Front Office Manager

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:

Job Description and Qualifications

Job Summary:

The Front Desk Manager is responsible for welcoming, registering, and checking in/out all guests in the hotel while serving as a liaison between guests and departments to solve problems. Manage all aspects of the Front Office areas which may include, but is not limited to the Front Desk, Concierge, Service Now, and guest reservations to ensure guest satisfaction and maximize hotel profitability. 

Essential Functions:

1. Manage day-to-day operations and assignments of the Front Office staff.
2. Monitor staff to ensure guests receive prompt, professional attention and personal recognition based on Forbes standards.  Ensure guests are warmly greeted upon arrival. 
3. Respond appropriately and efficiently to all guest complaints, providing service recovery as necessary.
4. Serve as Manager-on-Duty as required to run shifts.
5. Perform all check-in/out functions according to hotel policies and procedures.
6. Generate and distribute all required reports including, but not limited to guest arrival/departure and in-house reports, detailed availability, and various task reports.
7. Maintain training procedures for all Front Office staff as directed by management and ensure proper procedures are consistently followed.
8. Post charges to guest accounts including, but not limited to meals, business center, and gift shop as required.
9. Perform cashier functions, including but not limited to exchanging foreign currency.
10. Ensure proper credit obtained on guest credit cards at registration.
11. Comply with guest's special requests including, but not limited to extra towels, cots, newspapers when appropriate.  When inappropriate, direct to suitable department and follow up to ensure compliance with request.     
12. Inspect all equipment.  Report any problems to appropriate personnel.  Follow up to ensure correction of problem.
13. Interact in courteous, professional manner with guests, co-workers and supervisors.
14. Re-stock all work areas each shift.
15. Maintain an organized, clean and safe work environment.
16. Maintain constant and accurate communication in between departments especially Housekeeping.
17. Apply principles and rational thinking to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

 Qualifications

• 2 years of Front Desk supervisory experience and/or strong customer service experience within an upscale working environment.
• Excellent communication and organization skills (speaking a second language preferred but not required) 
• Must have strong time management and prioritizing skills.
• Ability to read and write in English.
• Ability to answer phones quickly, clearly, and professionally.
• Ability to communicate verbally and in writing.
• Ability to convey a smile over the phone.
• Ability to maintain good relations with staff and guests.
• Ability to maintain confidentiality of guests.
• Ability to operate computerized Front Office system; OPERA, Triton Knowcross experience a plus.
• Accurate typing speed of 40 wpm minimum.
• Ability to comprehend and follow instructions, to make decisions without supervision and to prioritize tasks in order to meet appropriate deadlines.
• Ability to memorize, recollect, and quickly retrieve dates, names, times, and other data.
• Ability to converse calmly with irate guests, superiors, and subordinates in sometimes intense emotional situations.
• Ability to work under pressure and complete assignments on time when confronted with frequent stressful, emergency, critical or unusual situations.
• Ability to work and complete assignments on time when confronted with situations in which working speed and sustained attention are critical aspects of successful completion of the job.
• Ability to stand, reach, push, pull, twist, turn, and grasp.

 Related Duties and Qualifications:

1. Perform other duties as requested.

 Work Conditions:

• Most tasks are performed with minimal supervision.
• Most work tasks are performed indoors.  Temperature is moderate and controlled by hotel environmental systems.
• Work tasks are performed standing, reaching, twisting, turning, and grasping.
• Standing occurs 50% of the time.  Employee may stand up to 5 hours throughout the day while performing tasks at the Front Desk.
• Many work tasks involve the ability to lift approximately three pounds 90% of the time.
• Walking occurs continuously in moving from various work areas such as the Front Desk, Service Now and Back Office.
• Reaching occurs frequently in retrieving items from various parts of the desk, files, and work area.
• Twisting and turning occur frequently throughout the work shift in the process of retrieving or recording information and communicating with guests.
• Grasping occurs continually throughout the work shift.
• Talking and hearing occur continuously in communicating with guests; co-workers and supervisors.
• Vision occurs continually with the most common visual functions being those of near and far vision.
• The majority of work tasks are performed on carpeted floors.
• Most work tasks are performed with the use of office equipment including, but not limited to telephone, computer, and printer.

Important Notices

1. We are an Equal Opportunity Employer and M/F/V/D
2. Full COVID Vaccination and Booster is a required condition of employment