Photo of The London West Hollywood at Beverly Hills, West Hollywood, CA

Front Office Manager

The London West Hollywood at Beverly Hills

1020 North San Vicente Blvd.
West Hollywood, CA 90069

226 Room Hotel
Managed By Northwood Hospitality
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Compensation: $80,000 - $83,000, Full-Time

Job Description

The Front Office Manager reports to the Director of Front Office Operations and helps to ensure customer satisfaction, quality service and compliance with company policies and procedures while meeting/ exceeding financial goals. In this role, the Front Office Manager is responsible for genuinely caring about our guests while managing the activities of team members in guest registration, bell services, concierge services and night audit to ensure guest satisfaction and maximizing hotel profitability. When on property any guest or team member issues will involve their direction. After business hours and on weekends this manager is the “Acting General Manager” making all necessary manager decisions.

Duties & Functions

  • Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
  • Respond to all guest reviews and surveys and assist in maintaining the overall service goals.
  • Motivate, coach, counsel and discipline all Front Office team members.
  • Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
  • Responsible for all incentive paid outs for the Front Office department including upsells, concierge commissions, bell attendant porterage.
  • Maintain SOP's for purchase orders, vouchering of invoices and checkbook accounting
  • Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
  • Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis.
  • Ensure staff greet and welcome all guests approaching the Front Desk.
  • Must maintain constant communication with Housekeeping and Reservations.
  • Follow and enforce all hotel credit policies.
  • Ensure team members are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other team members.
  • Monitor all V.I.P.'s, special guests and requests.
  • Review daily Front Office work and activity reports generated by Night Audit.
  • Manage, develop and coach Assistant Front Office Managers.
  • Perform Front Office team member performance reviews.
  • Represent and/or assist The Director of Front Office in all necessary meetings, as required, to ensure effective inter-departmental communication
  • Liaise with Director of Front Office Operations/Assistant Manager on all issues/feedback raised in internal and external reports as it pertains to guest satisfaction.
  • Manage upselling opportunities, email capture and other Front Office initiatives.
  • Handle escalated guest queries and requests as needed.
  • Record all/any incidents that occur in the hotel, log and follow up with the Director of Front Office Operations.
  • Ensure compliance with hotel credit policy and financial SOP’s.
  • Meet and welcome regular and VIP guests.
  • Know the current and future availability situation at any given time.
  • Manage and oversee performance management processes, including training and development.
  • Process time edits for entire department and create department schedule.
  • Achieve budgeted revenues and expenses and maximize profitability related to the rooms department.
  • Lead daily line-up meetings
  • Assist revenue management with the implementation and execution of programs to ensure room occupancy and Average Daily Rate objectives are met.
  • Maintain correct procedures for hotel accounting, credit control and handling of financial transactions.


    Job Requirements

  • At least 4 years of progressive front office operations experience and 2 years in a managerial role
  • A 4-year college degree preferred; or a 2-year college degree and 6 or more years of related experience.
  • Must be proficient with OPERA PMS
    • Posted April 8, 2024

    The London West Hollywood at Beverly Hills

    ICONIC GLAMOUR AND STYLISH ALLURE

    The London West Hollywood at Beverly Hills

    World's Best Award-Winner "The Top 15 Hotels in Los Angeles"
    6 Years Running

    THE EPITOME OF LAID-BACK GLAMOUR IN THE HEART OF LOS ANGELES
    The London West Hollywood is a stylish sanctuary in the most vibrant neighborhood of Los Angeles. Located at the base of the Hollywood Hills and adjacent to Beverly Hills, West Hollywood continues to emerge as a dynamic creative hub that embodies the quintessential L.A. lifestyle. Comprised of three main districts—the iconic Sunset Strip, the eclectic Santa Monica Blvd., and the cutting-edge West Hollywood Design District—“WeHo” packs some of L.A.’s hottest destinations, coolest restaurants, and chicest shops into just under two square miles. And The London is the quintessential urban oasis ideally located in the heart of everything that West Hollywood has to offer.

    From our unbeatable location in one the most walkable areas in greater Los Angeles, guests can easily stroll to some of the city’s most sought-after restaurants, including Craig’s, Cecconi's, and La Boheme. Home to L.A.’s best art galleries, WeHo’s Design District is also where you’ll find world-class boutiques like Amanu, The Great, and Rag & Bone. The Sunset Strip’s storied music venues, including The Roxy Theatre, Whisky a Go-Go, continue to draw crowds night after night, while world-class cultural attractions like the L.A.’s Museum Row are also close by.

    Ideally located at the crossroads of Beverly Hills and central LA, The London West Hollywood is a tranquil urban oasis that epitomizes modern luxury for the most discerning guests. Our spacious, all-suite accommodations combine sophisticated comfort, awe-inspiring views, and a signature sense of California cool. The best in West Hollywood luxury hotels, our impeccable service, exquisite food and drink offerings, and wide array of unparalleled amenities create a truly unforgettable experience.

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