Front Office Manager,

The Westin Verasa, Napa

Location: USA

–Napa, CA

Type: Exempt (Salary).

The range of pay is $70,000 - $80,000 DOE.

Category:

Hotel/Resort, Guest Services

The Westin brand is built

on four unique differences - tradition, distinctive hotels, products and

service. We look for 'people who make the difference', a Westin legacy where

associates deliver a consistent and memorable level of service all the time.

Responsibilities

Responsible for assuring

complete success of Front Office department, with a strong orientation toward

customer service and quality.  It is expected that the Front Office

Manager will participate in expanding and improving service quality throughout

the hotel.

Responsible for the overall

direction, coordination and evaluation of all areas of Front Office Department®

including interviewing, hiring, training, staffing, assigning, and directing

work, addressing complaints and resolving service issues.

Responsible for documenting

individual progress, target strengths and weaknesses, provide follow-up

training and encourage, motivate and recognize staff! Front Office Manager will

be responsible for supervising the Front Office Supervisors & associates

and act as a leader and positive role model within the department.

Overall

Responsibilities:

• 
  
• Proactively
• encourage and maintain open and positive communications with all
• associates and managers.
• 
  
• Maintains
• regular and constant contact with Front Office Associates and monitors
• their contact with guests.
• 
  
• Makes
• certain that phones are answered following Marriott phone etiquette.
• 
  
• Measures
• current levels of service performance against previously measured bench
• marked performance and constantly strives for improvement.
• 
  
• Assists
• with the training of Front Office Associates and makes certain that they
• are trained in all areas of Front Office.
• 
  
• Schedules
• Front Office Associates in cross-functional activities.
• 
  
• Maintains
• up-to-date status on in-house groups, functions, arrivals and
• departures.  Reviews VIP arrivals and makes certain that guest’s
• needs for special requests are met.
• 
  
• Provides
• constant feedback to hotel management and department heads concerning
• service issues, including guest desires, complaints and comments.
• 
  
• Presents
• innovative ideas to hotel management.
• 
  
• Make
• certain that the Marriott approved Front Office technology is used to its
• fullest capacity.
• 
  
• Empowers
• and coaches associates in providing technically proficient, courteous, and
• timely service.
• 
  
• Coaching
• and disciplinary involvement with the associates
• 
  
• Training
• and retraining of all associates.
• 
  
• Assist
• with recognition planning and implementation.
• 
  
• Conducts
• periodic departmental meetings.
• 
  
• Maintains
• open and excellent communication with all department heads.
• 
  
• Deliver
• the best possible Guest and Employee Experience.
• 
  
• Accurately
• schedule all staff areas based on anticipated occupancy, group
• arrivals/departures, and special events to meet the demand for labor and
• make use of optimum budget dollars.
• 
  
• Provide
• updates to associates as soon as received to keep them current on all
• resort activities.
• 
  
• Maintain
• employee appearance standards in order to ensure consistency.
• 
  
• Help
• maintain the training manuals and other information.
• 
  
• Provide
• consistent feedback on individual progress, challenges or concerns. Offer
• potential or proposed solutions or amendments.
• 
  
• Establish,
• foster and maintain a positive and fun work environment always keeping
• communication lines open.
• 
  
• Financial
• responsibilities include knowledge and management of labor budgets;
• monitoring daily labor costs to help ensure the department meets the
• projected goals; overall understanding of departmental finances. 
• 
  

Additional duties as necessary and assigned.

In addition to

performance of the essential functions, this position may be required to

perform a combination of supportive functions, with the percentage of time

performing each function to be solely determined by the manager based upon the

requirements of the hotel.

Other:

Regular

attendance in conformance with the standards, which may be established from

time to time, is essential to the successful performance of this

position.  Employees with irregular attendance will be subject to

disciplinary action, up to and including termination of employment.  Due

to the cyclical nature of the hospitality industry, employees may be required

to work varying schedules to reflect the business needs of the hotel.  In

addition, attendance at all scheduled training sessions and meetings is required.

Upon employment, all

employees are required to fully comply with Marriott rules and regulations for

the safe and effective operation of the hotel facilities.  Employees who

violate hotel rules and regulations will be subject to disciplinary action, up

to and including termination of employment.

Physical Demands

Most work tasks are

performed indoors.  The temperature is moderate and controlled by the

hotel environmental systems.

Must be able to sit at a

desk for up to 5 hours per day.  Walking and standing are required the

rest of the working day.  Length of time of these tasks may vary from day

to day and task to task.

Must be able to lift up to

15 lbs. on a regular and continuing basis.

May be required to lift

trays of food or food items weighing up to 30 lbs.

Must be able to push and

pull carts and equipment weighing up to 250 lbs.

Must be able to exert

well-paced ability to reach other departments of the hotel on a timely basis.

Requires grasping, writing,

standing, sitting, walking, repetitive motions, 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 and color 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, 10-key

adding machine, electric typewriter, multi-line touch tone phone, filing

cabinets, FAX machines, photocopiers, dolly and other office equipment as needed. 

General Skills Description

High school or equivalent

education required.  Bachelor’s Degree preferred.

Marriott Brand knowledge

preferred.

One year hotel Front Office

Assistant Manager experience required.  Previously Front Office manager

experience preferred.

Skills and Knowledge

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 some other combination of knowledge, skills, and

abilities.

Must be able to speak,

read, write and understand the primary language(s) used in the workplace.

Must be able to read and

write to facilitate the communication process.  

Requires good communication

skills, both verbal and written.

Must possess basic

computational ability.  

Must possess basic computer

skills.

Most tasks are performed in

a team environment with the employee acting as a team leader.  There is

minimal direct supervision.

Working knowledge of

federal, state and local laws governing equal employment opportunity and civil

rights, occupational safety and health, wage and hour issues, and labor

relations, including, but not limited to the following statutes and their

comparable state and local laws (where applicable): Title VII, ADEA, Equal Pay

Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.

Grooming

All employees must maintain

a neat, clean and well-groomed appearance by Marriott standards.