Front Office Manager - job 3 of 3

Mondrian is a way of travel. With its groundbreaking design and progressive programming, it is a “must” destination for locals or travelers. Mondrian is always at the heart of the most exciting cultural scenes in the world, serving up innovation and creativity for everyone. Mondrian provides a playful framework so that guests and locals alike can immerse themselves in the culture of each city it inhabits. Perfectly nestled in the base of the glittering Hollywood Hills, Mondrian LA has made a name for itself as an icon in its own right. Enter through Mondrian’s 30-foot mahogany doors and settle into your luxurious retreat while discovering the wild within. Welcome to a world of effortless sophistication and vibrant culture.

This position is responsible for ensuring the operation of the Guest Services, Concierge and Bell staff in an attentive, friendly, efficient, and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

ESSENTIAL DUTIES:

• Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous, and efficient manner.  Follow up to ensure guest satisfaction.
• Motivate, coach, counsel and discipline all Guest Services personnel.
• Prepare and conduct all Guest Services interviews.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy by reviewing status daily.  Analyze rate variance, monitor credit report, and maintain close observation of daily house count.  Monitor selling status of house daily, i.e. flash report, allowances, etc.
• Review Guest Services staff's worked hours for payroll compilation and submit to accounting on a timely basis.
• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Maintain Purchase Orders, vouchering invoices and checkbook accounting
• Ensure that Wage Progress, Productivity, and the Ten-Day Forecast are completed on a timely basis.
• Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
• Work closely with accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis.
• Ensure staff greet and welcome all guests approaching the Front Desk.
• Ensure sign off all Service Standards by Position for Guest Services staff.
• Assist in preparation of revenue and occupancy forecasting.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Must maintain constant communication with Housekeeping and Reservations
• Operate radios efficiently and professionally in communicating with hotel staff.  Ensure the proper use of radio etiquette within the department.
• Ensure correct and accurate cash handling at the Front Desk.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Establish and maintain key control system.
• Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores. 
• Monitor all V.I.P.'s, special guests, and requests.
• Maintain required pars of all front office and stationary supplies.
• Review daily Front Office work and activity reports generated by Night Audit.
• Review Front Office log book and Guest Request log on a daily basis. .

EXPERIENCE:

• At least 5 years of progressive experience in a hotel; or a 2 or 4-year college degree and 3 or more years of related experience.
• Hotel experience is required.
• Supervisory/Management experience required.
• Must be proficient in Microsoft Word, Excel, PowerPoint, and Outlook.  Experience in Tarrs, and Opera Cloud.
• Must have a valid driver's license from the applicable state.

EDUCATION:

• Bachelor’s degree in business, management, or hospitality or related field or equivalent of 5 years relevant work experience required.

WORKING CONDITIONS & PHYSICAL WORK DEMANDS:

• Able to sit and work at a computer keyboard for extended periods of time.
• Able to stoop, kneel, bend at the waist, and reach on a daily basis.
• Able to lift and move up to 25 pounds occasionally.
• Regular and on-time attendance is critical. 
• Hours occasionally exceed 40 hours per week.
• Ability to stand during shifts

Assimilate into Ennismore’s culture through understanding, supporting, and participating in all Ennismore elements. Demonstrate working knowledge of the service standards. Regular attendance in conformance with the standards, which may be established by Ennismore from time to time, is essential to the successful performance of this position.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the property.