The Westin San Francisco Airport Logo for The Westin San Francisco Airport

 
 

Assistant Front Office Manager – Millbrae, CA

Posted January 6, 2020

 
 

  • Job overview

    Responsible for all front office & Service Express functions and staff. Areas of responsibility include Switchboard Operations, Guest Services/Front Desk and Service Express talent members as applicable. As a Guest Service Manager, directs and works with managers and employees to successfully execute all front office/service express operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.To ensure a professional, efficient and customer-focused front desk/service express function that contributes to the overall success of the hotel.

    What you will be doing
    • Monitors daily status of rooms, rates, discount rates and packages
    • Maintains current list of available rooms for walk situations
    • Coordinates blocking of rooms
    • Checks printed registration cards against information on arrival report and rectifies any discrepancies
    • Ensures prompt and courteous service to guests
    • Pre-registers guests according to standards
    • Completes and monitors employee schedule
    • Monitors VIP arrivals
    • Keeps track of rooms to ensure accurate status and readiness for check-in
    • Manage Service Express (PBX & Room Service)
    • Hires, coaches and disciplines direct reports
    • Interacts positively and professionally with guests to resolve issues
    • Acts as Manager on Duty as required
    • Other duties as assigned
    Requirements Education & Experience
    • Minimum of 2 years in Front Desk Operations
    • Minimum of High School education, post-high school education preferred
    Knowledge, Skills, and Abilities
    • Basic math skills
    • Ability to communicate effectively verbally and in writing
    • Strong leadership skills
    • Ability to exceed expectations of guests and team members
    • Excellent time management skills
    • In-depth knowledge of hotel Front Desk operations
    Physical Demands
    • Walking and standing are required throughout most of the working day. Length of time of these tasks may vary from day to day and task to task. Standing may include 4-8 hours with only a few rest periods in any given day. Must be able to sit at a desk for 2-4 hours on occasion.
    • Must be able to lift up to 15 lbs. regularly and up to 50 pounds occasionally.
    • Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks occasionally.
    • Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
    • Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
    • Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
    • Requires manual dexterity to use and operate all necessary equipment.
    • Must have finger dexterity to be able to operate office equipment such as computers, printers, Smart Phones (i.e. Blackberry, iPhone), 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.
    Competencies
    • Commitment to Task: Demonstrates dependability and shows a sense of urgency about getting results; willing to commit the hours it takes to get the job completed; takes responsibility for actions and achieves results; overcomes obstacles.
    • Communication Skills: Presents ideas, concepts, and information effectively and clearly through the spoken word; actively listens; communicates comfortably with various audiences; responds effectively to questions.
    • Flexibility: Adapts and changes course of action when appropriate; effectively transitions from task to task; deals well with unresolved situations, frequent change, delays, or unexpected events; maintains objectives amidst shifting priorities.
    • Initiative: Takes action proactively; addresses issues or opportunities without supervision; focuses on desired results and accomplishments; demonstrates clear purpose, enthusiasm, and a "can-do" attitude.
    • Managing Execution: Manages multiple projects and effectively prioritizes tasks, responsibilities, and goals; uses goals to guide actions and creates detailed action plans; organizes and schedules people and tasks; utilizes resources effectively to meet goals.
    • Teamwork: Works cooperatively with others to accomplish business goals and objectives; asks others for their ideas and opinions; supports team's decisions; contributes to the team's efforts.

    Schulte Hospitality Group is an Equal Opportunity Employer.