Assistant Front Office Manager- The Westin

2 weeks ago

Spring Texas, United States Westin Woodlands Full time
Overview:
The Assistant Front Office Manager at The Westin at The Woodlands is responsible for ensuring the 4 Diamond standards and operations of the guest’s services departments are upheld. This includes ensuring front desk, PBX, and Uniformed Services/Transportation are attentive, friendly, efficient, and courteous to all internal and external guests. The Assistant Front Office Manager ensures that associates provide all guests with quality service prior to and throughout their stay, in accordance with Westin’s Brand Standards. As a member of leadership, the Assistant Front Office Manager will strive to continually improve associate satisfaction through ongoing mentorship, training, and development. S/he often provides the first point of contact for guests and is responsible for creating an exceptional & memorable experience for our guests. This position is fully committed to ensuring that all procedures are performed to the department and company standards and serve as an ambassador for the hotel. This role reports directly to the Director of Front Office.

Responsibilities:
 

•Assist the Director of Front Office with day-to-day management & ensure training and development of Guest Services associates.•Utilizes interpersonal and communication skills to lead, influence, inspire and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; Leads by example.
•Supervises and assists associates during check-in and check-out. Understand associate positions well enough to perform duties in employees' absence.
•Keeps Front Office team focused on the critical components of service (ie. Walking high status members to elevators, wearing proper uniform attire, attendance tracking and using 10/5 rule along with guests’ names) to drive guest satisfaction.
•Supervises and coordinates all activities for bellmen, valet, and concierge.
•Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
•Handle guest complaints and verify that all guest issues are resolved using the L.E.A.R.N Model.
•Verify property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process with Director of Front Office.
•Oversee all cash handling procedures and reconcile all billing for front desk ledgers and open folios.
•Perform Pre-shift meetings with all team members of high guest impact areas (i.e. reservations, guest services, housekeeping, etc.)
•Analyze rate variance, monitor credit report, and maintain close observation of daily house count.
•Participate in required Manager on Duty program as scheduled.
•Assist in the preparation of employee schedule according to business forecast, payroll budget guidelines, and productivity requirements in the absence of Director of Front Office.
•Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
•Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
•Have knowledge of all hotel features/services, hours of operation, all room types, numbers, layout, decor, appointments and location, all room rates, special packages and promotions, room availability status for any given day, scheduled in-house group activities, locations, and times, and all hotel and departmental policies and procedures.
•Answer department telephone within specified number of rings determined by property guidelines, using correct greeting and telephone etiquette.
•Complete requisitions to replenish shortages or additional items needed for the anticipated business.
•Ensure that current information on rates, packages, and promotions is available at the Front Desk and that all staff are knowledgeable of such.
•Review the daily business levels, anticipate critical situations, and plan effective solutions to best expedite these situations.
•Coordinate breaks for staff.
•Assign work duties to staff.
•Monitor communication logs and ensure that guest requests are followed up within specified minutes determined by property guidelines.
•Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
•Monitor guest mail and ensure that it is processed according to procedures.
•Monitor and ensure that express check-outs are processed through the system.
•Monitor the staff’s interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
•Assist guests with reports of lost/stolen articles, following hotel policy.
•Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
•Contact newly registered guests within specified minutes determined by property guidelines after check-in to establish guest satisfaction; resolve any dissatisfaction immediately.
•Document each call according to procedures. Ensure security of guest room access.
•Monitor and ensure that all cashiering procedures comply with accounting policies and standards: Contracted banks, Shortages/overages, Petty cash/paid outs.

Qualifications:
High School Diploma. College degree preferred. 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration.
Three or more years' prior hotel Front Office or Housekeeping Management experience in a Full Service or Luxury hotel preferred to be considered for this role.
Knowledge of oversell practices, budgeting and forecasting preferred.
GXP, Lightspeed, Opera or OnQ experience preferred.
Must be able to speak, read, write, and understand the English language.
Ability to always sustain composure and remain calm during difficult situations.
Must have a proven track record of successfully managing other leaders, particularly (Supervisors).
Must have a proven track record of successful YoY upsell strategies & revenues and property implementation / maintenance for Front Desk upsell programs.
Must have excellent guest and associate relations skills.
Ability to take initiative and problem solve by identifying problems and working through them. Possess strong leadership, motivational, organizational, and verbal communication skills.
Must be able to work varied shifts and flexible schedules, including nights, weekends, holidays and overnight.
Must be 18 years or older.

 

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