AsstMgr-Front Office I
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Key skills for this role
About the Role
Le Méridien Hotels & Resorts is hiring an Assistant Front Office Manager to support the Front Office Manager in administering front office functions and supervising staff. The role involves managing day-to-day operations, ensuring guest satisfaction, and handling complaints.
Key Skills for This Role
Responsibilities
- Assist the Front Office Manager in administering front office functions and supervising staff on a daily basis
- Manage day to day operations, ensuring quality, standards and meeting customer expectations
- Handle complaints, settle disputes, and resolve grievances and conflicts
- Strive to improve service performance
- Collaborate with the Front Office Manager on ways to continually improve departmental service
- Communicate a clear and consistent message regarding Front Office goals
- Participate in the development and implementation of corrective action plans based on guest satisfaction results
- Provide services that are above and beyond for customer satisfaction and retention
- Interact with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction
- Ensure compliance with all Front Office policies, standards and procedures
- Function in place of the Front Office Manager in his/her absence
Requirements
- High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area
- OR 2 year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required
Full Job Posting
Job Summary
- Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis.
- Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk.
- Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process.
- Ensures guest and employee satisfaction and maximizes the financial performance of the department.
Candidate Profile
- High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.
- OR 2 year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
Supporting Management of Front Desk Team
- Utilizes interpersonal and communication skills to lead, influence, and encourage others.
- Encourages and builds mutual trust, respect, and cooperation among team members.
- Supervises and manages employees. Managing all day to day operations.
- Ensures employee recognition is taking place on all shifts.
- Establishes and maintains open, collaborative relationships with employees.
Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals
- Manages day to day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Develops specific goals and plans to prioritize, organize, and accomplish your work.
- Handles complaints, settling disputes, and resolving grievances and conflicts.
- Strives to improve service performance.
- Collaborates with the Front Office Manager on ways to continually improve departmental service.
- Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
- Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Ensuring Exceptional Customer Service
- Provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
- Serves as a role model to demonstrate appropriate behaviors.
- Sets a positive example for guest relations.
- Displays outstanding hospitality skills.
- Empowers employees to provide excellent customer service.
- Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
- Provides feedback to employees based on observation of service behaviors.
- Handles guest problems and complaints effectively.
- Interacts with guests to obtain feedback on product quality and service levels.
Managing Projects and Policies
- Implements the customer recognition/service program, communicating and ensuring the process.
- Ensures compliance with all Front Office policies, standards and procedures.
- Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
Additional Responsibilities
- Provides information to supervisors and co workers by telephone, in written form, e mail, or in person.
- Analyzes information and evaluating results to choose the best solution and solve problems.
- Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
- Functions in place of the Front Office Manager in his/her absence.
- Communicates critical information from pre and post convention meetings to the Front Office staff.
- Participates in department meetings.
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