DescriptionThe Front Office Manager will oversee the quality of service provided at the front desk. Coordinate the efforts of all these areas to best serve the guest, present and future.
Essential Duties & Responsibilities: - Oversee the operations of the front desk; work closely with the Guest Services and Housekeeping departments.
- Block rooms, including groups, VIPs, and special requests, making necessary notations on registration cards.
- Keep front desk staff informed of VIP and group schedules and any other special arrangements.
- Coordinate daily with reservations to verify occupancy, arrivals/departures and requests.
- Schedule staff at a level consistent with budget and hotel activity.
- Train, develop and motivate staff to meet and exceed established service standards.
- Counsel, discipline and evaluate staff. Hire, promote and terminate staff.
- Set policies and objectives for department. Prepare annual budget of labor and material costs.
- Serve as manager on duty for resort, when appropriate.
- Control labor and material costs, ensuring profitable operations.
- Supervise posting and balancing of departmental charges and verify signatures. Deposit revenue with appropriate paperwork to account.
- Review unidentified charge accounts and follow up.
- Investigate "no-shows" and deposits that have not been accounted for from the previous day.
- Handle special requests, guest issues and billing discrepancies - offer compensation/recovery where appropriate.
- Understand and implement group resumes and billing requirements.
- Attend group pre-conferences to meet group coordinators, review arrival/departure procedures noting any special requests, review billing and rooming lists.
- Build routing and special billing profiles for groups according to resume distributions.
- Oversee all banks, guest folios, over and short accounts.
- Interface with all departments to ensure that guests' needs are met.
- Interface with various departments, such as Conference Services and Reservations to ensure accurate billing.
- Reconcile room availability, blocking, oversold categories and unexpected "stay-overs". Set up moves and notify housekeeping of changes.
- Oversee arrangements for guest safety deposit boxes.
- Comply with all Pebble Beach Company safety and health policies and procedures.
- Other duties as assigned by Director of Rooms Division.
Required Skills: - Leadership, motivational, supervisory, time management and problem-solving skills required.
- Must have excellent interpersonal skills and ability to handle difficult people and situations in a professional manner.
- Valid California driver's license.
Desired Skills: - Two to four years hotel or resort experience with supervisory responsibilities required.
- Basic computer skills and previous experience with property management systems preferred.
- Obtain comprehensive understanding of the daily operations of the hotel while still maintaining a high level of world class service to all patrons.
- Responsible for managing the customer experience, educating and upselling guests on products and services.
Why work for Pebble Beach Company: - Competitive Pay: $84,500/year plus bonus.
- Enjoy world-class health and wellness benefits. For Full Time employees, comprehensive medical, dental, vision, and life insurance is available. In addition, our Health and Wellness Center provides employees with unlimited access to a physician and medical team to tend to you and your family's health needs free of cost.
- Prepare for your future. You will be eligible to participate in our 401(K) retirement program. Pebble Beach Company will match $.75 for every $1 you contribute to your 401(k), up to 6% of eligible compensation. In addition, the company will contribute an amount to your 401K each quarter based on your hours worked, along with a discretionary contribution at the end of each fiscal year.
- We encourage YOU to be our guest. You will receive discounts at all Pebble Beach restaurants, retail shops, and our Forbes Five Star Spa. In addition, Hotel discounts are also available during select seasons.
- Play our world-famous golf courses! Enjoy our Employee Golf Privileges including Employee Tee Times, Tournaments, and Company Club.
- Grow your career with Pebble Beach. We provide opportunities for ongoing learning and development, as well as promotions and transfers to advance your career.
- Lunch is on us. Enjoy a complimentary meal during your shift in our Employee Dining Room.
