AsstMgr-Front Office
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Key skills for this role
About the Role
EDITION seeks an Assistant Front Office Manager to support the Front Office Manager in daily operations, supervise staff, and ensure exceptional guest service. Requires 2 years of guest services experience or a related degree.
Key Skills for This Role
Responsibilities
- Assist the Front Office Manager in managing front office functions and supervising employees.
- Ensure efficient check in and check out procedures.
- Handle guest complaints, resolve disputes, and address conflicts.
- Monitor and improve service performance.
- Ensure compliance with front office policies, standards, and credit procedures.
Requirements
- High school diploma or GED; 2 years experience in guest services, front desk, or related field.
- OR 2 year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related field; no experience required.
Full Job Posting
Job Overview
- Assist the Front Office Manager in managing front office functions and supervising employees.
- Front office areas include Bell/Door Staff, Switchboard, and Guest Services/Front Desk.
- Ensure efficient check in and check out procedures, guest and employee satisfaction, and maximize department financial performance.
Education and Experience
- High school diploma or GED; 2 years experience in guest services, front desk, or related field.
- OR 2 year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related field; no experience required.
Core Work Activities
- Support Front Desk Team Management: use interpersonal skills to guide and encourage others; promote sound financial decisions; demonstrate integrity.
- Encourage mutual trust, respect, and cooperation among team members.
- Supervise and manage employees; manage all day to day operations; understand employee positions to perform duties when absent.
- Ensure employee recognition across all shifts; establish open collaborative relationships.
- Monitor and support progress toward guest services and front desk goals.
- Manage daily operations to ensure quality and standards; meet customer expectations.
- Set specific goals and plans to prioritize and complete work.
- Handle complaints, resolve disputes, and address grievances.
- Work with Front Office Manager to continuously improve department service.
- Communicate clear and consistent messages regarding front office goals.
- Participate in developing corrective action plans based on comment card reviews and guest satisfaction results.
- Emphasize guest satisfaction in all department meetings.
Ensuring Exceptional Customer Service
- Provide service beyond expectations to achieve customer satisfaction and retention.
- Improve service quality by understanding guest needs and providing guidance, feedback, and coaching.
- Set a positive example for customer relationships.
- Demonstrate outstanding hospitality skills.
- Empower employees to provide excellent customer service.
- Interact with customers to obtain feedback on product quality and service levels.
- Provide feedback to employees based on observation of service behaviors.
- Handle guest problems and complaints efficiently.
Managing Projects and Policies
- Implement customer recognition/service programs and ensure the process is communicated.
- Ensure compliance with all front office policies, standards, and procedures.
- Monitor adherence to all credit policies and procedures to reduce bad debts and refunds.
Additional Responsibilities
- Provide information to supervisors and coworkers via telephone, written, email, or in person.
- Analyze information and evaluate results to select the best solution and solve problems.
- Notify and/or update relevant information to executives, coworkers, and subordinates.
- Perform Front Office Manager duties in their absence.
- Communicate important pre and post meeting information to front office staff.
- Attend department meetings.
About EDITION
- EDITION combines the vision of boutique hotelier Ian Schrager, world renowned luxury service, and Marriott International's global reach.
- Targets sophisticated, knowledgeable consumers who seek quality, creativity, design, and service without a one size fits all hotel experience.
- Offers a workplace that inspires, challenges, and provides pride; seeks passionate, sincere, and genuine talent.
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