Front Office Manager, USC Hotel

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USC Auxiliary Services, one of the largest divisions at The University of Southern California, is focused on making a difference for over 65,000 students, athletes, faculty, staff, and guests who visit our campuses each day. Through our innovative services, our six central business units (USC Bookstores, USC Hospitality, USC Housing, USC Transportation, the USC Hotel and the Los Angeles Memorial Coliseum) collectively create the best USC experience for future leaders, scientists, filmmakers, engineers, and doctors alike. Auxiliary Services works tirelessly to welcome all visitors into the Trojan family. We are driven to succeed by our commitment to uphold our six unifying values inIntegrity, Excellence, Well-Being, Open Communication, Accountability, and Diversity, Equity, and Inclusion.

The city of Los Angeles boasts endless attractions and tourist destinations. Amongst all of the sights and sounds, the USC Hotel offers a modern and convenient place to unwind, with 240 spacious, comfortable guest rooms and over 15,000 square feet of flexible event space. Owned and operated by the University of Southern California, and the site of a recent multi-million dollar renovation, the hotel features luxurious fabrics and artwork depicting the storied traditions of USC. Additional renovations, which include the restaurants and kitchens, are in the planning stage.

We are seeking a Front Office Manager to join our rapidly growing team at the USC Hotel.

The Opportunity:

Our Front Office Manager manages front office staff and ensures quality customer service. Oversees the daily service operations for hotel rooms and the execution of contracts, deposits, and billing. Responsible for front desk budgeting and oversees PBX operators, concierge and the bell stand staff. Manages subordinate staff in the day-to-day performance of their jobs. Acts as the hotel safety and security liaison and oversees the hotels security operations and scheduling. Works with outside vendors to schedule and oversee event parking logistics. Ensures that project/department milestones/goals are met and adhering to approved budgets.

The Accountabilities:

• Responsible for the overall front of the house guest experience to include registration, creative guest problem resolution, correct billing and cordial appreciation upon departure. Assigns specific tasks to front desk agents relative to credit, missing addresses/registration information, posting charges, and overall cleanliness and organization of the front desk.

• Supervises the activities and the service levels of the front desk, concierge, telecommunications, security, parking attendants, and bell desk staff.

• Ensures all Front Office quality standards are complied with and that policies and procedures are consistently applied.

• Assists in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations. Assists with revenue management, and the implementation and execution of programs to ensure that the hotel's room occupancy and Average Daily Rate objectives are met.

• Ensures the timely completion of performance appraisals. Responsible for the hiring, training, and direction of new department employees.

• Performs other related duties as assigned or requested. The University reserves the right to add or change duties at any time.

• Helps analyze and generates guest issue, billing, and daily reports, and communicates information to staff and appropriate departments. Assembles, tracks and interprets financial and operational plans for the rooms department to include in the annual hotel budget.

• Provides customer service to students, faculty, staff and external customers.Meets customer needs, offers options, resolves problems and follows up withcustomers. Ensures full customer satisfaction without unnecessarily referringcustomer to other staff members. Maintains* friendly, helpful demeanor.

• Directly or indirectly supervises department employees and/or student workers, usually through one or more supervisors. Performs recruitment, screening, hiring, orientation and training of department staff. Evaluates employee performance and provides guidance and feedback. Counsels, disciplines or terminates employees. Resolves problems referred by subordinate supervisors or staff. Overseesprocessing of time cards and delivery to payroll.

• Participates in planning and administration of department budget. Providesprojections and reports at least monthly for development and administration ofbudget. Monitors expense and labor costs to meet budget guidelines. Administers the maintenance of accurate records.

• Opens and/or closes department. Directs staff in ensuring that department is neat, orderly and sufficiently stocked. Oversees physical inventory and the security of the department. Arranges for repair or maintenance of equipment or facility.

• Ensures that customer needs are being met by staff in a timely, professionalmanner. Coordinates with other departments as needed to provide customers with the highest, most rapid level of service possible. Resolves difficult customer problems. Informs Director of customer issues, suggestions or requests.
  Researches, develops and implements policies and procedures to improve theoperations of the department.

• Participates in strategic planning for department or section. Provides input and assists in developing goals and objectives. Participates in planning and implementing departmental programs, projects and activities. Administers programs and projects as assigned.

• Advises all levels of faculty and staff regarding purchase and supply requirements, specifications, quantity and quality of merchandise and delivery needs. Assists in obtaining proper specifications, quotations, delivery terms and costs. Explorers and recommends alternatives to save money or improve delivery.

• Solicits and analyzes quotations for new or non standard items. Recommends or approves awarding of contracts or purchase orders. Places purchase orders based on the sign authorization or signing limit. Researches and resolves problems with vendors and university departments to facilitate the purchasing process.

• Ensures purchases comply with internal and external requirements and regulations as well as good purchasing practice. Provides information to faculty and staff on government restrictions and regulations and university policy and procedures related to purchasing.

• Develops and implements security related procedures such as office opening and closing routines, recognition of duress signals and key controls. Coordinates security activities with University Public Safety Department. Promotes and maintains standards for security conscious awareness and behavior. Maintains knowledge of University's crime prevention and suppression programs and services. Ensures dissemination of security related information to staff.

• Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.

The Qualifiers:

• Minimum Education: Bachelor's Degree. Combined experience/education as substitute for minimum education

• Minimum Experience: Three years. Combined experience/education as substitute for minimum education

• Field of Expertise: Managerial and purchasing experience in similar type of division. Strong written, verbal, communication, and conflict resolution skills. Excellent interpersonal skills and ability to build rapport with employees of all levels.

• In addition, the successful candidate must also demonstrate, through ideas, words and actions, a strong commitment to USC's Unifying Values of integrity, excellence, diversity, equity and inclusion, well-being, open communication and accountability.

What We Prefer:

• Preferred Education: Related Graduate Study

• Preferred Experience: Five years of previous hotel experience, or relater professional are is preferred.

• Preferred Field of Expertise: USC experience in similar type of division.

The Trojan Family Rewards:

We pride ourselves in creating theBEST USC EXPERIENCE, and that begins with our employees! We offer a wide variety of benefits and programs that support our staff and their families. For more information please visit http://benefits.usc.edu.

This support advocates work-life balance and employee well-being. As members of the Trojan family, employees are connected by the traditions and history that make us proud to be Trojans!

As an equal opportunity employer, USC values and promotes diversity and inclusion in the workplace. The work culture thrives on mutual respect, trust, and synergy amongst all of its members.

USC has great minds that transform the world with their talents and research. Will you be one? Join us!

FIGHT ON!

The annual base salary range for this position is $60,572 - $80,000. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.