Front Office Manager, Monterey Plaza Hotel & Spa

The Monterey Plaza Hotel & Spa is a luxury property within the Woodside Hotel Group collection. This 284 room property has four penthouse suites, over 22,000 square feet of meeting space, expansive exterior space known as the Plaza, the Promenade and the Terrace, and an award-winning food and beverage program. Banquets, Coastal Kitchen, Schooners, Lobby Lounge, Tidal Coffee, and Room Service provide guests, groups, and local visitors numerous dining options. Vista Blue Spa offers a wide array of services in an outstanding location on the penthouse suite level and hosts the Fitness Center in addition to retail and sundries. The Monterey Plaza is the only property in Monterey ranked No. 1 for both business and leisure by Trip Advisor. The Monterey Plaza's mission is to consistently operate as one team, to produce raving fans, loyal guests and associates while achieving annual financial expectations. Enthusiastically taking care of our guests defines hospitality at our property.

We are seeking a Front Office Manager to join our award winning team.

The Front Office Manager position is responsible for the supervision of the Front Office function of the Rooms Division. Their primary role will be to direct staff to uphold all established protocols in order for the hotel to consistently maintain a four-star level of guest service working closely with the Front Office team. The Front Office Manager is responsible to supervise and direct their daily efforts through adherence to all hotel protocols, procedures and standards. Their areas of supervision include the Bell Valet and the Front Desk. The Front Office Manager also works closely with the Director of Front Office Operations to initiate, evaluate, coordinate, and implement initiatives that meet or exceed business objectives and goals per the annual budget and business plan. In the absence of the Guest Services Manager, provides supervision of the Concierge function.

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Hires, develops, trains and manages direct reports. Creates schedules, provides consistent feedback with respect to hotel standards, and conducts performance evaluations according to hotel guidelines. Ensures staff meets or exceeds customer service satisfaction goals.

Completes critical administrative responsibilities. For example, is responsible for overseeing, controlling, and amending as required, the scheduling, payroll, and accounting issues, and managing expenses to budget.

Promotes and maintains adherence to Accounting and Payroll policies and procedures among staff; including adherence to, and correct management of, all meal and rest break policies and time-keeping procedures. Completes and conducts timely personnel performance evaluations.

Listens to, and effectively resolves, associate concerns in an expeditious and professional manner according to hotel and departmental standards and best practices such as those communicated via the Monterey Plaza's, Associate Handbook. Serves to maintain an Issue-Free Workplace. Consults with People & Culture leaders as needed.

Maintains knowledge of hotel features/services, hours of operation, daily house count, and expected arrivals/departures, etc. to ensure a productive weekly work schedule and manage payroll to achieve forecast. For example, sets schedules and delegates work assignments according to call volume and other indicators as identified through the Business on the Books (BOB) Report, 12-Day and Labor Reports and other business reports.

Trains and develops the service skills of all staff in accordance with hotel requirements. Ensures guest interactions are handled to a 4-star level as it relates to service and maximizes revenue through subordinates via coaching, training, goal-setting, and by monitoring their performance. Regularly reviews guest comments and associate performance to ensure goals are met or exceeded.

Maintains knowledge of hotel features/services, hours of operation, daily house count, and expected arrivals/departures, etc. to ensure labor is appropriately scheduled around critical times. Oversees daily and weekly staffing requirements to ensure they are met per weekly revenue forecast. Approves schedules and ensures they are posted as prescribed and that daily and bi-weekly payroll is submitted to accounting as required.

Maintains sufficient staffing levels, with adherence to staffing guidelines as it relates to full time, part time, and on call. Maintains a productive weekly work schedule and manages payroll to achieve forecast. Reviews special projects, inventory, and side-work to identify needs and opportunities before delegating work assignments or releasing staff from shift. Ensures that staffing levels are sufficient to meet hotel and guest needs and are in line with budget and forecasted revenue.

Confirms accuracy of business recap, MOD, and Kindness Alert reports. Conducts daily review of labor reports and labor processing, daily Flash report, monthly F&B financials and promotions. Notes errors and communicates as needed to Accounting and the Banquets management team.

Oversees day-to-day maintenance, cleanliness, and the physical organization of the front driveway, hotel lobby, concierge, front desk and back office areas. Ensures all are clean and maintained and ready for use. Directs regular cleaning to maintain sanitation standards and keeps appropriate records; arrange deep-cleaning as required.

Reports items that need repair or maintenance promptly so that meetings space and banquet equipment is maintained in "like new" condition.

Monitors actions of staff and guests to ensure that health and safety standards and liquor regulations are obeyed. Evaluates health and safety practices against standards; corrects staff as needed.

Confirms the departmental Standard Operating Procedures ("SOPs") are current, maintained as such, and utilized in each area of the operation. Develops associate's service skills so that the guest experience is authentic. Sets a positive tone and is a role model for the staff. Ensures all interact with patrons according to hotel standards.

Monitors all service and the associate's execution of standards daily. For example, ensures concierge service, check-in/out, and guest's special requests are properly communicated. Notes challenges and addresses shortcomings utilizing the correct protocol (praises in public, critiques in private). Ensures all staff present a neat and professional image in accordance with hotel grooming and hygiene standards; uniforms are properly maintained.

Works with the Director of Rooms, the Director of Revenue Management, and the Reservations Manager to maximize the revenue potential through strict management of rate and inventory, monitoring of group room blocks. Provides thorough training to all Front Office staff to ensure the internal promotion of Spa & F&B outlets. Works to continuously improve the salesmanship of all Front Office to maximize each person's contribution to revenue in all areas.

Thoroughly distributes information regarding marketing campaigns to staff so they are knowledgeable regarding offerings and are able to achieve personal and departmental sales goals.

Ensures proper and complete guest profile data is maintained.

Ensures comment card feedback is promptly added to guest profiles.

Follows up with guests as needed regarding loyalty program questions, booking needs, comment cards or other guest issues/needs requiring a manager's attention.

Effectively resolves any significant guest or employee concerns in an expeditious and professional manner.

Responsible for the upkeep and maintenance of software, telephone, and computer equipment utilized by the Front Office. Reports deficiencies expediently to ensure as little downtime and inconvenience to the guest as possible. This position is designated a Key Operator for Opera, the hotel's property management system.

Provides timely communication and leads daily line ups to ensure the Monterey Plaza Hotel & Spa commitment to excellence is known and ensure staff members are engaged and understand the current priorities and goals.

Meets regularly with Director of Rooms to monitor the business plan and address specific concerns as it relates to the Front Office objectives and goals.

Represents the department at Department Head, Rooms Division, Pre-cons, and other meetings in order to communicate business status with others and to stay informed regarding hotel concerns.

Participates in the hotel's Manager on Duty (MOD) program.

Continuously interacts with all other departments of hotel, focusing on optimum problem solving at all times. Works cooperatively and in coordination with all other hotel departments and third-parties to deliver exceptional guest service to the Forbes 4-Star standard.

Observes all safety protocols and holds others accountable to hotel and departmental safety standards and procedures.

Completes other duties and special projects as assigned.

Monitors staff as it relates to completion of opening and closing duties according to checklists to ensure complete compliance with standards of preparation for the incoming shift or the next event and so that the cleanliness and condition of staff and our facilities is maintained to a 4-Star standard.

Communicates daily reports; to include business statistics and inspection reports.

Addresses and resolves guest issues before the patron leaves. Communicates Kindness Alerts to the Front Office, alerts the Catering & Conference Services team, and also communicates existing Kindness Alerts and VIP's to staff. Assists with the resolution of guest service issues in other areas of the hotel as required.

Updates Standard Operating Procedures for the department as needed and upon request.

Operates within budgeted expense guidelines related to both supplies as well as labor.

SUPERVISORY RESPONSIBILITY

The Front Office Manager is responsible to direct support staff and has the authority to enforce adherence to all hotel protocols, procedures and standards, and make decisions independent of established protocol in service of the business interests of the Monterey Plaza Hotel & Spa.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to drive a standard and automatic cars, both domestic and foreign made.

Ability to use a moderately complex computer system.

Ability to provide accurate information and respond to questions from managers, clients, customers, and the general public.

The ability to effectively deal with employees and customers some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.

Able to create reports, business correspondences, emails and memos.

Basic math skills.

Excellent organizational skills.

Ability to read, listen and communicate effectively in English.

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Meets legal age requirements for the position.

Excellent time management skills.

Working knowledge of MS Office programs, such as Excel, Word, and Outlook is also necessary,

EDUCATION and/or EXPERIENCE

Two to five years or more experience is necessary. Working knowledge of MS Office programs, such as Excel, Word, and Outlook is necessary. Previous experience with a property management system, such as Opera is required. Excellent communication, effective conflict management, and relationship acumen with internal and external clients are crucial for this role. Working knowledge of OPERA (PMS) program and a complete understanding of the service standards needed for a Forbes 4 or 5 star rated property is also preferred.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid California Driver's License.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; stand, walk, use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds and lift and/or move up to 50 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position operates in varied environments, which may include an office, client facilities, and various modes of transportation, hotel and conference trade shows, and site visits. The will routinely use standard office equipment such as computers, phones, photocopiers and filing cabinets. They may be exposed to outside conditions including wind, sun, rain and all other elements.

The noise level in the work environment is usually quiet to moderate.

GROOMING

All employees must maintain a neat, clean and well-groomed appearance (specific standards available.)

PAY SCALE

The salary range for this position is $70,000 to $85,000. This is the pay range for this position that the Hotel reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience, type of hotel experience, and education

The Monterey Plaza Hotel & Spa is an equal employment opportunity employer. Company policy prohibits unlawful discrimination based on race, color, national origin, ancestry, ethnicity, religion (including religious dress and grooming), sex, gender, sexual orientation, gender identity (including gender-related appearance and behavior), partnership status, pregnancy (childbirth, breastfeeding, or related medical condition), age, physical or mental disability, medical condition, military or veteran status, status as a victim of domestic violence, sexual assault, or stalking, genetic information, marital status, ethnicity, alienage, citizenship status or any other protected classification, in accordance with applicable federal, state, and local laws. Consistent with the American's With Disabilities Act, applicants may request accommodation needed to complete the application process. Please contact the People and Culture Department if you have any questions regarding this policy.