Job Details: Job Location: Lone Star Court - Austin, TX, Position Type: Full Time, Salary Range: Undisclosed, ROLE DESCRIPTION  Position: Front Office Manager   WE NEED BIG STARS LIKE YOU!!!  Our hotels are unique, and we are looking for outstanding talent to provide exceptional customer service to our team.  Lone Star Court, is a collection of hotels are created for today’s passionate traveler, each of our hotels are intentionally built to showcase modern design and classic character. We are looking for team members who are ready to be empowered to go above and beyond...      Status: Exempt  Reports to: General Manager    JOB SUMMARY    This is an exempt position. Employees in this role are expected to perform the duties and responsibilities assigned to them and are not compensated based on hours worked.  Due to the nature of the position, work schedules may vary, and the role may require working more than 40 hours in a workweek and/or more than 8 hours in a day as necessary to meet business needs, including evenings, weekends, or peak operational periods.    Candidates applying for management positions are expected to possess the professional knowledge, leadership capabilities, and functional expertise required to perform the essential duties of the role. While onboarding will be provided to familiarize successful candidates with Company-specific systems, processes, and culture, management hires are expected to bring with them the core competencies necessary to lead, make decisions, and achieve results within their area of responsibility.    Responsible for managing all aspects of the Front Office and Guest Services function of the hotel, personally monitoring service and proactively identifying areas of opportunity, ensuring compliance with service and operational standards. Coordinates with all departments throughout the hotel to ensure guest and internal requests are properly fulfilled. Ensures department expenses are in line, maintaining budgeted productivity levels while maximizing guest satisfaction.    ESSENTIAL DUTIES & FUNCTIONS    Operational Responsibilities  Responsible for planning the day-to-day operations of the Front Office and Guest Service departments and executing goals  Provides a positive work environment through motivation, support, empowerment, and development for associates through teamwork and clear communication  Monitors and responds appropriately to guest service functions, ensuring service standards are maintained  Maintain budgeted expenses for the Front Office and Guest Service departments  Process and submit all invoices to accounting in a timely manner  Assist Front Desk Agents with check-ins and check-outs  Maintain and promote special guest programs and branded initiatives  Complete special projects in a timely manner as required  Monitor department to ensure the highest quality of guest relations  Identify opportunities for process improvements and operational efficiencies    Managerial Responsibilities   Maintain a positive work environment and be a leading positive force in the team  Walk public spaces, including but not limited to Front Drive, Lobby, and public restrooms multiple times per shift to ensure the desired ambiance is up to company standards  Maintain the integrity of cost controls and proper maintenance of assets  Responsible for assisting in the supervision and performance of all Front Office-related operations and personnel  Monitor and maintain Front Office quality and costs  Prepare the reports for and attend monthly AR meetings  Compile information regarding internet bookings and process billing accordingly.  Managing billing for AR accounts as needed  Monitor the time and attendance of employees through Paycom  Schedule front office and guest services staff and ensure labor expenses are maintained according to budget and forecast, and service level is at the expected level.  Investigate and resolve any service issues properly, addressing both internally and recovering the guest as appropriate.  Be on call 24/7 for any emergency situations that may arise  Be available to do Manager on Duty weekends as required  Any other duties assigned by your immediate supervisor  Cover as shift Manager on Duty as needed  Create and communicate weekly schedules and enter them in each system (Hotel Effectiveness and Paycom)  Monitor labor productivity daily and adjust appropriately as needed  Interview and hiring front office and guest service candidates    Guest Services  Daily review guest feedback and immediately develop and execute a plan to improvement  Investigate and resolve any service issues properly, addressing both internally and recovering the guest as appropriate  Make and receive calls regarding guest accounts  Assist with customer service with the patrons at the desk, lobby or any other area of the hotel  Exemplify and reinforce the company’s service culture and positive work environment  Ability to effectively receive and provide feedback    Team Support and Training  Relentlessly train and motivate customer service employees  Relentlessly rehearse the steps of service with the employees in the lobby daily  Spent a significant amount of time in the lobby, engaging with customers, monitoring, and ensuring the highest level of service, and supporting and assisting the team as necessary  Assist in the training and motivation of front-of-house staff  Consistently develop and execute new training topics based on staff and operations needs  Always be available to assist other departments  Attend and complete company-mandated training  Attend and participate in company-organized training    Communication and Reporting  Effectively manage all hotel communication, both internal and with guests, using communication platforms  Effectively communicates and manages guest issues and follows up to ensure timely resolution  Ensure timely and accurate reporting of daily operating results and statistical information as related to revenue and expenses  Report any incidents and create an incident report on the same day  Review daily MOD pass on and communicate as needed  Attend the Daily Stand up and Recovery meeting and communicate answers to any questions timely manner  Review and respond to emails effectively without delay  Effectively cooperate with and assist the Sales team on group billing  Assist with accounting items such as monthly tax exemption/ guests billing inquiries    Safety & Compliance  Maintain a safe, clean operating environment, ensuring compliance to all local health codes and regulations  Ensure to complete all required certifications, harassment, and safety and security training  Has a up to date TABC and Food Handlers Certification  Ensure that all Front Office and Guest Services staff complete all required certification, harassment, safety and security training  Ensure to monitor and promote a safe environment in the areas of responsibility, free of any safety and security hazards  Ensure to provide a healthy and harassment-free environment for all employees  Qualifications: ESSENTIAL SKILLS AND QUALIFICATIONS  Strong verbal and written communication skills  Effective time management and problem-solving skills  Proficiency in Microsoft Office Suite, Windows, and cloud-based applications, familiarity with Property Management Systems, handling online bookings and guest feedback  Ability to work well with a team and demonstrate attention to detail  Excellent organizational skills and interpersonal abilities  Demonstrates commitment to Valencia Group Hospitality operating principles and philosophies  Holds self and others accountable for achieving results  Addresses conflict in a timely manner  Contributes to team results  Deals with change effectively  Makes decisions, including employees/team, and commits to a course of action with available information  Develop an understanding of all VGSOPs and LSOPs pertaining to Front Office and Guest Services, those impacted by Front Office and Guest Services, and VGSOPs and LSOPs pertaining to the hotel, effectively adhering to and/or putting those policies into practice  Establishes effective, two-way communication with all subordinates  Effectively coaches and develops all members of the Front Office and Guest Services team  Finds opportunities to develop all members of the Front Office and Guest Services team  Effectively conveys operating standards to all members of the Front Office and Guest Services team  Holds all members of the Front Office and Guest Service team accountable for performing to standards  Communicates effectively with others  Works productively with a team  Contributes to team results  Ability to follow safety guidelines  Professional behavior, able to work for long periods of time  Ability to work under pressure in a fast-paced environment          Physical Requirements  Sitting: Allowed during breaks  Standing/Walking: Up to 8 hours   Lifting/Carrying: Frequently lifting/carrying up to 10lbs; occasionally lifting/carrying up to 30lbs  Other Physical Requirements: Frequently handling guest key cards and keys related to the hotel’s facilities, occasionally crouching, grasping and lifting boxes of water and beer to stock Smeg Fridge located behind the front desk     Working Environment  Interior: Must be comfortable in a hotel lobby setting  Exterior: Must be willing to navigate outdoors and be exposed to all weather conditions      BASICS  Maintain cleanliness and organization in all work areas  Display courteous behavior with guests and team members  Report any unsafe conditions immediately  Ensure hotel equipment is in proper working condition  Perform any additional duties as assigned by the supervisor  Always applies the principles of trust, honesty, respect, integrity, and commitment.  Develops working relationships with vendors, contractors, city officials, and others to ensure the best interests of the hotel are a primary focus.  Establishes confidence in the customer service throughout the hotel and throughout the Valencia Group.      CANDIDATE PROFILE  Education and Experience  Minimum of 2 years in a hotel leadership position  Minimum of 3 years in the hospitality industry  High School diploma or equivalent  Minimum one year of experience preferred in either Front Office or Housekeeping  Valid Driver’s license preferred        Acknowledgment  I have read and understand the job description as stated above and accept that tasks may be modified as needed. I can perform the essential functions of this job with or without reasonable accommodation.        Employee Signature: ___________________________ Date: ___________  Supervisor Signature: __________________________ Date: ___________