We are currently searching for a full-time Front Office Manager for the Biltmore Hotel & Suites, Santa Clara, CA. The Biltmore is located in the heart of Silicon Valley, directly across the street from Intel's world headquarters. The property is about to undergo a major, multi-million dollar renovation and brand change!
What we're looking for:
An experienced Front Office Manager who is all about hospitality and exceeding the highest quality of services offered to guests through excellent management of the front desk, reservations, bell services, and night audit team. This position reports to the General Manager and Assistant General Manager. Superior skills in supervising, training, and motivating the Front Office staff in the successful performance of their jobs and to be the best they can be at what they do. Actively recruit, interview, hire, train and retain new hires of front office team. Will manage and oversee the forecasting and reservations functions and maintain the highest possible room occupancy and average daily rates. Ensure the front office team consistently provide and surpass professional, friendly service standards and etiquette to all guests, to include face-to-face and telephone interactions. Work with Director of HR on an ongoing basis to ensure employee services are prioritized with care, active listening, compassion and genuine interest. Create a professional environment and pleasant experience for all guests and ensure their return through active training of and ongoing communication and feedback to front office staff. Respond quickly to guest requests in a friendly manner and help resolve guest concerns immediately to ensure 100% guest satisfaction. Responsible for guest satisfaction scores and compliance with all front office brand service and audit standards. In addition, complete daily reports, staff schedule, and perform accounting/night audit responsibilities as well as manage staff payroll. Achieve budgeted revenues while minimizing expenses and maximizing profitability of the front office department and guest service operation. Participate in the preparation of the annual hotel budget. Conduct daily stand ups and ongoing monthly departmental staff meetings. Maintain the highest level of safety and security measures and compliance as it relates to guests,employees, hotel operations, and hotel emergency procedures. Ensure compliance with company policies and procedures and local, state and federal laws and regulations. Member of safety committee and participate in Manager on Duty(MOD) program. Flexibility in schedule, ability and willingness to work weekends, weeknights and holidays as needed. Friendly, fun, and radiate a positive attitude while delivering total employee and guest satisfaction through exceptional service. Comfortable standing, walking, lifting, bending, pulling, and pushing for extended periods of time. Perform pre- and post-shift duties and any other duties as assigned by supervisor or management.
Crucial to the success in this role:
1-2 years Marriott Hotel Front Office Management experience preferred. High School or college degree, preferably in a customer service hospitality environment. Advanced proficiency in Microsoft Office skills, with an ability to be an expert in using hotel-specific computer programs and software. Passion for hospitality and providing exceptional delivery of guest service. Exceptional leadership and people skills. Excellent verbal and listening skills, comfortable communicating clearly and directly with guests using positive tone and professional voice. Highly motivated and a collaborative team player. Proficiency in preparing, reading,and interpreting financial information, business records and budgets. Ability to implement and comply with established or new policies. Be able to make sound business decisions that impact the hotel, its guests, clients and employees. Be willing to change activity frequently and cope with interruptions. Ability to handle varying guest situations in a very calm and professional manner. Skilled in managing time and solving problems, while multi-tasking in a fast-paced and deadline-oriented environment. Impeccable attention to details and in prioritizing tasks. Ability to professionally work and interact with the general public, guests, employees, owners and management company with tact, courtesy and diplomacy!
Who We Are:
Harrell Hospitality Group is a Dallas based hotel owner and operator committed to creating exceptional value for guests, owners, and members of the Harrell Hospitality team. HHG's foundation is built on being knowledgeable, accountable,responsive, honest, ethical, innovative, fair, professional and efficient. Goals are pursued with a steady determination, but HHG remains flexible in finding solutions through constant reexamination and retooling.
HHG's Guiding Principles are the standards we use to make our decisions, and include ideals such as;
HHG believes that a company is only as strong as its team members. Team members are encouraged by their superiors to push themselves and are provided with the resources to ensure that success is achieved.
What we have to offer:
How to join our amazing team: