Front Office Manager - Renaissance Newport Beach Hotel

About Us:At Pyramid Global Hospitality, people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships.   Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers.   Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences.   Check out this video for more information on our great company!Location Description:                      At the Renaissance Newport Beach we pride ourselves on being the best employer in the area. What sets us apart? Our culture, full benefit plans, including 401k with a company match and our lucrative bonus programs, to name a few. We are looking for talented people who have a genuine passion for service. Our Core Values involve personal development, people, and a desire for wanting them to succeed. We believe each member of our team has a key part to play in our delivery of outstanding service and memorable experiences for each guest. We want a hotel that people want to come to, not through. Find out today what a career with Pyramid Hotel Group at the Renaissance Newport Beach can mean for you! Overview:

We are seeking a dynamic individual who is motivational, passionate, and fun! We want you to lead our Front Office Team to ensure the effortless and seamless movement of guests in and out of the hotel, and to provide exceptional levels of service throughout our guests' stay.The Front Office Manager will be responsible for the day-to-day operations of the front office guest services team, PBX, and bell staff. The Front Office Manager will assure guest service standards are being applied consistently and that all hotel and department policies and procedures are followed and adhered to.

Qualifications:

ESSENTIONAL DUTIES & RESPONSIBILITIES:

• Supervise and manage front desk staff, including hiring, training, scheduling, coaching and counseling, scheduling, and performance evaluations.
• Implement and enforce standard operating procedures and uphold the hotel's policies and procedures.
• Prepare and manage schedules, budgets, forecasts, and financial reports.
• Will serve as “manager on duty” as required on a regular and consistent basis. This role is responsible for managing front desk operations for a at a large, complex full-service hotel with an extensive range of facilities and services. Full availability required which includes nights, weekends, holiday, overnight and will shift on a regular basis according to business demand and occupancy.

• Ensure guests receive prompt, professional attention and are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction. Communicate to staff any VIP, Priority Club, or special needs or requests and follow up on execution.
• Communicate and assist in achieving departmental guest satisfaction, revenue and profit goals and objectives. Manager labor costs and expenses within budget.
• Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts including Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
• Issue, control and release guest safe-deposit boxes.
• Communicate effectively both verbally and in writing to provide clear direction to staff. Monitor lobby traffic and make staffing adjustments accordingly.
• Greet guests immediately with a friendly and sincere welcome. Promptly complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. 
• Perform other duties as assigned to provide genuine hospitality and to meet the Marriott/Renaissance Brand standard.

 

ADDITIONAL DUTIES & EXPECTATIONS:

 

• Review/Track/Accommodate requests for room/check-out changes when possible; communicate status to appropriate staff.
• Review out-of-order rooms daily. Ensure rates match market codes and document exceptions.
• Verify and adjust billing for guests.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Communicate effectively both verbally and in writing to provide clear direction to staff. Monitor lobby traffic and make staffing adjustments accordingly.
• Greet guests immediately with a friendly and sincere welcome. Promptly complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. 
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for Front Office Staff and other employees.
• Review GXP Dashboard and address cases directly involving reservations, same day booking, ambassador and running guest service reports.
• Manage airline crew such as American Airline booking, blocking, rooming list, signing sheet daily.
• Promote team work and quality service through daily communications and coordination with other departments.
• Perform other duties as assigned to provide genuine hospitality and to meet the Marriott/Renaissance Brand standard.
• Follow the principles of CARE and the Four Disciplines of Associate Success
• Participate and involve in all Hotel Events and Activities such as:
  • Safety committee member
  • CARE committee member
  • EOS lead partner
  • Lobby/Navigator duty to enhance perspective, gain knowledge and build relationships with F&B

 

 

Qualifications and Requirements:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using another combination of skills and abilities.

 

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Mathematical skills required.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to stand, walk and continuously perform behind the front desk.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.

• Communication skills are utilized a significant amount of time to interact with others; customers, employees and third parties.
• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions and training
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• Problem solving, reasoning, motivating, organizational and training abilities are sued often.
• Required to work nights, weekends, and/or holidays. 

 

Education:

• Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma required. Some College preferred.
• Experience: Prior hotel and supervisory experience required.

 

PHYSICAL DEMANDS/ WORK ENVIRONMENT

• Individuals may need to sit or stand as needed for an extended period of time
• Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials
• Proper lifting techniques required
• Exerting up to 50 pounds of force occasionally, and/or 50 pounds of force frequently and/or up to 20 pounds of force constantly to lift, carry, push, pull, or otherwise move objects

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Compensation Range:The compensation for this position is $75,000.00/Yr. - $85,000.00/Yr. based on qualifications and experience.