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    Front Office Manager - Napa, United States - Silverado Resort and Spa

    Silverado Resort and Spa
    Silverado Resort and Spa Napa, United States

    3 weeks ago

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    Description

    SALARY RANGE: $75,00 - $80,000 DOE. The purpose of this position is to assist the Director of Front office with running the efficient and smooth operation, that includes and not limited to courteous rooming of guests, maintenance of accurate guest accounts and communication of information needed by Housekeeping to prioritize their work. The individual will be responsible for running PM shift and ensuring the service provided is aligned with Silverado Resorts' service culture.

    Essential Functions

    • Must adhere to the company's Service culture - 4 Keys to creating guests for life.
    • Must align with KSL's TBO Strategy and focus on recruiting and retaining top talent.
    • Must participate in all resort required meetings and trainings.
    • Must be able to effectively communicate both verbally and written with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
    • Have a thorough knowledge of HMS system and able to train others.
    • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
    • Participate in M.O.D. coverage as required.
    • Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
    • Must have through knowledge of Front Desk operations including and not limited to Front desk, PBX, bell/valet, be able to troubleshoot issues that arise and provide solutions.
    • Maintains close communication with the Director of Front Office and other department heads.
    • Assistance in developing annual budget and preparation of action plans.
    • Participate in monthly forecasting and weekly scheduling; daily reviews, operating results and take immediate corrective action as required.
    • Monitor oversold dates to ensure the maximization of rooms revenue.
    • Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report, and maintain close observation of daily house count.
    • Maintains high visibility with team members and guests.
    • First of each quarter submit objectives to be accomplished for the forthcoming quarter.
    • At the end of each quarter, evaluate completed objectives of staff under your direct supervision and develop with department heads objectives for forthcoming quarter.
    • Respond to all guest requests, problems, complaints and/or accidents arising in person or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous, and efficient manner. Follow up to ensure guest satisfaction.
    • Monitor all V.I.P.'s, special guests, and requests.
    • Motivate, coach, counsel and discipline all Front Office personnel according to resort standards.
    • Tour rooms operating departments daily, greeting employees and soliciting feedback.
    • Recommends programs for the motivation and development of staff.
    • Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
    • Prepare department heads for succession through development of their need areas.
    • Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
    • Abide by all resort policies and safety rules.
    • Perform other duties as requested by management.
    Qualifications
    • Minimum of 1 year of Front Office management experience.
    • Must be able to multitask and possess strong communication and interpersonal skills.
    • Strong public relations skills (especially in relation to resort guests).
    • Proficiency in Microsoft Office applications is preferred.
    Working Conditions and Schedule
    • Weekend and holiday availability is required as well as flexibility with work schedule.
    • The scope of the position may sometimes require a work week over 40 hours, including nights, weekends, and holidays.
    • Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
    • Frequently standing up behind the desk and front office areas.
    • Handling various objects.
    • Using a keyboard to operate various systems and emails.
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