Front Office Manager

Montage International - Central LA, CA

Full-time - Mid Level

Central LA, CA

Construction of Buildings

About the position

Live Your Passion. Add Your Magic. At Montage International, we are doing something different, something exciting and it takes passionate people to bring our vision to life. We have built a culture that leads with the important notion we live by every day; do what you love. If this resonates with you, we look forward to receiving your application. We welcome applicants with disabilities and provide reasonable accommodations as needed to our applicants. Please discuss with our hiring managers during our selection processes. If you are an internal applicant, please log into Workday and apply for your application to be considered. The Front Office Manager is responsible for management and day-to-day effective operations for guest reception, guest services, reservations, and concierge; including profitable financial management, effective leadership, excellent customer service skills, telephone etiquette, and supervision of department requirements and standards. Essential functions include assisting front office managers with the recruitment, training, and development of all associates, ensuring all Human Resource standards and procedures are met daily, and overseeing departmental matters as they relate to federal, state, and local employment, labor, and civil rights laws. The Front Office Manager will interact frequently and positively with guests, resolve problems/issues to the satisfaction of involved parties, and maintain constant communication with management and other departments to ensure guest service needs are met on a daily basis. The role requires regular movement throughout the departments to visually monitor all elements (lighting, music, temperature), business levels, staffing levels, steps of service, FORBES standards, timing of service, hotel cleanliness, and taking steps to ensure hotel quality and presentations are met at all times. The Front Office Manager will also maintain/review profitability measures of departments with the General Manager, control payroll and equipment costs, ensure operational pars and back stock levels are maintained, and develop and implement cost-saving and profit-enhancing measures throughout the departments. Additionally, the Front Office Manager is accountable for the effortless and seamless movement of guests in and out of the hotel while providing exceptional levels of guest service throughout the guests' stay. They will be responsible for communicating and developing department managers to ensure all developed standards are met consistently, learn the hotel's life-safety systems, and be prepared at all times for emergency situations. The position requires the ability to work in various systems such as OPERA, LMS, TIMESAVER, ADP, HRM, BIRCHSTREET & HOTSOS. All positions may perform additional duties as assigned based on business needs that may be outside the scope of normal duties.

Responsibilities

• Assist front office managers with the recruitment, training, and development of all associates.
• Ensure all Human Resource standards and procedures are met on a daily basis.
• Oversee departmental matters as they relate to federal, state, and local employment, labor, and civil rights laws.
• Interact frequently and positively with guests and resolve problems/issues to the satisfaction of involved parties.
• Maintain constant communication with management and other departments to ensure guest service needs are met on a daily basis.
• Regularly move throughout the departments to visually monitor all elements (lighting, music, temperature), business levels, staffing levels, steps of service, FORBES standards, timing of service, hotel cleanliness, and take steps to ensure hotel quality and presentations are met at all times.
• Maintain/review profitability measures of departments with the General Manager while supporting overall hotel operations.
• Control payroll and equipment costs (minimizing loss).
• Ensure operational pars and back stock levels are maintained by calculating quarterly OSE inventory.
• Develop and implement cost-saving and profit-enhancing measures throughout the departments.
• Review daily revenues and labor reports and compare to monthly forecast/budgets.
• Review monthly P&L's with the General Manager and Department Managers and assist with monthly forecasting.
• Accountable for the effortless and seamless movement of guests in and out of the hotel while providing exceptional levels of guest service through the guests' stay.
• Responsible for communicating and developing department managers to ensure all developed standards are met on a consistent basis.
• Learn the hotel's life-safety systems and be prepared at all times for emergency situations.

Requirements

• College degree preferred.
• 3 to 5 years leadership experience in a luxury hotel.
• Experience and knowledge of hotel operations is required.
• Opera experience preferred.
• Work positively in a team environment.
• Excellent driving record.
• Exceptional guest recovery skills.
• Enjoy interacting with people in a fast-paced environment.
• Ability to work and remain calm and professional under potentially stressful situations to ensure guest satisfaction.
• Excellent organizational and time management skills.
• Strong knowledge of MS Office, including Word, Excel, PowerPoint, and Outlook.
• Must possess a positive attitude.
• Must be willing to participate in a learning environment.
• Must integrate company values throughout all interactions.
• Must be able to quickly adapt to effectively using new software products.
• Must be dependable and available to work within the hotel on weekends, nights, and/or holidays based on business demands.

Benefits

• Competitive salary range of $75,000 to $80,000.
• Opportunities for professional development and training.
• Supportive work environment that values diversity and inclusion.