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Front Desk Manager

General Information

Country/Region
United States of America
Province/City
Montecito, CA
Location
Rosewood Miramar Beach
Department
Rooms - Front Office
Job Type
Full-time Permanent

Job Description

We believe that life is made of many journeys: inspiration, wonderment, curiosity, or the simple joy of discovering something new every day. If you share the same sentiment, then this opportunity is for you.

Rosewood Miramar Beach, A Rosewood Hotel, is looking for an exceptional Front Desk Manager. The Front Desk Manager is responsible for the management of all Front Desk functions in accordance with hotel standards. Directs, implements and maintains a service and management philosophy which serves as a guide to respective associates.

Essential Duties and Responsibilities – (Key Activities)
  • Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
  • Ensure that standards are maintained at a superior level on a daily basis.
  • Maintain complete knowledge at all times of:
    • All hotel features/services, hours of operation.
    • All room types, numbers, layout, décor, appointments and location.
    • All room rates, special packages and promotions.
    • Daily housecount and expected arrivals/departures.
    • Room availability status for any given day.
    • Scheduled in-house group activities, locations and times.
    • All hotel and departmental policies and procedures.
  • Meet with departing Front Desk Assistant Managers to review business status and follow up items.
  • Access a function of computer system according to established procedures and standards.
  • Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
  • Check Front Desk and storage areas for proper supplies, organization and cleanliness. Instruct designated personnel to rectify and cleanliness/organization deficiencies.
  • Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
  • Monitor and ensure that Front Desk areas are kept clean and organized and manned at all times.
  • Ensure that current information on rates, packages and promotions are available at the Front Desk and that all associates are knowledgeable on such.
  • Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
  • Review the previous day's occupancy, room revenues and labor hours.
  • Be able to prepare weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.
  • Ensure that associates report to work as scheduled. Document any late or absent employees.
  • Coordinate breaks for associates.
  • Assign work duties to associates in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations, which compromise the department's standards and delegate these tasks.
  • Conduct pre-shift meeting with associates and review all information pertinent to the day's business.
  • Inspect grooming and attire of associates; rectify any deficiencies.
  • Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
  • Constantly monitor associates’ performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel.
  • Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
  • Monitor safe deposits box procedures; audit accuracy of cards with proper signatures and ensure availability of keys. 
  • Monitor guest mail and ensure that it is processed according to procedures. 
  • Monitor and ensure that express checkouts are processed through the system correctly in accordance with hotel checkout standards.
  • Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
  • Assist associates with their job functions to ensure optimum service to guests.
  • Observe guest reactions and confer frequently with associates to ensure guest satisfaction.
  • Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
  • Promote positive guest relations at all times.
  • Ensure security of guestroom access.
  • Monitor and ensure that all cashiering procedure comply with Accounting policies and standards:
    • Contracted banks
    • Shortages/overages
    • Late charges
    • Petty cash/paid outs
    • Adjustments
    • Posting charges
    • Making change for guests
    • Cashing personal/travelers checks for guest
    • Payment methods/processing at check-in
    • Settling accounts
    • Closing reports
    • Cashier reports
    • Balancing receipts
    • Dropping receipts of daily work
    • Securing banks at all times
  • Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
  • Assist associates with expediting problem payments.
  • Anticipate sold-out situations and know how many rooms are overbooked. Locate alternative accommodations for guests and relocate guests, following hotel policies and procedures.
  • Audit surrounding area hotels daily for status of rooms, rates, discount rates and packages. Maintain current list of available locating for relocate situations.
  • Review the arrival report for accuracy and completeness. 
  • Ensure that all VIPs are pre-registered according to standards.
  • Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns. 
  • Print special request report and block according to specifications.
  • Balance room types daily according to departmental procedures.
  • Print credit check report and review status of each account. Follow up on accounts beyond approved credit limits. 
  • Review resumes for arriving groups; check-in/pre-registration procedures.
  • Coordinate delivery time of amenities with Room Service, ensuring timely delivery.
  • Monitor VIP arrivals; greet and escort them to their room in the absence of the Guest Relations Director. 
  • Review requests for late checkouts and approve according to occupancy. Communicate such to Housekeeping.
  • Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
  • Print report on discrepant rooms, research discrepancies and enter current status accordingly.
  • Complete bucket check nightly according to departmental procedures.
  • Maintain awareness of undesirable persons on hotel premises and escort off property. Contact Security where necessary.
  • Ensure all closing duties for associates are completed before associates sign out.
  • Conduct ongoing training with existing associates.
  • Provide feedback to associates on their performance. Handle disciplinary problems and counsel employees according to hotel standards.
  • Foster and promote a cooperative working climate, maximizing productivity and employee moral.
  • Prepare and submit daily/weekly payroll records.
  • Contact Engineering directly for repairs.
  • Document pertinent information in department logbook.
  • Complete all paperwork and closing duties in accordance with departmental standards.
  • Review status of assignments and any follow-up action with on-coming Assistant Manager.
  • Exhibit a friendly, helpful and courteous manner when dealing with guests and fellow employees.
  • Energize up-sell programs
  • All other duties as required.
General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

Technical Skills: Ability to suggestively sell available rooms; ability to input and access information into system; ability to remain calm and courteous with demanding/difficult guests; ability to perform job functions to standards under pressure; ability to ensure security and confidentiality of guests; ability to work without directs supervision.

Language: Required to speak, read and write English, with fluency in other languages preferred.

Physical Requirements: Must be able to exert physical effort in transporting up to 25 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

Qualifications: High school diploma; some college.

Experience: One to two years’ supervisory experience at a Front Desk preferably in a luxury or ultra-luxury hotel.

The salary range for this position is $70,000 to $72,000. This is the pay range for this position that the Hotel reasonably expects to pay. This position also may be eligible for bonuses. Decisions regarding individual salaries will be based on a number of factors, such as experience, type of hotel experience, location, and education.  

About Us

Situated on one of the most beautiful and exclusive beaches in Southern California, Rosewood Miramar Beach is in Santa Barbara’s picturesque Montecito community and one of only 15 properties in the world to hold the coveted Forbes Five-Star title. The 16-acre residential-style estate is designed with style, grace, and glamour, featuring 153 ultra-luxury guest rooms and suites, including beachfront accommodations, a collection of signature suites, and multi-bedroom bungalows. Amenities include Forbes Five-Star Sense, A Rosewood Spa, a state-of-the-art fitness studio, two cabana-lined pools, and bespoke beach service on the sandy shores of Miramar Beach. Home to six unique dining venues, Rosewood Miramar Beach is a popular culinary destination for locals and visitors alike, with its oceanfront MICHELIN one-star and MICHELIN green star restaurant, traditional Japanese Edomae sushi experience, al fresco beach bar, sophisticated cocktail lounge, casual all-day dining as well as poolside dining, and delightful poolside ice cream shop serving classic American fare. Expansive indoor and outdoor event space, totaling approximately 28,000 square feet, includes the Chandelier Ballroom, with over 6,500 square feet, and the Great Lawn, which offers infinite ocean views. Attentive Estate-Style™ service makes Rosewood Miramar Beach the perfect destination for celebrating life’s moments in highly personalized settings. Rosewood Miramar Beach is owned by Caruso and managed by Rosewood Hotels and Resorts.