Front Office Manager

Hotel Valencia Riverwalk is located in downtown San Antonio, TX and is a pillar of the community.  Our hotel is unique to San Antonio, and we are looking for outstanding talent to provide exceptional customer service to our guests.  We are part of Valencia Hotel Group, our collection of hotels are created for today’s passionate traveler, each of our hotels are intentionally built to showcase modern design and classic character. We are looking for team members who are ready to be empowered to go above and beyond.

Job summary: 

Responsible for managing all aspects of the Front Office and Guest Services function of the hotel, personally monitoring service and proactively identifying areas of opportunity ensuring compliance to service and operational standards.  Coordinates with all departments throughout the hotel to ensure guest and internal requests are properly fulfilled. Ensures department expenses are in line, maintaining budgeted productivity levels while maximizing guest satisfaction.

Shift requirements:

• Looking for flexibility based on the hotel needs 

Duties and Responsibilities:

• Relentlessly train and motivate customer service employees.
• Relentlessly rehearse steps of service with the employees in the lobby daily
• Spent a significant amount of time in the lobby, engaging with customers, monitoring, and ensuring the highest level of service, and supporting and assisting the team as necessary.
• Walk public spaces including but not limited to Front Drive, Lobby, and public restrooms multiple times per shift to ensure the desired ambiance is up to company standards.
• Maintain integrity of cost controls and proper maintenance of assets
• Responsible for assisting in the supervision and performance of all Front Office-related operations and personnel.
• Monitor and maintain Front Office quality and costs.
• Effectively manage all hotel communication, both internal and with guests using communication platforms
• Effectively communicates and manages guest issues and follow up to ensure timely resolution.
• "Ensure timely and accurate reporting of daily operating results and statistical information as related to revenue and expenses."
• "Monitor PBX, Reservations, Front Desk and Guest Services operations to ensure the highest quality of guest relations.”
• Monitor and review all night audit reports for accuracy.
• Make and receive calls regarding guest accounts.
• Effectively manage Hotel Ledger, Credit Check, and Allowances 
• Effectively cooperate with and assist the Director of Sales Marketing on group billing. 
• Prepare the reports for and attend monthly AR meetings. 
• Compile information regarding internet bookings and process billing accordingly.
• Managing billing for AR accounts as needed
• Monitor the time and attendance of employees through Paycom.
• Post all necessary information needed for employees on the communication board.
• Schedule company events such as rallies and training.
• Cover as shift Manager on Duty as needed.
• Investigate and resolve any service issues properly addressing both internally and recovering the guest as appropriate. 
• Be on call 24/7 for any emergency situations that may arise.
• Be available to do Manager on Duty weekends as required.
• Assist other departments as necessary. 
• Any other duties assigned by your immediate supervisor.

Knowledge and Skills:

• Demonstrates commitment to Valencia Group Hospitality operating principles and philosophies.
• Holds self and others accountable for achieving results.
• Addresses conflict in a timely manner.
• Contributes to team results.
• Deals with change effectively.
• Makes decisions, including employees/team, and commits to a course of action with available information.
• Develop an understanding of all VGSOP’s and LSOP’s pertaining to Front Office, Guest Services and the hotel as a whole and effectively adhere to and/or put those policies into practice.
• Deals with disgruntled guests effectively and demonstrates the ability to fully recover guest. 

Leadership Skills:

• Establishes effective, two-way communication with all subordinates.
• Effectively coaches and develops all members of the Front Office/Guest Services team.
• Finds opportunities to develop all members of the Front Office/Guest Services team.
• Effectively conveys operating standards to all members of the Front Office/Guest Services team.
• Holds all members of the Front Office/Guest Services team accountable for performing to standards.
• Exemplify and reinforce the company’s service culture and positive work environment. 
• Ability to effectively receive and provide feedback.

Relationship Skills:

• Always apply the principles of trust, honesty, respect, integrity, and commitment.
• Develops working relationships with vendors, contractors, city officials and others to ensure the best interests of the hotel are a primary focus.
• Establishes confidence in the Front Office/Guest Services team among peers throughout the hotel.
• Maintain a positive work environment and be a leading positive force in the team.

Qualifications:

• Minimum of 3 years in hospitality industry 
• Minimum of 2 years in hotel leadership position
• High school or equivalent education required.
• Minimum one year experience preferred in either housekeeping or front office
• Valid Driver’s license
• TABC Certification
• Food Handler’s Certification
• Communicates effectively with others
• Works productively with a team
• Contributes to team results.
• Ability to follow safety guidelines.
• Professional behavior, able to work for long periods of time.
• Ability to work under pressure in a fast-paced environment.

BENEFITS:

• Medical, Dental, Life insurance
• Paid Time Off 
• Paid Community Service Days
• Click here to learn more

Valencia Hotel Group (and all its affiliates) is an Equal Opportunity Employer Valencia Hotel Group provides equal employment opportunities to all persons. The company does not discriminate because of race, color, religion, sex, national origin, disability or ancestry in recruiting, hiring, placement, promotion or any other condition of employment and actively seeks a diverse and representative work force.

Valencia Hotel Group has been named in Newsweek’s list of America’s Greatest Workplaces in these categories:

America’s Greatest Workplaces for Women 2024

America’s Greatest Workplaces for Job Starters 2024