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Requisition Number 17-0166
Post Date 11/28/2017
Title Asst. Front Office Manager
City New Orleans
State LA
Description

Summary
The Assistant Front Office Manager assists to oversee and supervise all aspects of Front Office including the Front Desk and Communications Department by performing the following duties.

Essential Functions
To perform the Assistant Front Office Manager position successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties & 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

Requirements

Competency
To perform the Assistant Front Office Manager position successfully, an individual should demonstrate the following competencies:

•  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        

Qualifications
The requirements listed below are representative of the knowledge, skills and abilities required for an individual to successfully perform the duties and responsibilities of the Assistant Front Office Manager position:

Language Skills

•  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

Math Ability

•  Calculate figures and amounts such as discounts, interest, commissions, proportions and percentages

•  Apply concepts of basic algebra and geometry

Reasoning Ability

•  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

Supervisory Responsibilities

•  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

Physical Demands

•  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

Work Environment

•  The noise level in the work environment is usually moderate

•  The position is located in an indoor, office setting where the temperatures settings are controlled

Position Status and Availability

•  Available to work a full-time, flexible (AM or PM) shift, Monday – Sunday including holidays

Education and Experience

•  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

 

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An Equal Opportunity Employer