Asst FD Manager

ETC•Santa Monica, CA

7d•$40 - $42•Onsite

About The Position

We are seeking an Assistant Front Office Manager to join our luxury hospitality group at Casa Del Mar! This role involves handling guest complaints, developing service improvement plans, assisting with managerial duties, and overseeing the VIP guest experience from arrival to departure.

Requirements

Proficiency in Opera.
Bachelor’s degree from four year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
Previous leadership experience within a similar role required.
Ability to multi-task & maintain poise and a sense of humor amidst a fast paced and demanding environment.
Ability to read, analyze, and interpret common financial reports and legal documents.
Ability to respond to common inquiries or complaints from customers, regulatory agencies or members of the business community.
Previous front office training and experience, preferably in a luxury hospitality setting.
Ability to solve complex problems in an organized manner.
Exceptional communication skills, passionate, strategic and innovative.
Able to develop strong work relationships with both Clients and Colleagues.
Self-confident, proactive, and able to prioritize and make effective decisions.
Applicants who do not already have legal permission to work in the United States will not be considered.

Nice To Haves

Experience working for a luxury hotel is preferred.

Responsibilities

Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
Collaborates with the Front Office Manager on ways to continually improve departmental service.
Assist with coverage of Manager On Duty shifts weekly.
Oversee the arrival and departure process of all special attention and VIP guests.
Establish and maintain professional relationships with repeat and VIP guests.
Coordinate custom amenities to be in rooms prior to arrival; refresh when applicable.
Pre-register and inspect rooms for all arriving special attention and VIP guests.
Manage hotel arranged transfers and pre-register/greet all arrivals.
Greet all special attention and VIP arrivals; escort to room.
Run report daily for all new reservations. Research new guests, study profile notes/past stays, update reservations/profiles, distribute 7 day VIP outlook on a daily basis.
Establish pre arrival communication; minimum 7 days out of arrival (if booked more than 7 days out).
Daily management and communication of Medallia scores and comments.
Manage guest recovery and expeditiously resolve all guest issues.
Keep detailed account of guest related expenses; reconcile on monthly basis.