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Front Office Manager

Company: Renaissance Club Sport
Location: Aliso Viejo
Posted on: July 30, 2022

Job Description:

Front Office Department

Job Description



To work Front Desk and DTS shifts and assist in supervising all associates and operations at the Front Desk and DTS in a professional, service-oriented manner so that these things are ensured: 1) Guests form great first and last impressions of the hotel; 2) Hotel access is controlled and room usage is tracked; 3) Guests are called by name at every opportunity, coming and going; 4) Banquet and catering customers are warmly welcomed, and smoothly directed to the appropriate meeting room or department; 5) All company policies relating to the Front Desk, DTS-Operators & DTS-Delivery are consistently applied; 6) Incoming telephone calls are answered promptly and professionally; 7) All check-in, check-out, and other POS transactions are processed 100% accurately; and 8) Guests view the Front Desk staff as resources for hotel information.


General Manager


Front Office Agents, DTS-Operators, DTS-Delivery


* Oversee the hiring, supervision, training, and development of Front Office Agents, DTS-Operators, DTS-Delivery personnel
* Be fully capable in all duties, responsibilities and expectations of the Front Office Agent, DTS-Operators & DTS-Delivery positions
* Ensure LSI Human Resources policies and employment practices are followed in the Front Office department, including DTS-Operators & DTS-Delivery
* Ensure responsiveness of staff to all guest questions and concerns
* Ensure that all Front Office/DTS policies and procedures are consistently enforced and followed by all staff
* Provide the necessary tools for Front Office Agents, DTS-Operators & DTS-Delivery personnel to perform their jobs in the most efficient and hospitable manner
* Determine the requirements for, and follow up with, special groups and VIPs
* Prepare and posting weekly schedules that are compatible with guest needs and budget guidelines
* Supervise the workload during your shift; complete checklists as required
* Ensure LSI Customer Service and Facility Walkthrough and Core Value Quick Check standards are understood and followed by all staff
* Have a clear understanding of the roles and responsibilities of all other departments in the hotel and club
* Ensure all guest/member issues are handled and resolved efficiently
* Update group information daily, maintain future group file, monitor and prepare group requirements; distribute this information as needed
* Serve as a role model and set an example for service excellence at the Front Desk including DTS-Operator & DTS-Delivery
* Have a thorough understanding of PMS system, and be able to act as a troubleshooter; understand the basics of the MARSHA system; work closely with the DTS and sales departments
* Other responsibilities or projects as assigned by the General Manager


* Initiative and Leadership
* Customer Service skills and the ability to focus staff on customer service
* Communication Skills
* Hiring, Training and Coaching Skills
* Organization Skills; Attention to Detail
* Dynamic and Outgoing Personality


* Guest Retention and Satisfaction; Guest Survey scores
* Customer Service and Facility Walkthrough Scores
* Core Value Quick Check Scores
* Front Office Departmental P&L
* Quarterly Audit scores
* Staff Retention and Satisfaction


* Able to write, speak clearly, read, hear and see
* Standing for prolonged periods
* Walking, bending, kneeling
* Lifting and carrying (up to 30 lbs.)
* Typing and computer operation
* Occasional telephone work/use

Keywords: Renaissance Club Sport, Aliso Viejo , Front Office Manager, Executive , Aliso Viejo, California

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