Assistant Front Office Manager

AccorHotel • Washington, DC

6h • $55,000 - $67,000

About The Position

The Assistant Front Office Manager provides managerial support for Reception/Front Office, Royal Service, Fairmont Gold and Guest Services in the daily operational duties for these areas, assisting the Front Office Manager in the daily managerial tasks for the front office, ensuring a seamless experience for the guest in all areas.
Lead by example to sustain an environment and positive colleague relations.
To understand and promote the hotel’s and departmental vision
Ensures that all Front Office policies and procedures are adhered to.
Provide direction and support to Front Office supervisory positions and colleagues in their daily tasks relating to their roles.
Responsible to balance operational, administrative and colleague needs.
Responsible for ensuring consistency in exceeding guest service expectations.
Creates an environment that allows colleagues to achieve job fulfillment and provides a path for career development with Fairmont & Raffles.
Develops strong teams through active involvement in the operations and through the development and support of a continually evolving team.
Ensure loyalty/VIP procedures are being met or exceeded on a daily basis for all loyalty /VIP guests
Energize the brand by promoting our guest loyalty program
Maximize our brand by promoting our upsell programs
Reviews Arrival Detail report and VIP’s to ensure all special requirements are met or exceeded
Develop and maintain standards for the department, while adhering to Fairmont’s core standards
Ensure that all Front Office team have the supplies needed to perform their duties.
To provide continuity of management in complaint handling, both face to face, via telephone and in writing, depending on the situation and requirement
Communicate and liaise effectively with other leaders in the department and hotel
Responsible to balance operational, administrative and colleague needs.
Responsible for ensuring consistency in exceeding guest service expectations.
Ensure proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines
Communicates through pre-shift, logs, emails and departmental operational meetings all pertinent information for the respective shift and areas of operation.
Conduct colleague performance evaluations on a timely basis, including corrective action and coaching. Directly influences the future effectiveness of the hotel through involvement in recruitment, hiring, training and motivation of Front Office colleagues.
Controls and provides feedback on labour and operational expenses
Ensure all daily, monthly and quarterly reporting is completed on a timely basis
Ensure review of daily payroll punches and edits as necessary, record time and attendance occurrences for all colleagues in Time and Attendance Log
Review, verify and react to all group resumes, checking billing, room types, arrival, departure dates, and VIP designations, ensuring that each of them has a checklist attached and it has been completed.
Adhere to and sign off on all cash handling, balancing of shift closings, and adjustments
Have an understanding of the Front Office and accounting procedures in order to deal with financial issues and their resolution ensuring guest satisfaction whilst adhering to set procedures
Effectively maximizes inventory levels during high occupancy/sold out nights
Adheres to and promotes the Company’s health and safety policies to ensure a safe work environment and knowledgeable all safety and emergency procedures
To be informed and compliant with all forms of hotel systems and technology, Internet access, telephones and able to resolve issues
To take a full and accurate handover from the previous shift ensuring that all necessary follow-up is recorded and auctioned
To be fully conversant with the day’s events and respond promptly to the service needs of guests
To be aware of all disabled guests, ensuring that we provide easy and efficient access to the hotel using equipment designed for this process e.g. stair climbing machine and ramp
To ensure that any arising staff issues are dealt with effectively.
Complete with accuracy and timeliness any and all project related work designated by the Director, Front Office

Requirements

• Passion for guest service
• Excellent written and verbal communication, interpersonal and leadership skills
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• Minimum of 1-year previous proven supervisory experience
• Must have the ability to handle a multitude of tasks and guest requests
• Should possess or seek certification in basic first aid
• Strong guest service orientation and training skills background required
• Ability to work independently and prioritize responsibilities
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
• Must be legally authorized to work in the United States without sponsorship
• Ability to stand and walk for extended periods
• Frequent lifting and carrying up to 25 lbs
• Frequent bending, stooping, kneeling, pushing, and pulling

Nice To Haves

• Degree or Diploma in Hospitality Management is an asset
• Knowledge of Micros-Fidelio Property Management System an asset
• Experience with a hotel loyalty program and asset

Responsibilities

• Provide managerial support for Reception/Front Office, Royal Service, Fairmont Gold and Guest Services
• Assist the Front Office Manager in daily managerial tasks
• Lead by example to sustain an environment and positive colleague relations
• Understand and promote the hotel’s and departmental vision
• Ensure all Front Office policies and procedures are adhered to
• Provide direction and support to Front Office supervisory positions and colleagues
• Balance operational, administrative and colleague needs
• Ensure consistency in exceeding guest service expectations
• Create an environment that allows colleagues to achieve job fulfillment and provides a path for career development
• Develop strong teams through active involvement in the operations
• Ensure loyalty/VIP procedures are being met or exceeded
• Energize the brand by promoting our guest loyalty program
• Maximize our brand by promoting our upsell programs
• Review Arrival Detail report and VIP’s to ensure all special requirements are met or exceeded
• Develop and maintain standards for the department
• Ensure that all Front Office team have the supplies needed to perform their duties
• Provide continuity of management in complaint handling
• Communicate and liaise effectively with other leaders in the department and hotel
• Ensure proper staffing and scheduling of all Front Office colleagues
• Communicate through pre-shift, logs, emails and departmental operational meetings all pertinent information
• Conduct colleague performance evaluations on a timely basis, including corrective action and coaching
• Control and provide feedback on labour and operational expenses
• Ensure all daily, monthly and quarterly reporting is completed on a timely basis
• Ensure review of daily payroll punches and edits as necessary, record time and attendance occurrences
• Review, verify and react to all group resumes, checking billing, room types, arrival, departure dates, and VIP designations
• Adhere to and sign off on all cash handling, balancing of shift closings, and adjustments
• Have an understanding of the Front Office and accounting procedures
• Effectively maximizes inventory levels during high occupancy/sold out nights
• Adhere to and promote the Company’s health and safety policies
• Be informed and compliant with all forms of hotel systems and technology
• Take a full and accurate handover from the previous shift
• Be fully conversant with the day’s events and respond promptly to the service needs of guests
• Be aware of all disabled guests, ensuring that we provide easy and efficient access to the hotel
• Ensure that any arising staff issues are dealt with effectively
• Complete with accuracy and timeliness any and all project related work designated by the Director, Front Office

Benefits

• Competitive Salary
• Paid Time Off
• Medical, Dental and Vision Insurance, 401K
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed