Asst. Front Office Manager w/Hotel Experience Flexible Schedule

Hotel Monteleone•New Orleans, LA

3d•Onsite

About The Position

The Assistant Front Office Manager assists to oversee and supervise all aspects of Front Office including the Front Desk and Communications Department. This role involves preparing weekly work schedules, conducting pre-shift meetings, assigning duties, monitoring check-in/check-out processes, anticipating guest needs, handling complaints, identifying training needs, and ensuring facilities and equipment are well-maintained. The position also includes assisting with hiring, conducting departmental meetings, monitoring inventory, adhering to hotel policies for accidents and emergencies, and ensuring VIP guests receive exceptional service. Other duties as assigned.

Requirements

Effectively communicate and interact with people from diverse industries
Read and comprehend simple instructions, short correspondence and memos
Write routine reports and correspondence
Effectively present information in one-on-one and small group situations to customers, clients and other associates of the hotel
Communicate verbally and in writing
Possess good interpersonal skills with guests and staff
Calculate figures and amounts such as discounts, interest, commissions, proportions and percentages
Apply concepts of basic algebra and geometry
Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Interpret a variety of instructions furnished in written, oral, diagram or schedule form
Solve problems efficiently, effectively and in a timely manner
Directly supervises 15 – 20 associates in all Front Office operations
Carry out supervisory responsibilities in accordance with the hotel’s policies and applicable laws
Responsible for interviewing, training associates, planning, assigning and directing work, appraising performance, rewarding and disciplining associates, addressing complaints and resolving problems
Regularly stand
Frequently walk, use hands to fingers, handle or feel objects, tools or controls, talk or hear
Occasionally sit, reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl
Occasionally lift and/or move up to 20 pounds
Safely navigate multiple flights of stairs
An Associate’s degree (A.A.) from a two-year college
Two (2) years hotel experience; in a luxury, upscale hotel of 300 or more rooms
Effective supervisory skills
Fluent in English language

Nice To Haves

Customer Service - Manage difficult or emotional customer situations; respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance; meet commitments
Technical Skills - Assess own strengths and weaknesses; pursue training and development opportunities; strive to continuously build knowledge and skills; share expertise with others
Problem Solving – Identify and resolve problems in a timely manner; gather and analyze information skillfully; develop alternative solutions; work well in group problem solving situations; use reason even when dealing with emotional topics
Project Management - Develop project plans; coordinate projects; communicate changes and progress; complete projects on time and budget; manage project team activities
Interpersonal - Focus on solving conflict, not blaming; maintain confidentiality; listen to others without interrupting; keep emotions under control; remain open to the ideas of others and try new things
Oral Communication - Speak clearly and persuasively in positive or negative situations; listen and get clarification; respond well to questions; demonstrate group presentation skills; participate in meetings
Team Work - Balance team and individual responsibilities; exhibit objectivity and openness to the views of others; give and welcome feedback; contribute to building a positive team spirit; put success of team above own interests; ability to build morale and group commitments to goals and objectives; support team’s efforts to succeed; recognize accomplishments of other team members
Written Communication - Write clearly and informatively; edit and proof work for spelling and grammatical errors; vary writing style to meet needs; present numerical data effectively; ability to read and interpret written information
Change Management - Develop workable implementation plans; communicate changes effectively; build commitment and overcomes resistance; prepare and support those affected by change; monitor transition and evaluate results
Delegation - Delegate work assignments; match the responsibility to the person; give authority to work independently; set expectations and monitor delegated activities; provide recognition for results
Leadership - Exhibit confidence in self and others; inspire and motivate others to perform well; effectively influence actions and opinions of others; inspire respect and trust; accept feedback from others; provide vision and inspiration to peers and subordinates; give appropriate recognition to others; display passion and optimism; mobilize others to fulfill the vision
Managing People - Include staff in planning, decision-making, facilitating and process improvement; take responsibility for subordinates' activities; make self-available to staff; provide regular performance feedback; develop subordinates' skills and encourages growth; solicit and apply customer feedback (internal and external); foster quality focus in others; improve processes, products and services; continually work to improve supervisory skills
Quality Management - Look for ways to improve and promote quality; demonstrate accuracy and thoroughness
Visionary Leadership - Display passion and optimism; inspire respect and trust; mobilize others to fulfill the vision; provide vision and inspiration to peers and subordinates
Business Acumen - Understand business implications of decisions; display orientation to profitability; demonstrate knowledge of market and competition; align work with strategic goals
Diversity - Demonstrate knowledge of EEO policy; show respect and sensitivity for cultural differences; educate others on the value of diversity; promote a harassment-free environment; build a diverse workforce
Ethics - Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; uphold hotel’s values
Organizational Support - Follow policies and procedures; complete administrative tasks correctly and on time; support hotel’s goals and values; benefit hotel through outside activities; respect diversity
Strategic Thinking - Develop strategies to achieve hotel’s goals; understand hotel’s strengths & weaknesses; analyze market and competition; identify external threats and opportunities; adapt strategy to changing conditions
Adaptability - Adapt to changes in the work environment; manage competing demands; change approach or method to best fit the situation; ability to deal with frequent changes, delays or unexpected events
Attendance and Punctuality - Consistently arrive at work on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time
Dependability - Follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals; complete tasks on time or notify appropriate person with an alternate plan
Initiative - Volunteer readily; undertake self-development activities; seek increased responsibilities; take independent actions and calculated risks; look for and takes advantage of opportunities; ask for and offer help when needed
Innovation - Display original thinking and creativity; meet challenges with resourcefulness; generate suggestions for improving work; develop innovative approaches and ideas; present ideas and information in a manner that gets others' attention
Judgment - Display willingness to make decisions; exhibit sound and accurate judgment; support and explains reasoning for decisions; include appropriate people in decision-making process; make timely decisions
Motivation - Set and achieve challenging goals; demonstrate persistence and overcome obstacles; measure self against standard of excellence; take calculated risks to accomplish goals
Planning and Organizing - Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks; develop realistic action plans
Professionalism - Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments
Quality - Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality
Quantity - Meet productivity standards; complete work in timely manner; strive to increase productivity; work quickly
Safety and Security - Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe conditions; use equipment and materials properly

Responsibilities

Assist to prepare weekly work schedules in accordance with staffing guidelines and labor forecasts; adjust schedules throughout the week to meet business demand
Conduct pre-shift meeting with staff and review all information pertinent to the day’s business
Assign work duties to staff in accordance with departmental procedures; communicate additions or changes to the assignments as they arise throughout the shift; identify situations which compromise the department’s standards and delegate these tasks
Monitor the check-in and check-out process ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently
Anticipate guests’ needs; respond promptly and acknowledge all guests, however busy and whatever time of day; handle all guest complaints in a polite and professional manner
Identify training needs, assist to develop formal training plans and implements training sessions; must be actively involved in ongoing technical and personal service training on a daily basis
Assume overall responsibility for maintaining standards to ensure facilities and equipment are clean, in good repair and well maintained
Ensure staff is using all Service Standards
Assist staff with their job functions to ensure optimum service to guest
Assist at Front Desk and Communication department as needed
Assist in conducting functions such as interviewing, orientation, hiring, performance appraisal, coaching, counseling, training and suspending if necessary, to ensure appropriate staffing and productivity
Assist in conducting comprehensive monthly departmental meetings to include review of procedures of events which warrant special handling and detailed information
Monitor and control inventories for operating equipment and supplies
Adhere to hotel requirements for guest accidents or injuries and in emergency situations
Ensure that all V.I.P.'s are pre-registered according to standards
Inspect V.I.P. arrival room’s daily, ensuring compliance to standards
Monitor V.I.P. arrivals; greet and escort them to their room
Review resumes for arriving groups; organize and coordinate group special requests
Support Loss Prevention in the event of accidents and incidents and emergency situations
Other duties as assigned