Assistant Manager of Front Desk

Holiday Inn Club Vacations•Las Vegas, NV

4d•Onsite

About The Position

The Assistant Manager of Front Desk is responsible for bringing the brand promise to life in guest-facing service departments. This position serves as a guest advocate and key advisor to the Front Desk Manager. Success in this role is measured primarily by post-stay guest survey responses evaluating the quality of the arrival experience, guest stay, and problem resolution.

Requirements

Demonstrated ability to anticipate, prevent, and solve complex problems, and deliver results in a fast-paced setting.
Demonstrated professional verbal and written communication and presentation skills.
Novice-level mastery of Microsoft Office products.
Supervising and leading a Guest Services Team in a high-volume hotel or resort environment.
High School Diploma or GED equivalent required.
2-5 years of experience in a guest services supervisory or above role.

Nice To Haves

Four-year college degree preferred.
Assistant Manager of Front Desk experience preferred.

Responsibilities

Demonstrate brandhearted leadership by putting the brand at the center of all business decisions. Regularly seek and use guest feedback to build relationships with guests and drive continuous improvement in guest satisfaction. Ensure all special needs/requests of guests of all types are fulfilled. Respond to and follow up on all problem resolution cases.
Promote and reinforce a brand culture in which team members understand their role and are inspired to deliver the branded guest experience and brand standards. Actively model the brand behaviors in all aspects of the business. Balance the urgency of meeting budget goals with a focus on team, individual, and brand success.
Assist in adapting and executing predefined guest service strategies, standards, and programs through daily management practices within front desk, security, transportation, and/or resort services operations.
Development of PDPs, evaluation, and active coaching to develop Brandhearted guest-facing service delivery staff. Demonstrate a culture of learning and mentorship for continual performance development
Evaluate and recommend adjustments to staffing and performance targets. Manage department engagement plans, talent review, and succession planning.
Execute pre-defined programs and policies within assigned area and teams that maintain a safe and secure environment for guests, team members, and resort assets in compliance with the owner’s policies and procedures, and regulatory requirements.
Assist in the development of departmental budgets and allocation of resources to meet financial goals.

Benefits

Medical, Dental, Vision, Prescription, and several other elective coverages
HSA/FSA
EAP - Employee Assistance Program (Free Mental Health, Financial & Legal Counseling)
401K with Company Match
PTO
Heavily Discounted Hospitality Stays & the Company Perks Website
Tuition Assistance
Company Appreciation Platforms & Innovation Contests
Growth Opportunities & Stability
Excellent Company Culture