Front Office Manager

GENERAL SVC OTHER SUPV 1 (005191)

UCPath Position ID: 40101160

Position Description History/Status

Approved Date:

7/2/2024 9:31:12 PM

Date Last Edited:

7/2/2024 9:31:08 PM

Last Action Effective Date:

Organization Details

Business Unit (Location):

LACMP

Organization Code:

5000O

Organization:

ADMINISTRATIVE VICE CHANCELLOR         

Division Code:

5901D

Division:

ADMINISTRATION                         

Department:

318700 - LAKE ARROWHEAD CONFERENCE CENTER

Position Details

UCPath Position Number:

40101160

Position Description ID

189103

UC Payroll Title:

GENERAL SVC OTHER SUPV 1 (005191)

Personnel Program

Professional and Support Staff (PSS)

Salary Grade:

Grade 17

Job Code FLSA:

Exempt

Union Code (Collective Bargaining Unit):

99: Non-Represented (PPSM)

Employee Relations Code:

C: Supervisor - Not Confidential

Employee Class (Appt Type):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

40046856

Reports to Payroll Title:

ADMIN MGR 2

UCPath Department Head Position Number:

40060044

Department Head Payroll Title:

ADMIN MGR 4

DIRECTION - Indicates that the incumbent establishes procedures for attaining specific goals and objectives in a broad area of work. Only the final results of work done are typically reviewed. Incumbent typically develops procedures within the limits of established policy guidelines.

4723

BLANK AST 2

7

4726

BLANK AST 3 SUPV

1

POSITION SUMMARY

The Front Office Manager (FOM) position will form part of the Lake Arrowhead Lodge (LAL) Leadership team, tasked with overseeing and directing Front Office operations. The FOM will enhance room revenue and customer satisfaction by ensuring that the Front Desk department operates professionally and efficiently, consistent with LAL's standards. The FOM will supervise guest service delivery within the Front Desk for quality assurance in accordance with established guidelines and standards. Furthermore, the FOM will cultivate a work environment that fosters teamwork, recognition, mutual respect, and employee satisfaction. The FOM will develop training tools and ensure that all team members thoroughly understand the highest level of service delivery.

UCLA Lake Arrowhead Lodge is a unique Southern California meeting and retreat venue. Located high in the pine-studded San Bernardino Mountains on the tranquil shores of Lake Arrowhead, our 50-acre lodge provides meeting space and accommodations for groups from September through mid-June. During the summer, Bruins Woods Family Camp program runs for ten consecutive weeks, with up to 80 families attending each week. 

Administrative, Operational, and Personnel Management Functions 

 • Assumes managerial and operational responsibility for the lobby and front desk area. Ensures a high-quality product, maintaining the front public areas in good physical condition, and provide guests with high quality customer service functions.

 • Performs all front desk functions when needed.

 • Efficiently manage guest registration, check-in/out, and phone service. Prioritize efficiency, streamline procedures, and provide prompt service for a positive guest experience.

 • Coordinate group arrivals and departures, transportation, and provide top-quality customer service to maximize the guest experience.

 • Maintains complete knowledge of, and complies with, all departmental policies, service, procedures, and standards. Ensure all University policies and procedures are followed and assist in creating and modifying front desk policies.

 • Supervises assigned operational functions within the department consistent with the strategic plan, fiscal budget, and the LAL's short-term and long-term profitability objectives.

 • Interview, hire, train, develop, conduct performance evaluations, resolve problems, and recommend discipline and/or termination for team members.

 • Monitors team members work schedules, enforces break/lunch schedules, provides early-outs and overtime based on budgetary guidelines, volume, forecasts, and departmental needs.

 • Advises management of any discrepancy, potential security issue, and/or area of concern which may have a negative impact on the department/property.

 • Verify that the Main Lodge is open upon arrival, including unlocking doors if necessary and assuring that Lodge facilities are ready and scheduled staff members are present. Verify that team members made all necessary wake-up calls and prepared the lodge for the day's activities.

 • As a first responder, take appropriate action based on the severity of the emergency and promptly alert the relevant managers, departments, and entities. Assist guests with minor emergencies, provide first aid supplies, and coordinate the completion of all incident reports.

 • Perform duties as Manager on Duty as assigned. 

40%

Reservations

 • Oversee the successful response and processing for all reservations for Bruin Woods, Family Holidays, individual travelers, and OTAs (Expedia, Booking.com) made via website, telephone, email, or walk-ins.  

 • Maintain the department's thorough understanding of the type of rooms available, their location and layout, the selling status, rates, and benefits of all packages and plans, the hotel's credit policy, and how to code each reservation.

 • Manage incoming phone and email traffic and assist with reservations, confirmations, room need requests, and questions.

 • Prepare reservation confirmation letters with all necessary information. Process all cancellations and modifications and communicate them accordingly.

 • Maintain high quality of correspondence and accuracy of information input into reservations while ensuring timeliness of correspondence.

Manage department techniques and strategies for selling, processing, entering, and confirming room reservations and converting inquiries into confirmed room reservations.

 • Manage the hotel guest room inventory, including individual reservations and group blocks, to maximize revenues and achieve budget goals.

 • Coordinate and note all special requests and needs for future arrivals in the reservations management system.

 • Run arrival, cancellation, rate discrepancy, and tax type reports and make necessary corrections.

 • Track upcoming room availability based on reservations and assist in forecasting occupancy and revenue.

30%

Public and Interdepartmental Contact

 • Establishes and maintains effective working relationship with all departments within the property.

 • Coordinate with all LAL departments to fulfill group needs and ensure a comfortable stay for guests. Attend daily meetings to evaluate and communicate changes.

 • Develops/maintains current knowledge/familiarity with all hotel services/features and local attractions to respond to guest inquiries.

 • Provides guest resolution for all issues/concerns beyond the scope of authority designated to Front Desk Agents, in an expedient and professional manner, exceeding expectations, and ensuring guest satisfaction.

15%

Cash Handling and Financial Functions

 • Oversee the collection of miscellaneous fees for extracurricular activities, additional guests, extra meals, newspapers, etc. 

 • Operate the point of sale and property management system, including controlling change funds, counting and balancing such funds, and ensuring their security when not in use.

 • Prepare the report for the night audit by printing the charge posting report from the property management system, verifying and reviewing the date, and checking and updating as necessary to ensure that all occupancy and rate information is reflected accurately. Close the point of sale and property management system and prepare necessary cash reports.

 • Reconcile guest billing and invoices and conclusion of stay.

 • At the conclusion of conferences, assist as necessary with accurately calculating group bills, paying special attention to billing deadlines. This includes balancing registration cards to the final guest roster, occupancies to the property management system, verifying all charges are correct, verifying payments received, calculating "no shows" and attrition, and preparing and printing statements to submit to the conference office for final review.

 • Responsible for creating variance to budget reports for the Front Desk department.

10%

Building and Inventory Maintenance 

 • Enforce the standards of cleanliness, sanitation and safety in an ongoing consistent manner for lobby and front desk area.

 • Ensure budgeting of major maintenance for the front desk/lobby area; perform as a project manager to complete projects by soliciting information and collaborating with others.

 • Supervise staff in utilizing the maintenance tracking system for work orders, facilitate completion of work orders through coordination with maintenance staff and front desk, and follow-up to ensure completion.

 • Report damage and missing furniture to appropriate department to assist in assessing equipment.

 • Responsible for maintaining first aid supplies for the lobby and front desk area, including taking inventory, ordering, and stocking while adhering to budget controls.

 • Ensure the security of equipment and supplies by locking all storage areas and ensuring staff practice proper key control.

 • Responsible for maintaining supplies of Onity key cards for guest rooms and key cardholders.

5%

•

Performs other duties as assigned.

•

Complies with all policies and standards.

•

Complies with the University of California, Los Angeles (UCLA) Principles of Community.

•

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

QUALIFICATIONS

2+ years

Hotel or hospitality industry experience.

Required

Or

Equivalent combination of education and experience

Required

Demonstrate exemplary customer relations and leadership skills.

Required

Experience maintaining a high standard of productivity despite frequent interruptions. Ability to complete a large volume of diverse tasks efficiently, with competing priorities, and meeting established deadlines.

Required

Exceptional interpersonal and diplomatic skills to handle a high-volume public setting with ease. Possesses political acumen and social perceptiveness and can maintain composure in challenging situations.

Required

Ability to use independent, rational judgment, take initiative, and follow through on assignments with minimal direction.

Required

Proficient skill using standard business software (e.g. Microsoft Office Suite) and property management system (e.g. Opera).

Required

Excellent verbal and written communication skills to effectively communicate with diverse populations with competing priorities.

Required

Skill in writing grammatically correct business English, such as routine business correspondence, memos, and office procedures.

Required

Accounting and math skills sufficient to prepare cost estimates, proposals, and billing explanations.

Required

Ability to establish and maintain a cooperative working relationship with employees at various levels.

Required

Possess a strong attention to detail coupled with exceptional organizational and communication skills.

Required

Proficient in overseeing personnel, encompassing the assignment of tasks to achieve departmental objectives while inspiring individuals to collaborate and function as a cohesive unit.

Required

Knowledge of cash handling procedures.

Required

SPECIAL REQUIREMENTS AND/OR CONDITIONS OF EMPLOYMENT

Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.

Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.

Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.

Driving Record: The position is subject to the California DMV "Pull Notice System" and continued employment is contingent upon proof of a satisfactory driving record.

Evening, weekend, and holiday work as business dictates

Required

Drive University vehicles

Required

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Non-Clinical Setting

Location Setting:

Other University Setting(s)

Location:

Lake Arrowhead Lodge

•

General office equipment

•

University vehicle

•

Two-way radios

Standing/Walking

X

X

Sitting

X

Bending/Stooping

X

X

Squatting/Kneeling

X

X

Climbing

X

Lifting/Carrying/Push/Pull 0-25 lbs

X

X

Lifting/Carrying/Push/Pull 26-50 lbs

X

Lifting/Carrying/Push/Pull over 50 lbs

X

Physical requirements other

X

Chemicals, dust, gases, or fumes

X

X

Loud noise levels

X

X

Marked changes in humidity or temperature

X

X

Microwave/Radiation

X

Operating motor vehicles and/or equipment

X

X

Exposures other

X

Sustained attention and concentration

X

X

Complex problem solving/reasoning

X

X

Ability to organize & prioritize

X

X

Communication skills

X

X

Numerical skills

X

X

Mental demands other

X

X

Classification 3:  Position in which exposure to blood, body fluids or tissues is not part of the position description. The normal routine task involves no exposure to blood, body fluids or tissues and the employee can decline to perform tasks which involve a perceived risk without retribution.