Job Description

Job Location: Nobu PA - Palo Alto, CA 94301
Position Type: Full TimeEducation
Level: High School
Salary Range: $76,000.00 - $80,000.00 Salary
Travel Percentage: Negligible
Job Shift: Must Have Open Availability
Job Category: ManagementPOSITION SUMMARY
The Front Office Manager in a luxury hotel plays a pivotal role in ensuring exceptional guest experiences by overseeing all front desk operations, maintaining high operational standards, addressing and resolving guest complaints, and aiming to enhance overall guest satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES
- Manages the front office team including Front Desk, Reservations, Bell, and Valet staff to ensure efficient and personalized guest service.
- Screens, hires, trains and supervises staff, conducts performance evaluations, and coaches/counsels employees when necessary.
- Oversees daily operations including check-in, check-out, reservations, and guest inquiries, ensuring adherence to hotel policies and standards.
- Plans, organizes, assigns and coordinates the daily activities and any special projects for the staff.
- Regularly monitors the payroll budget to ensure labor costs are aligned with the forecast.
- Fields guest complaints, conducting thorough research to develop the most effective solutions.
- Listens and extends assistance to resolve problems such as rate conflict or facilities issues.
- Inputs and retrieves information from the Property Management System (currently OPERA), maintains guest profiles, coordinates itineraries, assists with in-room dining orders, guest requests, maintenance, and other front office responsibilities as needed.
- Regularly conducts staff meetings for the purpose of keeping the staff informed, to provide training initiatives, and to create a positive work environment.
- 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 departments to ensure coordination of activities.
- Meets and personally greets VIP Guests whenever possible.
- Prepares the weekly schedule and makes modifications by regularly monitoring the house count and making adjustments based on business needs.
- Reviews, revises and approves daily payroll reports as needed.
- When necessary, performs the duties of their subordinates.
- All other duties as assigned by the supervisor

SUPERVISORY RESPONSIBILITIES
Directly supervises employees of the Front Office team 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.

QualificationsQUALIFICATIONS
To 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 accommodation 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.
- Ability to write reports, correspondence, 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.
- Working knowledge of Microsoft Word processing software and Excel spreadsheet software, in addition to proficiency with Property Management Systems (preferably OPERA).
- Meets legal age requirements for the position.
EDUCATION/EXPERIENCE
Any combination of education and experience that provides the required knowledge skills and abilities. High school degree is required.  B.A. degree or A.A degree is preferred. A minimum of two years’ experience as a Front Office Manager or Assistant Front Office Manager with direct supervisory responsibilities is required.
CERTIFICATES, REGISTRATIONS AND LICENSES
- Valid Food Handler Card required.
- Valid CA Driver’s License required.
- CPR/First Aid Certification is required.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally exposed to outdoor weather conditions. The noise level in the work environment is usually moderate.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand, walk, use hands to finger/handle/feel, reach with hands and arms, and talk or hear. The employee is frequently required to sit. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.
GROOMING
All employees must maintain a neat, clean and well-groomed appearance (specific standards available).