Front Office Manager- LSC

Job Details

Job Location: Lone Star Court - Austin, TX 78758

Position Type: Full Time

Are you a Customer Service Super Star…
WE NEED BIG STARS LIKE YOU!!!

Come be a part of an AWARD-WINNING TEAM.

Our hotels are unique, and we are looking for outstanding talent to provide exceptional customer service to our team. Valencia Hotel Group is a collection of hotels created for today’s passionate traveler. Each of our hotels is intentionally built to showcase modern design and classic character. We are looking for team members who are ready to be empowered to go above and beyond.

Responsible for managing all aspects of the Front Office and Guest Services function of the hotel, personally monitoring service and proactively identifying areas of opportunity, ensuring compliance with service and operational standards. Coordinates with all departments throughout the hotel to ensure guest and internal requests are properly fulfilled. Ensures department expenses are in line, maintaining budgeted productivity levels while maximizing guest satisfaction.

• Responsible for planning the day-to-day operations of the Front Office and Guest Service department and executing goal.
• Provides a positive work environment through motivation, support, empowerment, and development for associates through teamwork and clear communication.
• Monitors and responds appropriately to guest service functions, ensuring service standards are maintained.
• Maintain budgeted expenses for the Front Office and Guest Service departments.
• Process and submit all invoices to accounting in a timely manner.
• Assist Front Desk Agents with check-ins and check-outs.
• Maintain and promote special guest programs and branded initiatives.
• Complete special projects in a timely manner as required.
• Monitor department to ensure the highest quality of guest relations.
• Identify opportunities for process improvements and operational efficiencies.

• Maintain a positive work environment and be a leading positive force in the team.
• Walk public spaces, including but not limited to Front Drive, Lobby, and public restrooms multiple times per shift to ensure the desired ambiance is up to company standards.
• Maintain the integrity of cost controls and proper maintenance of assets.
• Responsible for assisting in the supervision and performance of all Front Office-related operations and personnel.
• Monitor and maintain Front Office quality and costs.
• Prepare the reports for and attend monthly AR meetings.
• Compile information regarding internet bookings and process billing accordingly.
• Managing billing for AR accounts as needed.
• Monitor the time and attendance of employees through Paycom.
• Schedule front office and guest services staff and ensure labor expenses are maintained according to budget and forecast, and service level is at the expected level.
• Investigate and resolve any service issues properly, addressing both internally and recovering the guest as appropriate.
• Be on call 24/7 for any emergency situations that may arise.
• Be available to do Manager on Duty weekends as required.
• Any other duties assigned by your immediate supervisor.
• Cover as shift Manager on Duty as needed.
• Create and communicate weekly schedules and enter them in each system (Hotel Effectiveness and Paycom).
• Monitor labor productivity daily and adjust appropriately as needed.
• Interview and hiring front office and guest service candidates.

• Daily review guest feedback and immediately develop and execute a plan to improvement.
• Investigate and resolve any service issues properly, addressing both internally and recovering the guest as appropriate.
• Make and receive calls regarding guest accounts.
• Assist with customer service with the patrons at the desk, lobby or any other area of the hotel.
• Exemplify and reinforce the company’s service culture and positive work environment.
• Ability to effectively receive and provide feedback.

• Relentlessly train and motivate customer service employees.
• Relentlessly rehearse the steps of service with the employees in the lobby daily.
• Spent a significant amount of time in the lobby,…