers, Directors, Executives;
• Diversity: Strong commitment to diversity and equality in a company culture.
• Communication: Strong communication (verbal and written) and presentation skills.
• Multi-Tasking: Ability to operate under pressure in a fast paced environment; able to deliver effective results, meet tight deadlines and targets.
  
  

Experience

• At least 5 years of progressive experience in a hotel; or a 2 or 4-year college degree and 3 or more years of related experience.
• Hotel experience is required.
• Supervisory experience required.
• Must be proficient in Microsoft Word, Excel, PowerPoint, and Outlook. Experience in Opera helpful.
• Must have a valid driver's license from the applicable state.
  
  

Education

• Bachelor’s degree in business, management, or hospitality or related field or equivalent of 5 years relevant work experience required.
  
  

Working Conditions & Physical Work Demands

• Able to sit and work at a computer keyboard for extended periods of time.
• Able to stoop, kneel, bend at the waist and reach on a daily basis.
• Able to lift and move up to 20 pounds occasionally.
• Regular and on-time attendance is critical.
• Hours occasionally exceed 40 hours per week.
• Ability to stand during shifts
  
  

Other

• Other duties as assigned.
  
  

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required and is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.

Our post-offer background check process includes a background check ( HireRight ) and a drug-screen.

We participate in E-Verify.

We are an Equal Opportunity Employer.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Administrative

• Industries

  Hospitality

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