Assistant Front Office Manager
Monterey Plaza Hotel & Spa, California, MO, United States
The Monterey Plaza Hotel & Spa is a luxury property within the Woodside Hotel Group collection. This 284 room property has four penthouse suites, over 22,000 square feet of meeting space, expansive exterior space known as the Plaza, the Promenade and the Terrace, and an award-winning food and beverage program. Banquets, Coastal Kitchen, Schooners, Lobby Lounge, Tidal Coffee, and Room Service provide guests, groups, and local visitors numerous dining options. Vista Blue Spa offers a wide array of services in an outstanding location on the penthouse suite level and hosts the Fitness Center in addition to retail and sundries. The Monterey Plaza is the only property in Monterey ranked No. 1 for both business and leisure by Trip Advisor. The Monterey Plaza’s mission is to consistently operate as one team, to produce raving fans, loyal guests and associates while achieving annual financial expectations. Enthusiastically taking care of our guests defines hospitality at our property.
We are seeking an Assistant Front Office Manager to join our award winning team.
The Assistant Front Office Manager position is responsible for the supervision of the Front Office function of the Rooms Division. Their primary role will be to direct staff to uphold all established protocols in order for the hotel to consistently maintain a four-star level of guest service working closely with the Front Office team. The Front Office Manager is responsible to supervise and direct their daily efforts through adherence to all hotel protocols, procedures and standards. Their areas of supervision include the Bell Valet and the Front Desk. The Assistant Front Office Manager also works closely with the Director of Front Office Operations to initiate, evaluate, coordinate, and implement initiatives that meet or exceed business objectives and goals per the annual budget and business plan. In the absence of the Guest Services Manager, provides supervision of the Concierge function.
ESSENTIAL FUNCTIONS
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Hire, train, develop, schedule, and manage Front Office staff; provide ongoing feedback and conduct performance evaluations.
Ensure exceptional 4-Star guest service standards are met or exceeded; resolve guest and employee concerns promptly and professionally.
Manage labor, payroll, and departmental expenses to align with budget and revenue forecasts.
Oversee daily Front Office operations, including staffing levels, schedules, cleanliness, safety, and facility readiness.
Maintain compliance with hotel policies, SOPs, accounting, payroll, safety, and labor regulations.
Monitor service quality, guest feedback, and operational reports; take corrective action as needed.
Collaborate with Rooms, Revenue Management, Reservations, and other departments to maximize revenue and operational efficiency.
Ensure accurate guest profiles, loyalty follow-up, Kindness Alerts, VIP communication, and daily reporting.
Lead daily lineups, participate in MOD program, attend required meetings, and communicate departmental priorities.
Maintain Front Office systems, equipment, and software (Key Operator for Opera PMS).
Operate within budgeted expense guidelines and complete additional duties or special projects as assigned.
SUPERVISORY RESPONSIBILITY
The Assistant Front Office Manager is responsible to direct support staff and has the authority to enforce adherence to all hotel protocols, procedures and standards, and make decisions independent of established protocol in service of the business interests of the Monterey Plaza Hotel & Spa.
QUALIFICATIONS
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 accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to drive a standard and automatic cars, both domestic and foreign made.
Ability to use a moderately complex computer system.
Ability to provide accurate information and respond to questions from managers, clients, customers, and the general public.
The ability to effectively deal with employees and customers some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.
Able to create reports, business correspondences, emails and memos.
Basic math skills.
Excellent organizational skills.
Ability to read, listen and communicate effectively in English.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Meets legal age requirements for the position.
Working knowledge of MS Office programs, such as Excel, Word, and Outlook is also necessary,
EDUCATION and/or EXPERIENCE
Two to five years or more experience is necessary. Working knowledge of MS Office programs, such as Excel, Word, and Outlook is necessary. Previous experience with a property management system, such as Opera is required. Excellent communication, effective conflict management, and relationship acumen with internal and external clients are crucial for this role. Working knowledge of OPERA (PMS) program and a complete understanding of the service standards needed for a Forbes 4 or 5 star rated property is also preferred.
CERTIFICATES, LICENSES, REGISTRATIONS
Valid California Driver's License.
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 accommodations 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 sit; stand, walk, use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds and lift and/or move up to 50 pounds.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position operates in varied environments, which may include an office, client facilities, and various modes of transportation, hotel and conference trade shows, and site visits. The will routinely use standard office equipment such as computers, phones, photocopiers and filing cabinets. They may be exposed to outside conditions including wind, sun, rain and all other elements.
The noise level in the work environment is usually quiet to moderate.
GROOMING
All employees must maintain a neat, clean and well-groomed appearance (specific standards available.)
PAY SCALE
The salary range for this position is $70,000 to $85,000. This is the pay range for this position that the Hotel reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience, type of hotel experience, and education.
The Monterey Plaza Hotel & Spa is an equal employment opportunity employer. Company policy prohibits unlawful discrimination based on race, color, national origin, ancestry, ethnicity, religion (including religious dress and grooming), sex, gender, sexual orientation, gender identity (including gender-related appearance and behavior), partnership status, pregnancy (childbirth, breastfeeding, or related medical condition), age, physical or mental disability, medical condition, military or veteran status, status as a victim of domestic violence, sexual assault, or stalking, genetic information, marital status, ethnicity, alienage, citizenship status or any other protected classification, in accordance with applicable federal, state, and local laws. Consistent with the American’s With Disabilities Act, applicants may request accommodation needed to complete the application process. Please contact the People and Culture Department if you have any questions regarding this policy.
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We are seeking an Assistant Front Office Manager to join our award winning team.
The Assistant Front Office Manager position is responsible for the supervision of the Front Office function of the Rooms Division. Their primary role will be to direct staff to uphold all established protocols in order for the hotel to consistently maintain a four-star level of guest service working closely with the Front Office team. The Front Office Manager is responsible to supervise and direct their daily efforts through adherence to all hotel protocols, procedures and standards. Their areas of supervision include the Bell Valet and the Front Desk. The Assistant Front Office Manager also works closely with the Director of Front Office Operations to initiate, evaluate, coordinate, and implement initiatives that meet or exceed business objectives and goals per the annual budget and business plan. In the absence of the Guest Services Manager, provides supervision of the Concierge function.
ESSENTIAL FUNCTIONS
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Hire, train, develop, schedule, and manage Front Office staff; provide ongoing feedback and conduct performance evaluations.
Ensure exceptional 4-Star guest service standards are met or exceeded; resolve guest and employee concerns promptly and professionally.
Manage labor, payroll, and departmental expenses to align with budget and revenue forecasts.
Oversee daily Front Office operations, including staffing levels, schedules, cleanliness, safety, and facility readiness.
Maintain compliance with hotel policies, SOPs, accounting, payroll, safety, and labor regulations.
Monitor service quality, guest feedback, and operational reports; take corrective action as needed.
Collaborate with Rooms, Revenue Management, Reservations, and other departments to maximize revenue and operational efficiency.
Ensure accurate guest profiles, loyalty follow-up, Kindness Alerts, VIP communication, and daily reporting.
Lead daily lineups, participate in MOD program, attend required meetings, and communicate departmental priorities.
Maintain Front Office systems, equipment, and software (Key Operator for Opera PMS).
Operate within budgeted expense guidelines and complete additional duties or special projects as assigned.
SUPERVISORY RESPONSIBILITY
The Assistant Front Office Manager is responsible to direct support staff and has the authority to enforce adherence to all hotel protocols, procedures and standards, and make decisions independent of established protocol in service of the business interests of the Monterey Plaza Hotel & Spa.
QUALIFICATIONS
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 accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to drive a standard and automatic cars, both domestic and foreign made.
Ability to use a moderately complex computer system.
Ability to provide accurate information and respond to questions from managers, clients, customers, and the general public.
The ability to effectively deal with employees and customers some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.
Able to create reports, business correspondences, emails and memos.
Basic math skills.
Excellent organizational skills.
Ability to read, listen and communicate effectively in English.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Meets legal age requirements for the position.
Working knowledge of MS Office programs, such as Excel, Word, and Outlook is also necessary,
EDUCATION and/or EXPERIENCE
Two to five years or more experience is necessary. Working knowledge of MS Office programs, such as Excel, Word, and Outlook is necessary. Previous experience with a property management system, such as Opera is required. Excellent communication, effective conflict management, and relationship acumen with internal and external clients are crucial for this role. Working knowledge of OPERA (PMS) program and a complete understanding of the service standards needed for a Forbes 4 or 5 star rated property is also preferred.
CERTIFICATES, LICENSES, REGISTRATIONS
Valid California Driver's License.
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 accommodations 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 sit; stand, walk, use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds and lift and/or move up to 50 pounds.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position operates in varied environments, which may include an office, client facilities, and various modes of transportation, hotel and conference trade shows, and site visits. The will routinely use standard office equipment such as computers, phones, photocopiers and filing cabinets. They may be exposed to outside conditions including wind, sun, rain and all other elements.
The noise level in the work environment is usually quiet to moderate.
GROOMING
All employees must maintain a neat, clean and well-groomed appearance (specific standards available.)
PAY SCALE
The salary range for this position is $70,000 to $85,000. This is the pay range for this position that the Hotel reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience, type of hotel experience, and education.
The Monterey Plaza Hotel & Spa is an equal employment opportunity employer. Company policy prohibits unlawful discrimination based on race, color, national origin, ancestry, ethnicity, religion (including religious dress and grooming), sex, gender, sexual orientation, gender identity (including gender-related appearance and behavior), partnership status, pregnancy (childbirth, breastfeeding, or related medical condition), age, physical or mental disability, medical condition, military or veteran status, status as a victim of domestic violence, sexual assault, or stalking, genetic information, marital status, ethnicity, alienage, citizenship status or any other protected classification, in accordance with applicable federal, state, and local laws. Consistent with the American’s With Disabilities Act, applicants may request accommodation needed to complete the application process. Please contact the People and Culture Department if you have any questions regarding this policy.
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