Assistant Front Office Manager

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The Assistant Front Office Manager is responsible for the operation of the front desk, associates and bell staff. Ensure all staff responds to guest requests in an attentive, friendly, efficient and courteous manner, providing all guests with luxury service prior to and throughout their stay, while maximizing room revenue and occupancy. Respond to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Serve as manager on duty during most nights and weekends. The Assistant Front Office Manager will promote an atmosphere that ensures customer and associate satisfaction. This position reports directly to the Assistant GM and requires a strong attention to detail and the ability to effectively deal with guests, other departments and team members. As a Front Office Manager you will be responsible for driving company success through performing the following tasks to the highest standards:

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• Keeps the Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Ensures compliance with all Front Office policies, standards, and procedures.
• Assists in conducting department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
• Solicits associate feedback, utilizes an “open door” policy, and reviews associate satisfaction results to identify and address associate problems or concerns.
• Ensures associates are treated fairly and equitably.
• Strives to improve service performance.
• Reviews staffing levels to ensure that guest service, operational needs, and financial objectives are met.
• Empowers associates to provide excellent customer service.
• Understands the impact of Front Office operations on the Rooms area and overall hotel financial goals.
• Assist to identify and analyze Front Office operational challenges and assists in facilitating the development of solutions to prevent re-occurrence.
• Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
• Ensures recognition of associates is taking place across areas of responsibility.
• Communicates performance expectations in accordance with s for each position and monitors progress.
• Manages associate progressive discipline procedures for Front Office Staff.
• Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
• Identify areas of improvement.
• Listen and understands guest feedback and/or concerns and responds in a timely manner.
• Celebrates successes and publicly recognizes the contributions of team members.
• Responds to and handle guest problems and complaints.
• Observes service behaviors of associates and provides feedback to individuals and/or managers.
• Manages department controllable expenses to achieve or exceed budgeted goals.
• Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs)

Job requirements:

• High school diploma or equivalent
• Highly motivated individual who is self-driven, energetic and eager to take initiative
• At least 2 years of full service, luxury resort Front Office Management experience required
• Opera experience preferred
• Flexible schedule to include evenings, weekends and holidays
• The position requires effective time management and strong leadership communication skills. Must have the ability to communicate in English, both written and spoken
• Will work efficiently in a multi-task environment with numerous departments throughout the hotel. Excellent guest service is a must!

Benefits:

• Health Insurance
• Dental Insurance
• Life Insurance
• Vision Insurance
• 401(k)
• Complimentary Associate Parking
• Complimentary Meals for every shift worked
• Hotel Discounts with OPL
• Friends and Family Discount at Opal Grand
• Short Term Disability
• Discounts available for food + beverage and retail outlets

Compensation

• Negotiable based upon candidate experience

The company also conducts post-offer employment verifications, motor vehicle, and criminal background checks.

We are an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law.