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Legoland Ca Hotels Assistant Front Office Manager

4 months ago

Carlsbad, United States LEGOLAND Parks Full time

What you'll bring to the team:
**Overview: Manages Senior Front Desk employees and Front Desk Agents**
- The Assistant Front Office Manager is responsible for assisting the Hotels Manger to oversee the Front of House area/functions and overall guest experience of the Hotel.
- Leading the Front Office team in welcoming guests to the hotel through the arrival process, departure process and all other services required throughout the guests’ stay.
- Develop and lead a positive, professional and strong team, with a focus on guest satisfaction, quality of service and delivery and development of a high level of skills. Act as a role model in leading this through The Merlin Way.

Ensure all queries and complaints are dealt with accordingly and exceed guests’ expectations along the way.

**Operations**
- Monitor and review all activities in the Front Office areas to ensure there is adequate cover to reduce guest waiting times, maximize efficiency and friendly service, cleanliness, health and safety (e.g. luggage blocking areas, safety of children etc.)
- Responsible for managing all hotel outsourcing contracts
- Continually review guest waiting times and guest satisfaction
- Review service flow to ensure maximum efficiency and reduce time taken to manage guest interactions, speed of check in and check out, etc.
- Provide a balanced level of support and leadership to both the day and night teams in the hotel.
- Empower the relevant members of the team to make decisions in order to resolve guest issues and ensure a positive outcome.
- Responsible for maintaining the House in PMS.
- Communicates with Housekeeping and Engineering on the status of all room statuses and discrepancies.

**BUSINESS IMPACT/RESULTS**
- Monitoring of night staff performance.
- Ensure all cleaning is executed accordingly and to the correct standard.
- Ensure all Health and Safety documentation is recorded and up to date, including risk assessments.
- Communicate with Revenue Manager in terms of accuracy of night audit and other revenue related checks.
- Monitor and review inventory for all Front Desk and Front Office supplies and collateral.
- Required to adhere to, and maintain all policies relating to LEGOLAND California Resort. These controls include primary responsibility for the safeguarding of cash and Hotel revenues.
- To exceed targets within company set-out formal audits, including Health & Safety, HR, Finance and Control, Operations.
- Ensure there is adequate fire cover every night.
- Provide a balanced level of support and leadership to both the day and night teams in the hotel.
- Empower the relevant members of the team to make decisions in order to resolve guest issues and ensure a positive outcome.
- Ensure the whole team has a clear understanding of the exact nature of their roles and the importance of positive energy.
- Provide the relevant information, tools and training to the appropriate teams in order for them to deliver a high level of guest service.

**CREATIVITY**
- Monitor and review guest feedback to identify and influence any guest satisfaction or additional revenue generating activity.
- Explore and feedback any other sales opportunities and revenue streams.
- Proactively seek to identify different methods of working and new products in order to maximize inefficiencies within the operation.
- Create and facilitate trainings that are motivating and based off operational needs.
- To ensure that the Front Office is compliant with brand and company operating procedures

**COMMUNICATION**
- Directly responsible for all aspects of the daily Front Office operation, to ensure a continually superior Guest experience and standards of service and health and safety.
- Establishes, communicates and champions core standards throughout all guest facing areas.
- Work closely with the Hotels Manager in terms of striving to achieve the wider hotel objectives.
- Update the Hotels Manager on any operational issues in a timely manner, ensuring the earliest possible resolution and appropriate support in times of need.
- Deliver motivational and inspiring daily team briefs to ensure the team is up to date with any current issues and information they may need to be aware of.
- Establish a consistent way of communicating information to all staff in a 24 hour operation.

**DECISION MAKING & AUTONOMY**
- Monitor and review operation of the department and implement changes to improve efficiency.
- To ensure that the Front Office operates effectively on a day to day basis, in line with company and brand standards, and that the appearance of the Front Office creates a professional impression to guests and employees
- To be on duty / on call at various times
- In accordance with the company procedures to manage positive and poor performance to ensure maximum productivity, team member satisfaction and minimizing labour turnover.
- Adhering to the company guidelines when recruiting team members and identifying those who are demonstrating The Mer