Assistant Front Office Manager

Crescent Careers • San Diego, CA

1d • Onsite

About The Position

We are looking for the next great team member to join our Front Office Team as an Assistant Front Office Manager. This role involves training, performance evaluation, problem resolution, and maintaining open communication within the team. You will be responsible for responding to guest requests, needs, problems, issues, and concerns to ensure optimal guest satisfaction and repeat business. The position requires implementing company programs, supervising daily Front Desk operations to comply with SOPs and LSOPs, maximizing revenues, and motivating associates to provide a high level of service. The Assistant Front Office Manager must remain calm and alert, especially during emergencies or heavy activity, serving as a role model. Resolving customer complications and complaints through thorough research and effective solutions is key. Decision-making based on experience and judgment, sometimes revising approaches for unusual situations, is expected. Authorizing revenue allowances to remedy problems is permitted only after other alternatives have been explored. Compliance with attendance rules and availability to work regularly is mandatory. This is an overtime eligible manager position.

Requirements

• Effectively communicate in English with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Ability to establish and maintain effective working relationships with associates, customers and patrons.
• Have a self-starting personality with an even disposition.
• Able to maintain a professional appearance and at all times.
• Can communicate well with guests.
• Willing to “pitch-in” and help co- workers with their job duties and be a team player.
• Basic mathematical skills and considerable skills in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
• Have the ability to access and accurately input information using a moderately complex computer system.
• Able to stand, walk and continuously perform behind the front desk.
• Able to observe and detect signs of emergency situations.

Responsibilities

• Train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
• Respond to guest’s special request, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
• Implement company programs and supervise the daily operations of the Front Desk to comply with SOPs and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees.
• Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions.
• Make decisions and take action based on previous experience and good judgement, sometimes revising approach to accommodate unusual situations.
• Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Comply with attendance rules and be available to work on a regular basis.
• Supervise Guest Service Agents.
• Perform any other job duties as assigned.

Benefits

• Hotel Room Discounts at Marriott Branded properties worldwide as well as our Crescent managed properties in North America for you & your family members.

What This Job Offers

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