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Assistant Director of Front Office
3 months ago
**Job Description Summary**
Assists the Hotel Manager in administering front office functions and supervising staff daily. Front office areas include Front Desk and Guest Services. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.
**Key Job Functions**
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
- Ensures employee recognition is taking place on all shifts.
- Establishes and maintains open, collaborative relationships with employees.
- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
- Collaborates with the Managers on ways to continually improve departmental service.
- Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
- Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Serves as a role model to demonstrate appropriate behaviors.
- Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
- Provides feedback to employees based on observation of service behaviors.
- Handles guest problems and complaints effectively.
- Interacts with guests to obtain feedback on product quality and service levels.
- Managing Projects and Policies
- Ensures compliance with all Front Office policies, standards and procedures.
- Deliver Passionate & Engaging Service to our Guests
- You will be passionate and truly engaged in taking care of our guests, recognizing individual guests and anticipating their unique needs in order to exceed their expectations
- Build solid relationship with your Colleagues
- Treat colleagues with respect and dignity
- Other duties and responsibilities may be assigned. The employee is expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.
- You will consistently deliver our GUEST model:
- ** G**reet or welcome everyone, warmly with a smile
- ** U**se eye and ear contact and guest’s name
- ** E**stablish/anticipate needs
- ** S**olve and own all requests/complaints
- ** T**hank everyone
**Qualifications and Skills**
- Associate's degree (A. A.) or equivalent from two-year College or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
- Track record of delivering exceptional guest or client experience.
- Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.
- Appropriate professional appearance and demeanor.
- Knowledge of Opera and internet software preferred.
- Ability to read and comprehend simple instructions, short correspondence and memos.
- Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
- Track record of delivering exceptional guest or client experience.
- Communication skills are utilized a significant amount of time for training and safety purposes, and when interacting with guests and associates.
- Bi-Lingual communications skills a plus.
- Strong communication skills.
- Appropriate professional appearance and demeanor.
**Physical Demands**
While performing the duties of this job, the employee is regularly required to stand, walk and talk or hear. The employee is frequently required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to sit, climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision.
**Work Environment**
The work environment charac
