Sunset Tower Hotel · 17 hours ago
Front Office Manager
West Hollywood, CA
Full-time
Onsite
Senior Level
$75K/yr - $90K/yr
5+ years expSunset Tower Hotel is seeking a Front Office Manager to lead and manage the Front Office Team. The role involves hiring, training, and evaluating staff to ensure outstanding guest experiences and financial profitability.
Hospitality
Hiring Manager
Benjamin Palmer, CRDE
Responsibilities
Possess knowledge of all hotel features, services, and hours of operation, room numbers, and types of room layout, décor room rates, packages / promotions, daily house count and room availability status with expected arrivals and departures, scheduled in-house activities and their locations and times
Evaluate current systems and procedures, offering constructive ideas for increased sales, efficiency, and lowered costs
Ensure current rates, packages /promotion information is communicated and available at the Front Desk Agents and staff is knowledgeable
Acknowledge all guests, anticipate needs and always respond promptly to maintain positive guest relations at all times
Manage and assist, when necessary guest check-in/out and process all guests as efficiently and expediently as possible
Monitor Glitches/Guest Surveys and all communications logs to ensure guest requests are followed up as soon as possible and resolve guest complaints to ensure guest satisfaction
Review daily business levels to anticipate unexpected situations and plan effective resolutions
Prepare weekly staffing schedules in accordance with staffing guidelines and occupancy forecast; make adjustments as required
Assist with guest and staff accidents / injuries in accordance with hotel policy
Ensure that all tasks on the Front Desk daily checklists are completed accurately
Maintain an up to date, working knowledge of all property amenities, as well as any special events
Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly
Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
Complete audit procedures, as needed
Monitor and ensure all cashier procedures are in accordance with Accounting policies and standards to include: shortage/overages, late charges, petty cash/ paid outs, adjustments, posting charges, etc
Manage communication and support with 3rd party Valet team
Follow all hotel grooming and dress standards and ensure that Front desk agents and bell staff are adhering to the standards as well
Inspect rooms and suites daily to ensure the condition and cleanliness of rooms/suites are up to standards and exceeding guest expectations
Provide a smooth transition between shift changes and relays any and all pertinent information to his/her relieving associates
Supervise, review, and perform informal and formal staff assessments to include guest interactions and delivery of efficient and courteous service
Implement and follow-through on all corrective actions
Provide necessary training and coaching for staff
Keep the General Manager promptly and fully informed of all problems or unusual matters of significance
Manages projects as directed by General Manager
Qualification
Required
Must be available weekends and holidays
Possess knowledge of all hotel features, services, and hours of operation, room numbers, and types of room layout, décor room rates, packages / promotions, daily house count and room availability status with expected arrivals and departures, scheduled in-house activities and their locations and times
Evaluate current systems and procedures, offering constructive ideas for increased sales, efficiency, and lowered costs
Ensure current rates, packages /promotion information is communicated and available at the Front Desk Agents and staff is knowledgeable
Acknowledge all guests, anticipate needs and always respond promptly to maintain positive guest relations at all times
Manage and assist, when necessary guest check-in/out and process all guests as efficiently and expediently as possible
Monitor Glitches/Guest Surveys and all communications logs to ensure guest requests are followed up as soon as possible and resolve guest complaints to ensure guest satisfaction
Review daily business levels to anticipate unexpected situations and plan effective resolutions
Prepare weekly staffing schedules in accordance with staffing guidelines and occupancy forecast; make adjustments as required
Assist with guest and staff accidents / injuries in accordance with hotel policy
Ensure that all tasks on the Front Desk daily checklists are completed accurately
Maintain an up to date, working knowledge of all property amenities, as well as any special events
Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly
Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
Complete audit procedures, as needed
Monitor and ensure all cashier procedures are in accordance with Accounting policies and standards to include: shortage/overages, late charges, petty cash/ paid outs, adjustments, posting charges, etc
Manage communication and support with 3rd party Valet team
Follow all hotel grooming and dress standards and ensure that Front desk agents and bell staff are adhering to the standards as well
Inspect rooms and suites daily to ensure the condition and cleanliness of rooms/suites are up to standards and exceeding guest expectations
Provide a smooth transition between shift changes and relays any and all pertinent information to his/her relieving associates
Supervise, review, and perform informal and formal staff assessments to include guest interactions and delivery of efficient and courteous service
Implement and follow-through on all corrective actions
Provide necessary training and coaching for staff
Keep the General Manager promptly and fully informed of all problems or unusual matters of significance
Manages projects as directed by General Manager
Must be able to sustain composure, remain calm and possess a positive attitude
Must be energetic and outgoing
Must be service oriented with excellent customer service skills
Must be a team player with the ability to lead and motivate staff
Must be able to multi-task in a fast paced work environment
Must possess excellent interpersonal and organizational skills
Must have the ability to input data and access information on the computer
Must have working knowledge of Microsoft Office and previous experience with a hotel management system; OPERA Cloud preferred
Must be able to read, write and understand the English language
Must be able to exercise confidentiality and discretion
High school diploma or GED required
Minimum 5 years of hospitality experience and 2 years in a similar position
Preferred
College Degree preferred
Luxury hotel experience preferred
OPERA Cloud preferred
Company
Sunset Tower Hotel
WELCOME TO THE SUNSET TOWER HOTEL, WHERE OLD HOLLYWOOD BECOMES NEW.
51-200 employees
H1B Sponsorship
Sunset Tower Hotel has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2020 (1)
Funding
Current Stage
Growth StageCompany data provided by crunchbase