FRONT OFFICE MANAGER

Job Summary

Manage all aspects of the front office areas which may include, but is not limited to the Front Desk, Concierge, Bell Desk, Service Now, and guest reservations to ensure guest satisfaction and maximize hotel profitability.

Duties and Responsibilities

• Manage day-to-day operations and assignments of the front office staff; schedule, plan, and assign work.  Develop and communicate departmental strategies and goals.  Communicate and enforce policies and procedures.
• Recommend and/or initiate disciplinary, or other staffing/human resources-related actions in accordance with Company rules and policies.  Alert management of potentially serious issues.
• Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
• Monitor front office staff to ensure guests receive prompt, professional attention and personal recognition.  Ensure guests are greeted upon arrival.  Respond appropriately to guest complaints. 
• Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company.  Develop actions plans to correct any deficiencies.
• Analyze guest satisfaction data and develop and implement plans to achieve established goals related to guest satisfaction scores, front desk activities, etc.
• Achieve budgeted revenues, control labor costs & expenses, and maximize profitability within all areas of the front office.  Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel. 
• Maintain procedures for security of monies, credit and financial transactions, and guest security.  Check billing instructions and guest credit for compliance with hotel credit policy
• Establish, implement, and maintain training and procedures for Service Now to serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
• Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications.
• Promote teamwork and quality service through daily communication and coordination with other departments.  Key departmental contacts include Accounting, Reservations, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Engineering. 
• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training.
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
• Problem solving, reasoning, motivating, organizational and training abilities are used often.
• Ability to travel to attend workshops, specialized training and/or certifications, etc.
• Interact with outside contacts:
  • Guests – to ensure their total satisfaction
  • Regulatory agencies – regarding safety and emergency matters
  • Other contacts as needed (professional organizations, community groups)
• Perform other duties as assigned.
• May serve “manager on duty” as required. 

Required Qualifications

• 2-3 years luxury hotel experience
• 1-2 years management experience
• May be required to work nights, weekends, and/or holidays.
• Thorough knowledge of Front Office operations
• Strong knowledge of OPERA is a must
• Excellent communication and organization skills required 

Preferred Qualifications

• Bachelor's Degree in hospitality or business administration
• Knowledge of Forbes Standards

Work Conditions

• Frequently standing up behind the desk and front office areas
• Frequently walking around the hotel
• Carrying or lifting items weighing up to 50 pounds
• Handling various objects
• Use a keyboard to operate various property management and reservations systems, etc.

Salary Range: $68,000 - $80,000

About Hotel Nikko San Francisco

Hotel Nikko San Francisco is a luxury property located just off Union Square in downtown San Francisco, with 532 guest rooms and suites, 22,000 square feet of meeting and banquet room space, and five food & beverage outlets: 24-hour Room Service, ANZU Restaurant and Lounge, Kanpai Lounge, Imperial Lounge, and Feinstein’s at the Nikko.

Our culture is based on 5 Core Values: Service, Collaboration, Credibility, Achievement, and Fun. We are seeking candidates who can deliver the Nikko tradition of outstanding customer service and help us fulfill our Mission of creating “Fantastic Memories” (Subarashii Omoide) to our external and internal guests. Consistently ranked as a "Best Place to Work" and “Best and Brightest Companies to Work For” in the SF Bay Area. Hotel Nikko San Francisco offers competitive salaries and a fun and rewarding work environment.

Management Benefits:

Hotel Nikko San Francisco Management Perks:

Important Notice:

1. This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time-to-time.
2. Full COVID Vaccination is a required condition of employment 

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Hotel Nikko is an Equal Opportunity Employer without regard to people formerly experiencing homelessness, race, color, creed, gender, gender expression, gender identity, religion, marital status, registered domestic partner status, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), sexual orientation, age, veteran status, national origin or ancestry, political affiliation, physical or mental disability, medical condition including genetic characteristics, or any other consideration made unlawful by federal, state, or local laws. Hotel Nikko hiring policies require a background check for all applicants working directly with at-risk populations.