Assistant Front Office Manager - Franchise

Waldorf Astoria Kuwait•Indianapolis, IN

About The Position

The Assistant Front Office Manager supervises and leads the Front Desk and departments that support it. The role includes hiring, termination, performance evaluations, training, and associate development. The manager schedules staff according to labor standards and forecasted occupancy, maintains daily and weekly departmental payroll, and upholds guest-service quality standards. The position supports hotel profitability and guest satisfaction by developing associates, improving job processes, and maintaining a quality image. It is accountable for the guest services department’s budgeted revenue, expenses, and profitability; developing short- and long-term financial and operational plans aligned with the hotel’s objectives; and participating in preparation of the annual hotel budget. The role also manages reservations to support occupancy and average daily rate through employee suggestive selling. The manager maintains procedures for credit control, financial transactions, security of funds, guest security, and emergencies; handles departmental guest complaints and ensures corrective action; and encourages staff to use guest-interaction skills, recognizing employees who meet or exceed guest expectations. Other duties may be assigned by the leader. This is a salaried position paying $50,000 annually at a hotel owned and operated by an independent franchisee. Employment practices and any benefits are controlled by the franchisee, not Hilton.

Requirements

Bachelor’s degree in Management, Hotel Administration, Business, or a related field.
At least 1 year of night audit experience and 2 years of front desk operations experience, or an equivalent combination of education and experience.

Responsibilities

Supervise and lead the Front Desk and departments supporting the front desk.
Hire, terminate, evaluate, train, and develop associates.
Schedule staff according to labor standards and forecasted occupancy.
Maintain daily and weekly departmental payroll.
Maintain guest-service quality standards.
Contribute to hotel profitability and guest satisfaction through associate development, job engineering, and quality image.
Achieve budgeted revenues and expenses and maximize profitability for the guest services department.
Develop short- and long-term financial and operational plans for the guest services department in alignment with hotel objectives.
Participate in preparing the annual hotel budget.
Manage reservations to maintain the highest possible room occupancy and average daily rate through employee suggestive selling.
Maintain procedures for credit control, financial transactions, security of monies, guest security, and emergencies.
Address departmental guest complaints and ensure corrective action is taken.
Ensure staff use guest-interaction skills and reward employees who meet or exceed guest expectations.
Perform other duties as assigned by the leader.