Assistant Front Office Manager

AccorHotel•Long Beach, CA

22d•$70,000 - $75,000

About The Position

Consistently offer professional, friendly and engaging service Lead daily operations in Front Office and ensure all service standards are followed for Front Desk and Bell, while supporting Valet, Concierge, and Royal Service/Reservations as needed. Handle guest concerns and react quickly, logging and notifying proper areas Assist with the monthly departmental meetings Balance operational, administrative and Colleague needs Assist guests regarding hotel facilities in an informative and helpful way Follow department policies, procedures and service standards Follow all safety policies Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. Review the room availability and check status of departures on a daily basis. Relay all pertinent information to the team on a daily and per shift basis. Lead, coach, train, and mentor the Front Desk and Bell team ensuring the correct sequence of events for proper registration and checkout of guests. Assign breaks and specific tasks. Manage staffing levels as occupancy fluctuates. Drive the standards throughout the department, maintain consistency, and conduct audits for successful quality program results (LQA/Forbes/Amex). When observing the front office colleagues, ensure efficient guest registration, check out, and telephone service. Ensure that their duties are completed in accordance with established policies, procedures, and standards. Resolve any guest opportunity to ensure complete guest satisfaction. Then use opportunity as a training tool for the Front Desk Agents so the problem does not arise again. Create a welcoming environment for all guests and patrons; assure that all guests are acknowledged while in the lobby either verbally or visually (adhering to the 10-5 rule). Accept requests from guests regarding luggage handling and storage, delivery of items. Maintain all logbooks, keeping them accurate, updated and in good order. Resolve guest and employee concerns expeditiously in a manner, which is beneficial to all involved. Conduct daily pre-shift meetings. Attend pre-conference meetings, review all group resumes, and handle group requests for front office. Handle and manage emergency procedures, emergency panel, and communication to guests during crisis situations. Ensure efficient Talent Selection process within the department by leading recruitment efforts. Lead the talent management initiatives of team members, including coaching, counseling, training, disciplinary action, and termination. Participate in the performance review of employees. Review labor standards and assist in creating schedules in the labor management system. Review and approve payroll, and comment on employee timecard edits Champion employee engagement initiatives Assist in the development and implementation of trainings & SOP’s to align with Accor and Fairmont Service Standards for all new and existing colleagues to positively improve results in Guest Satisfaction (VOG), Compliance with Brand Standards (LQA/Forbes), Employee Engagement (EES) and Guest Loyalty (ALL). Promote the Loyalty program initiatives and enrollments in line with hotel target Inspect associates’ uniforms and operational departmental areas for cleanliness and organization, correcting as necessary and communicate expectations of these areas to the staff. Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Maintain a daily log of all guests’ opportunities with corrective action steps. Perform duties of front desk, bell, and royal service as required Oversee inventory levels pertaining to supplies Be able to participate proficiently in functions outside one’s department when called upon. Ensure a safe working environment is maintained at all times and that all colleagues are committed to working safely. Regular and predictable attendance Operations may require coverage on different periods of the day including morning, evening, overnight, weekends, and holidays. Other duties as assigned

Requirements

2+ Years of previous supervisory experience required, preferably in luxury setting
Previous Opera Cloud Property Management System experience preferred
Previous experience in handling emergency protocols required
Computer literate in Microsoft Office applications required
University/College degree in a related discipline preferred
Must possess a professional presentation
Strong interpersonal and problem-solving abilities
Results oriented with the ability to adapt to the challenges of a continually evolving workforce, while remaining flexible and working under pressure
Highly responsible & reliable
Ability to work well under pressure in a fast-paced environment
Ability to work cohesively as part of a team
Ability to focus attention on guest needs, remaining calm and courteous at all times
Previously demonstrated leadership skills supporting an environment of colleague growth and development, interdepartmental teamwork and exceptional customer service
Ability to contribute to making gains towards targeted GSI, GOP, and EEI results
Must be a creative and effective leader and team player, possessing a high degree of professionalism, energy, and determination
Ability to analyze data and trends and create strategies for improvement

Nice To Haves

Previous Opera Cloud Property Management System experience preferred
University/College degree in a related discipline preferred

Responsibilities

Consistently offer professional, friendly and engaging service
Lead daily operations in Front Office and ensure all service standards are followed for Front Desk and Bell, while supporting Valet, Concierge, and Royal Service/Reservations as needed.
Handle guest concerns and react quickly, logging and notifying proper areas
Assist with the monthly departmental meetings
Balance operational, administrative and Colleague needs
Assist guests regarding hotel facilities in an informative and helpful way
Follow department policies, procedures and service standards
Follow all safety policies
Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.
Review the room availability and check status of departures on a daily basis.
Relay all pertinent information to the team on a daily and per shift basis.
Lead, coach, train, and mentor the Front Desk and Bell team ensuring the correct sequence of events for proper registration and checkout of guests.
Assign breaks and specific tasks.
Manage staffing levels as occupancy fluctuates.
Drive the standards throughout the department, maintain consistency, and conduct audits for successful quality program results (LQA/Forbes/Amex).
When observing the front office colleagues, ensure efficient guest registration, check out, and telephone service. Ensure that their duties are completed in accordance with established policies, procedures, and standards.
Resolve any guest opportunity to ensure complete guest satisfaction. Then use opportunity as a training tool for the Front Desk Agents so the problem does not arise again.
Create a welcoming environment for all guests and patrons; assure that all guests are acknowledged while in the lobby either verbally or visually (adhering to the 10-5 rule). Accept requests from guests regarding luggage handling and storage, delivery of items. Maintain all logbooks, keeping them accurate, updated and in good order.
Resolve guest and employee concerns expeditiously in a manner, which is beneficial to all involved.
Conduct daily pre-shift meetings.
Attend pre-conference meetings, review all group resumes, and handle group requests for front office.
Handle and manage emergency procedures, emergency panel, and communication to guests during crisis situations.
Ensure efficient Talent Selection process within the department by leading recruitment efforts.
Lead the talent management initiatives of team members, including coaching, counseling, training, disciplinary action, and termination.
Participate in the performance review of employees.
Review labor standards and assist in creating schedules in the labor management system.
Review and approve payroll, and comment on employee timecard edits
Champion employee engagement initiatives
Assist in the development and implementation of trainings & SOP’s to align with Accor and Fairmont Service Standards for all new and existing colleagues to positively improve results in Guest Satisfaction (VOG), Compliance with Brand Standards (LQA/Forbes), Employee Engagement (EES) and Guest Loyalty (ALL).
Promote the Loyalty program initiatives and enrollments in line with hotel target
Inspect associates’ uniforms and operational departmental areas for cleanliness and organization, correcting as necessary and communicate expectations of these areas to the staff.
Accept payment for guests’ accounts both at the time of registration and at checkout.
Maintain a house bank and make a deposit and accurate report of receipts daily.
Maintain a daily log of all guests’ opportunities with corrective action steps.
Perform duties of front desk, bell, and royal service as required
Oversee inventory levels pertaining to supplies
Be able to participate proficiently in functions outside one’s department when called upon.
Ensure a safe working environment is maintained at all times and that all colleagues are committed to working safely.
Regular and predictable attendance
Operations may require coverage on different periods of the day including morning, evening, overnight, weekends, and holidays.
Other duties as assigned

Benefits

Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential.
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, like Planet 21 and WATCH
Accor is proud to be an Equal Opportunity Employer EOE/M/F/V/D.
We provide an environment of trust, respect, and integrity. A home away from home. Where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.

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