Front Desk Manager | Palihotel San Francisco

Front Desk Manager

The Front Desk Manager will have oversight of the Front Desk Agents and Overnight Agents. This role is responsible for operating the hotel at a level that meets and exceeds the standards of our guests. This role will also develop, engage, encourage, and always motivate team members as well as maintain the brand standards of presentation and cleanliness for the property. The Front Desk Manager will act as Manager on Duty in the absence of the General Manager and assist with special projects as needed. This position reports directly to the General Manager.

Located in the vibrant heart of Union Square, Palihotel San Francisco features 82 fully renovated guest rooms, a welcoming reception and communal lobby, an inviting bar, and inclusive dining space, emanating an authentic neighborhood ambiance. If you're passionate about creating genuine connections, thrive in a dynamic hospitality environment, and find joy in elevating guest experiences, we invite you to join our team at Palihotel San Francisco!

Tasks at hand:

• Assist with managing all operational functions of the hotel.
• Hold regularly scheduled meetings with all team members.
• Responsible for the recruiting, training and managing of the front desk team.
• Ensure full compliance of hotel operating controls, SOP's, policies, procedures, and service standards.
• Assist with all key property issues including customer service
• Handle complaints and oversee service recovery procedures.
• Ensure all decisions are made in the best interest of the hotels and management.
• Liaise with GM in developing and implementing improvement actions and carry out cost savings.
• Assist in the procurement of operating supplies and equipment.
• Assist with managing third-party vendor relationships for essential equipment and services.
• Assist with training key team members.
• Coordinating with team members for all activities and functions.
• Arranging the weekly team member schedule in line with all labor budgets.
• Assist with supervising team members.
• Cover Front Desk shifts as needed.
• Be accountable for responsibilities of team members and take ownership of guest complaints.
• Provide effect leadership for team members.
• Respond to audits to ensure continual improvement is achieved.
• Must be completely flexible with scheduling and be open to varied schedules every week based on hotel occupancies. This role will work evenings and weekends.
• Follow uniform guidelines.
• Perform any other reasonable duties as required by management.
• Lead by example always and stay visible to staff.
• Foster an environment where team members know they are valued, ensuring they are treated fairly and with respect.
• Assist in building a culture of open communication, spend time with team members and be available for them (open door policy)
• Continuously strive to improve and maintain client and guest experiences.
• Be a leader in managing the overall reputation management of the hotel, this includes responding to guest online reviews following all branded guidelines.
• Continue to give the brand a voice naturally showcasing what the brand has to offer and its virtues to others (employees, leaders, owners). Easily translate a passion for the brand into a unique experience for both guest and employees
• Personify the best values of the brand, demonstrating exceptional work ethic and service delivery for all employees on property.
• Effectively manage wages and controllable expenses to all budgets.
• Ensures service standards and all brand standards are followed while actively supporting the entire housekeeping team.
• Handles guest concerns and reacts quickly and professionally.
• Assists with interviewing, selecting, training, counseling, disciplining and scheduling of all team members.
• Participate as an active member of the hotel Safety Committee and be knowledgeable of all safety and security protocols and processes.
• Actively participate in weekly hotel walkthroughs and inspections with the General Manager.
• Ensuring all areas of the property are styled properly to guidelines and SOPs at all times.
• Maintain inventory and its protocols and systems and conduct monthly inventories as assigned.
• Other duties as assigned.

What we are looking for:

• Must be able to work a flexible schedule and shifts, including evenings, weekends and holidays.
• Minimum one-year supervisory experience in a luxury, lifestyle, or boutique hotel setting.
• Previous experience with Opera, Stay N Touch, Mews, or similar property management system.
• Must have good verbal and written communication skills.
• Must be able to speak and communicate clearly and concisely in English.
• Must use good judgement.
• Must work as a team and drive results.
• Must be an organized individual with excellent prioritization skills.
• Must be able to work well in a fast-paced environment.
• Must have good work ethic.
• Must display a positive attitude.
• Standing and walking throughout shift
• Lifting and carrying up to 40 lbs.
• Requires occasional kneeling, pushing, pulling, lifting, grasping, writing, sitting, walking, repetitive motions, and bending.
• Must be able to stand for extended periods of time up to four (4) hours.

What's in it for you:

• 401(k) retirement plan (future you will love this one!)
• Paid time off, holiday pay, and sick pay when you're under the weather.
• Career advancement in an organization committed to helping star employees thrive.
• There's also an opportunity to expand your career trajectory as we are a fast-growing company with hotels and restaurants in multiple cities.
• Professional development that sets you up for success across multiple hospitality career paths.
• A collaborative work environment where your creative ideas can come to fruition.
• Amazing employee discounts on hotels and dining across our entire portfolio (18 hotels and more to come!)
• Hands-on training with a nimble team.

Palisociety is an Equal Opportunity Employer committed to hiring a diverse workforce and sustaining an inclusive culture. Palisociety does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state, or local laws.

We are an E-Verify Employer/Somos un empleador de E-Verify.

More about us:

Palisociety is a fully integrated hospitality company that develops and operates unique hotels and residences across the country. In addition to our independent collection of hotels, we also operate Palihouses, Palihotels, and ARRIVE by Palisociety. We strive to delight and inspire our guests and local community by creating one-of-a-kind neighborhood-centric places filled with interesting people, friendly staff, and trusty service.

We're a family business founded in Los Angeles by CEO Avi Brosh in 1998. As we continue to grow and develop new hotels and restaurants, we're always looking for spirited, hardworking, passionate people that can join our team and grow with us!