Front Office Manager

-Establishes standards, policies and procedures for the Front Office staff.
-Handles guest complaints and requests. Resolve issues in a manner satisfactory to both the guest and the hotel.
-Work with Sales and Revenue managers regarding guests and groups.
-Complete weekly, monthly and annual reports as necessary.
-Attends training seminars to perfect Front Office techniques and procedures and enhance supervisory skills.
-Assists Front Desk Agents with duties when necessary to provide excellent guest service.
-Hold a pre-shift meeting with staff prior.
-Be prepared for each daily activity and review any variations with management and staff.
-Work shifts are covered with adequate staff, ensure correct staffing during peak periods and high occupancy.
-Communicate daily with department managers and MOD and pass on pertinent information.
-Consistently monitor the performance of associates on an on-going basis and provide feedback. Reward, discipline and document associate performance and provide timely counseling. Address associate complaints and resolve problems.
-Supervise the staff and handle any associate situation.
-Properly handle all administrative work with regard to interviewing, hiring, performance appraisals and terminations of staff.
-Select qualified, goal and service oriented individuals and develop these individuals with clear guidelines to associates.
-Ensure staff is properly groomed and uniformed at all times.
-Ensure work area cleanliness is maintained at all times.
-Maintain efficiency in the operation of the staff in a high standard of quality of service and courtesy, bringing total satisfaction to our guests and the hotel.
-Maintain close control and inventory of uniforms, supplies, and equipment.
-Prepare and post weekly schedules in accordance to guest needs and staff availability.
-Conduct frequent hospitality audits to ensure the staff are conducting themselves in the manner appropriate for the department. Ensure Service Excellence Standards are in place.
-Maintain a complete and accurate set of logs.
-Prepare and submit accident or injury reports when needed.
-Be a Team Player and encourage the teamwork attitude among staff.
-Ensure all guests who experience a problem receive an appropriate response, any promised compensation is delivered, and an appropriate follow up in a timely and professional manner.
-Carries out supervisory responsibilities in accordance with Hotel policy and applicable laws.
-Plan, assign and direct work of associates.
-Prepare payroll.
-Promote open channels of communication between all hotel departments.
-Other duties as directed or assigned.
All candidates must pass criminal background check and drug testing for employment.

The Hilton Santa Clara is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability. If you need accommodation for any part of the application process because of a medical condition or disability, please call 408-562-6714 or email Ngoc Diep at ngoc.diep@hiltonsantaclara.com to let us know the nature of your request.

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