JOB SUMMARY
The overall objective and purpose of the Assistant Front Office Manager are to support the Front Office Manager by leading the team in executing guest service-related responsibilities in order to create an exceptional experience for our guests. The incumbent is responsible for providing hospitable service involving all guest interactions, anticipating their needs, solving problems, and coaching and training staff to exceed our guests’ expectations. They are to provide inspiring and strategic leadership while directing the activities of the Front Office in support of the mission, core values, standards, and goals established by the company.
CORE RESPONSIBILITIES
- Oversee the operations of the Front Office department, ensuring the implementation and execution of KQA and BSA standards.
- Provide hands-on training and continuous coaching to subordinates, supervising and directing the execution of service-related tasks to ensure the efficient and professional operation of the Front Office.
- Foster Grand Performer commitment to providing intuitive service and model desired service behaviors in all interactions with Guests and Grand Performers.
- Maintain the integrity of Company proprietary information and protect Company assets
- Maintain the integrity of our guests’ privacy, including confidentiality of personal information, as well as key control
- Understand and follow laws and regulations
- Maintain complete knowledge and ensure compliance with company policies and standard operating procedures.
- Plan and organize daily shifts. Effectively delegate tasks and responsibilities to subordinates, audit work for accuracy, and monitor outcomes
- Take ownership and solve problems. Provide guidance and support, empowering subordinates to solve problems and resolve guest issues
- Perform all Front Office related tasks to Company standards
- Have a thorough knowledge of the product, including room types, amenities, services, and brand standards
- Conduct effective daily stand- up meetings
- Provide ongoing recognition per the Company recognition program
- Maintain a safe work environment. Report accidents, injuries, and unsafe conditions
- Work closely with Front Office Manager, direct reports, and other departmental managers to identify and resolve operational issues
- Have a valid driver’s license and good driving record (for properties that provide valet service)
- Attend required training and meetings.
- Review GSS scores, comment cards, guest satisfaction results, and other data
- All other duties as assigned, planned or un-planned
KNOWLEDGE, SKILLS, AND ABILITIES
To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent.
- Strategic business leader - Works strategically to devise plans in alignment with organizational goals.
- Cultivates engagement - Builds loyalty to the company and not to themselves. Proven ability to host/facilitate effective meetings, motivate teams to produce results with tight timeframes while simultaneously managing several projects.
- Generates alignment - Ensures proper time and effort is spent to build high-level performance and consistency throughout collection.
- Leads with courage - Provides a culture of accountability.
- Execution of plans - Utilizes our systems, tools, and resources to accomplish results and achieve goals
- Advanced level of written, verbal, and interpersonal communication skills.
- Ability to implement and uphold service standards
- Ability to prioritize and organize work assignments
- Ability to work well in stressful, high-pressure situations
- Comprehensive knowledge of a safe work environment
MINIMUM QUALIFICATIONS
- High school diploma or General Education Degree – required
- 2+ years of relevant work experience in similar scope and title – required
- Experience within luxury brand/markets – required
- Experience with Opera – preferred
