Front Office Manager

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Job description

The Hilton Santa Clara is looking for a Front Office Manager to join the team and lead our Guest Services Department! Come be part of one of the finest Santa Clara Hotels featuring 280 rooms in the heart of Silicon Valley next to the San Francisco 49'ers Levi's Stadium, Great America Amusement Park and Santa Clara Convention Center.

The Front Office Manager is responsible for the overall operations of the Front Office department to include the front desk agents, PBX, bell services and security staff. The Front Office Manager provides high quality guest service while generating maximum revenue for the department.

MUST have a flexible schedule! This position requires both day and/or evening shifts, both weekdays and weekends depending on business in the hotel and reports directly to General Manager.

Job Duties:

-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.
-Participate and direct guest room rate setting processes and obtain maximum room revenue daily
-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
-Ensure shifts are covered with adequate staff, ensure correct staffing during peak periods and high occupancy.
-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.
-Insure that you and all team members are current with Hilton training and Hilton weekly corporate communications
-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.
-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.
-Prepare and submit accident or injury reports when needed.
-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.
- Responsible for training all new employees, and on going training of existing employees, including cross training for all positions. Use employee training documentation to record all areas of training completed and turn them into Human Resources to be included in the employee file.
-Facilitate departmental training modules; continually monitor, evaluate, and revise training content to reflect changes in the process; address the needs identified by associates.
- Accountable for the financial performance of the department.
-Prepare and control hotel budget for the department.
-Monitor departmental, payroll and supply expenses in accordance with budgetary goals.
-Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
-Participate in Hotel Manager on Duty Program.
-Promote open channels of communication between all hotel departments.
-Be a Team Player and encourage the teamwork attitude among staff.

Job Qualifications:

-Must have a flexible schedule
-Prior guest service/customer service experience required
-1-2 years of prior hotel supervisory experience
-Prior Front Office Management experience a plus

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 or email Kathya Inga, HRD at to let us know the nature of your request.