Assistant Front Office Manager- The Langham, Boston

Careers - Langham Hospitality Group

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About The Position

Langham Hospitality Group (LHG) is a wholly-owned subsidiary of Great Eagle Holdings, comprising a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop, and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia, and the Middle East. The Langham, Boston is one of the city’s most historic hotels and one of the most iconic luxury hotels in the US. You will assist in leading the Front Office team to drive for service excellence and the overall success of The Langham, Boston, by delivering all Forbes, Leading Quality, Brand standards and departmental procedures at all times while in alignment with the culture and values of Langham Hospitality Group.

Requirements

• Proven management skills and ability to lead and motivate a team while maintaining the highest standards of service and adhering to hotel policies.
• A minimum of two years of Front Office management experience in a luxury hotel.
• Previous experience in five-star standards.
• Ability to work in a fast-paced environment with frequent interruptions.
• Unshakable teamwork spirit, strong leadership and detail-oriented.
• Professional presentation and grooming in conjunction with The Langham, Boston grooming standards.
• College degree.
• CPR certification a plus.
• Able to stand for length of shift: sit, reach, grasp, lift/carry up to 50 pounds, walk, climb, kneel, squat, bend, push, pull.
• Legally authorized to work in the United States.

Responsibilities

• Assume all responsibilities of the Front Office operations in the absence of Director of Front Office by making logical, service-oriented and responsible decisions that support the goals of the Rooms Division and the hotel.
• Ensure that all Front Desk, The Langham Services, Bell and Door colleagues deliver the highest level of guest service by anticipating guest’s needs while maintaining all standards and procedures such as Leading Quality Audits, Forbes, Langham Brand Standard, and Departmental procedures.
• Supervise, monitor, coach and develop agents to ensure the highest level of sincere and consistent service delivery and keep the Rooms Division management informed of team performance.
• Communicate with the Rooms Division team constantly to follow up on any pending issues, record necessary information for tracking purposes, and ensure the best outcome of situations.
• Support duties of Guest Service Agent, The Langham Services Agent, Bell, Door, Concierge, Guest Relations colleagues and Front Office Supervisors.
• Ensure that The Langham Services colleagues deliver impeccable, luxury and personalized service at the same expected level and intensity as the Front Desk while on the phone.
• Assume all responsibilities of Guest Relations in the absence of Guest Relations colleagues.
• Act as a liaison between hourly colleagues and Director of Front Office to maximize communication and smooth operations of all shifts.
• Work together with Rooms Division leaders to maximize revenue as well as guest satisfaction, monitor payroll and keep the team motivated.
• Work with various departments to maximize the level of guest services satisfaction and follow through on any issues.
• Train, coach, supervise and develop non-management Front Office colleagues.
• Maintain presence including nights and weekends to ensure that Front Office operations are effective at all times.
• Maintain knowledge of special programs and events in the hotel to recognize and respond to guests’ needs.
• Communicate guest and colleagues feedback to manager and upper hotel management.
• Review and complete reservations to ensure seamless and memorable guest stay by reviewing arrival lists, allocating rooms, amenities, special requests etc. with Guest Relations team.
• Ensure proper VIP room assignments and room preparation.
• Promote internal hotel sales and in-house facilities.
• Able to multi-task and make appropriate decisions while remaining poised and productive in a fast-paced environment.
• Ability to anticipate in order to prevent any negative situation and to provide maximum guest satisfaction.
• Assist Director of Front Office in updating schedules, payroll, KPIs, Daily IAuditor inspection results/analysis, applicable month end reports and attend operational meetings.
• Be knowledgeable of the hotel emergency procedures and ensure that all Front Office colleagues are well trained in these procedures.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees