Rosewood Sand Hill · 4 hours ago
Assistant Front Office Manager
Menlo Park, CA
Full-time
Onsite
Mid Level
$68K/yr - $78K/yr
3+ years expRosewood Sand Hill is a luxury hotel, and they are seeking an Assistant Front Office Manager to oversee the Front Desk functions. The role involves maintaining high service standards, managing staff, and ensuring guest satisfaction through effective communication and problem resolution.
Responsibilities
Maintain complete knowledge of and comply with all departmental policies, service procedures and standards
Ensure that standards are maintained at a superior level on a daily basis
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
Maintain positive guest relations at all times
Resolve guest complaints, ensuring guest satisfaction
Monitor and maintain cleanliness, sanitation and organization of assigned work areas
Maintain complete knowledge at all times of:
All hotel features/services, hours of operation
All room types, numbers, layout, decor, appointments and location
All room rates, special packages and promotions
Daily house counts and expected arrivals/departures/ VIP’s
Room availability status for any given day
Scheduled in-house group activities, locations and times
All hotel and departmental policies and procedures
Access all functions of the computer system
Answer department telephone within 3 rings, using correct greeting and telephone etiquette
Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business
Ensure that current information on rates, packages and promotions are available at the Front Desk and that all staff is knowledgeable on such
Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations
Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts
Ensure that staff report to work as scheduled. Document any late or absent employees
Coordinate breaks for staff
Assign work duties to staff
Conduct pre-shift meeting with staff and review all information pertinent to the day's business
Inspect grooming and attire of staff; rectify any deficiencies
Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel
Constantly monitor staff performance in all phases of service and job functions. Rectify any deficiencies with respective personnel to include Front Desk staff, Bell/Door staff, PBX staff and Concierge staff
Monitor the hotel front entrance and resolve any congested situations
Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently
Monitor communication logs and ensure that guest requests are followed up within minutes
Monitor safe deposits boxes procedures; audit accuracy of cards with proper signatures and ensure availability of keys
Monitor guest mail and ensure that it is processed according to procedures
Monitor and ensure that express checkouts are processed through the system
Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel
Assist staff with their job functions to ensure optimum service to guests
Observe guest reactions and confer frequently with staff to ensure guest satisfaction
Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations
Ensure security of guestroom access
Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
Contracted banks
Shortages/overages
Late charges
Petty cash/paid outs
Adjustments
Posting charges
Making change for guests
Cashing personal/travelers checks
Payment methods/processing
Settling accounts
Closing reports
Cashier reports
Balancing receipts
Dropping receipts
Securing banks
Review previous night's no-shows, verify and ensure billing of such
Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures
Assist staff with expediting problem payments
Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests
Support the Director of the Front Office in developing the Front Office team
All other duties as required
Qualification
Required
Minimum two years' experience as a Front Desk Agent
One year as Front Desk Supervisor, preferably in a luxury or ultra-luxury hotel
High school diploma; some college
Must be able to perform job functions with attention to detail, speed and accuracy
Prioritize, organize and follow-up
Be a clear thinker, remaining calm and resolving problems using good judgment
Follow directions thoroughly
Understand a guest's service needs
Work cohesively with co-workers as part of a team
Work with minimal supervision
Maintain confidentiality of guest information and pertinent hotel data
Familiarity with yields management and cost controls
Ability to perform job functions with attention to detail, speed and accuracy
Prioritize and organize
Be a clear thinker, remaining calm and resolving problems using good judgment
Follow directions thoroughly
Understand guest's service needs
Work cohesively with co-workers as part of a team
Work with minimal supervision
Maintain confidentiality of guest information and pertinent hotel data
Ascertain departmental training needs and provide such training
Direct performance of staff and follow up with corrections when needed
Input and access information in the property management system/computers/point of sales system
Required to speak, read and write English
Preferred
Fluency in other languages
Benefits
Eligible for bonus
Company
Rosewood Sand Hill
When Rosewood Sand Hill opened in 2009, it soon became a popular destination in Menlo Park for Bay Area entrepreneurs, executives, residents, and visitors.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase