CoralTree Hospitality C

front desk manager

Found in: Lensa US

Description:


Job Overview:
Responsible for the management of all aspects of the Front Desk functions in accordance with Terranea standards, AAA and Forbes Travel Guide Standards. Directs, implements and maintains a service and leadership culture which encourages both associate and guests to seek moments to be extraordinary.

Essential Functions:
  • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
  • Maintain complete knowledge of all AAA 5-Diamond and Forbes Travel Guide 5-Stat 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's complete 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 count and expected arrivals/departures.
    • Room availability status for any given day.
    • Scheduled in-house group activities, locations and times.
    • All hotel and departmental policies and procedures.
  • 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 is available at the Front Desk and that all associates are knowledgeable on such.
  • Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
  • Monitor expenses (office supplies, operating supplies, uniforms). Track actuals against budget.
  • Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
  • Constantly monitor associates performance in all phases of service and job functions; rectify any deficiencies with respective personnel.
  • 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; avoiding congestion in the Hotel Lobby.
  • Monitor communication logs and ensure that guest requests are followed up within a reasonable time ensuring guest follow-up at all times.
  • Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
  • Monitor the associates' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
  • Monitor and ensure that all cashiering procedures comply with Accounting policies and standards.
  • 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.
  • Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or "walked" guests.
  • Audit surrounding area hotels daily for status of rooms, rates, discount rates and packages. Maintain current list of available locations for walk situations.
  • Anticipate low occupancy periods and coordinate blocking of rooms with Executive Housekeeper to maximize labor costs, deep cleaning and maintenance of rooms.
  • Ensure that all VIPs are pre-registered according to standards. Monitor VIP arrivals; greet and escort them to their room.
  • Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
  • Provide feedback to Associates on their performance. Handle disciplinary problems and counsel employees.
  • Foster and promote a cooperative working climate, maximizing productivity and associate morale and engagement.


Qualifications:
  • Ability to communicate, both verbally and written, effectively with guests, vendors and co-workers.
  • Strong organization, motivation, and interpersonal skills.
  • Critical thinking, problem solving, judgement and decision making abilities.
  • Strong verbal and written communication skills. Fluent in multiple languages is highly preferred.
  • Detailed oriented and strong organizational and multi-tasking skills.
  • Ability to effectively cope with change, handle risk and uncertainty comfortably, ability to shift gears at a moment's notice while being composed under pressure. Does not show frustration when dealing with upset guests or associates.
  • Relates to all types of people - up, down, and sideways, inside and out the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.
  • Genuinely cares about people, demonstrates real empathy and the joys and pains of others.
  • Professional and appropriate business appearance and demeanor aligned with the Terranea brand, culture and grooming policy.
  • Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, associates may be required to work varying schedules, including holidays and weekends to accommodate the business and demands of the property.
  • High school diploma or equivalent
  • Completion of College Level courses with concentration in Business or Hospitality is strongly desirable.
  • Three (3) or more years' experience as a manager in the Hospitality Industry; preferably in a luxury 4 or 5 star/diamond hotel or resort.
  • Thorough knowledge of all AAA 5-Diamond and Forbes Travel Guide 5-Stat Standards.
  • Certification in CPR highly preferred


Property Introduction:
Rising from a magnificent peninsula along one of Southern California's most scenic and coveted coastlines, comes Terranea Resort (ter-a-NAY-a). Located in the exclusive community of Rancho Palos Verdes, it is conveniently positioned 20 miles between Los Angeles International and Long Beach Airports, and about 30 miles south of Hollywood. Terranea Resort cares deeply for its environment, embraces its natural shoreline setting and promises to deliver a distinctive, classic California lifestyle experience. Dramatically poised at the edge of the Pacific Ocean on the Palos Verdes Peninsula, Terranea's 102 acres are infused with the elegance of a classic Mediterranean estate, the casual energy of coastal Southern California, and countless ways for guests to spend their days - all tied together with authentic, genuine hospitality and a deep respect for this irreplaceable oceanfront setting. Terranea Resort, located just south of Los Angeles, includes guest rooms, suites, Bungalows, Casitas and Villas and a host of world-class amenities, including spectacular dining venues, a world-class spa, a stunning 9-hole golf course and family-friendly activities.

Company Introduction:
Our team members are the true soul of our company. We think differently. About travel, but also about the ways in which we deliver on our promise to engage, delight, awaken and challenge our team members as well as our guests. We are deeply committed to the foundation of core values that molds our interactions with everyone we encounter - our guests, our clients, our team and our communities. We create engaging, impactful environments that connect people and place, awaken the spirit, and allow team members with talent, integrity and heart to thrive. We believe our team members are the true soul of our company. We invite you to join us on this journey.

Area of Interest:
Rooms & Operations

Job Type:
Full Time

Type of Position:
Entry Level Management

Req ID:
31853BR

calendar_today 1 day ago



location_on Rancho Palos Verdes, United States

work CoralTree Hospitality

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