Job Description

Job Location: Nobu PA - Palo Alto, CA 94301
Position Type: Full TimeEducation
Level: High School
Salary Range: $95,000.00 - $100,000.00 Salary
Travel Percentage: Negligible
Job Shift: Must Have Open Availability
Job Category: ManagementPOSITION SUMMARY
Coordinates Rooms Division activities and productivity, and resolves problems arising from guest complaints, reservation and room assignment activities, and unusual requests and inquiries by performing the following duties personally or through subordinate managers/supervisors.

ESSENTIAL DUTIES AND RESPONSIBILITIES
- Hires, trains and supervises the Front Office staff, conducts performance evaluations; coaches/counsels employees when necessary.
- Plans, organizes, assigns and coordinates the daily activities and any special projects for the staff to ensure compliance with the Hotel’s guest service standards.
- Implements effective control of operating expenses and labor costs amongst all Rooms Division departments to ensure costs are aligned with the budget and forecast.
- Fields guest complaints, conducting thorough research to develop the most effective solutions.
- Listens and extends assistance in order to resolve problems such as rate conflict or facilities issues.
- Inputs and retrieves information from the computer system for file maintenance, correspondence and preparation of all Front Office reports.
- Regularly conducts Rooms Division meetings for the purposes of keeping staff informed, to provide training initiatives, and to create a positive work environment.
- Ensures there are training and development programs in place for all Rooms Division departments to ensure well-trained employees at all levels.
- Inspects Housekeeping and Engineering departments to ensure rooms, equipment, and the building meet the requirements of state and local innkeeper laws and internal regulations.
- Monitors requisition and approval requests for Housekeeping equipment and supplies necessary for the needs of business.
- Works with the Executive Housekeeper to purchase linen, guest room amenities, and cleaning supplies.
- Ensures all guestrooms and public areas are clean and assists in resolving issues if a problem of dissatisfaction arises with the level of cleanliness and/or service provided.
- Establishes and maintains policies and procedures for the Front Office operation, remaining consistent and holding each colleague to the same standard.
- Assigns duties and shifts to the staff and observes performances to ensure adherence to Hotel policies and established operating procedures.
- Confers and cooperates with other department heads to ensure coordination of activities.
- Meets and personally greets VIP Guests, whenever possible.
- Develops, implements, adjusts, and monitors the schedules for all Rooms Division departments including Front Office, Engineering, and Housekeeping to meet the needs of business.
- Reviews, revises and approves daily payroll reports as needed.
- When necessary, performs the duties of his/her subordinates.
- All other duties as assigned by the supervisor

SUPERVISORY RESPONSIBILITIES
Directly supervises employees in the Front Office staff while also ensuring standards of third-party contractors (Bell/Valet) are being met. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

QualificationsTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to use a moderately complex computer system.
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Must have knowledge of policies and procedures as they relate to safety and security of guest and Hotel property.
- The ability to effectively deal with employees and customers, some of whom will require high levels of patience, tact and diplomacy.
- Excellent organizational skills
- Ability to read, listen and communicate effectively in English is required. Spanish speaking is preferred but not required.
- Ability to write reports, correspondences, memos and employee performance evaluations.
- Ability to calculate figures and amounts such as discounts, interest and commissions by applying basic math skills.
- Ability to solve problems and deal with variables in situations where only limited standardization exists.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- To perform this job successfully, an individual must have knowledge of Microsoft Word processing software and Excel spreadsheet software, in addition to a proficiency with Property Management Systems.
- Meets legal age requirements for the position.
EDUCATION/EXPERIENCE
High school degree is required. B.A. degree or A.A degree is preferred, though any combination of education and experience that provides the required knowledge skills and abilities will be considered. At least two years’ previous experience as a Front Office Manager or Assistant Front Office Manager is required.
CERTIFICATES, REGISTRATIONS AND LICENSES
Valid Food Handler Card required. Valid CA Driver’s License required. CPR/First Aid Certification is preferred.