Job Description
Job Description: Asst. Front Office Manager
FLSA Designation: Exempt
Department: Front Office
Reports to: Rooms Manager
Company Profile:
Here at DoubleTree by Hilton- Greenway Plaza, we cherish our unique Brand Personality, CARE. Your role as team member of DoubleTree by Hilton- Greenway Plaza would be to exemplify all of the standards we uphold, as all things hospitality is our business. We encourage you to explore our career opportunities here at DoubleTree by Hilton- Greenway Plaza as we recognize our Team Members are the key to our guest unforgettable experience.
Job Summary:
Working in conjunction with the Front Office manager to ensure guest service standards of the guest arrival, departure, and any other guest contact experience are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.
Duties/Responsibilities:
- Computer literacy and financial management a must.
- Advanced knowledge of brand’s reward program.
- Able to handle cash and credit transactions.
- Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
- General knowledge of local area attractions and transportation.
- Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
- Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited to the following statues and their comparable state and local laws.
- Able to establish and maintain effective working relationships with associates and customers.
- Act as Manager on Duty per schedule.
- Able to make sound business decisions and take action quickly based on previous experience and good judgment.
- Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning.
- Command of the English language both written and verbal.
- Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
- Implement company and franchise programs.
- Prepare forecasts and reports and assist in the development of the room’s budget.
- Monitor and maintain the front office systems and equipment to ensure their optimum performance.
- Track guest satisfaction surveys and maximize usage of the guest response tracking system.
- Interview, hire, train, develop, resolve problems, provide open communication and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals.
- Ensure all Front Office Quality Standards are complied with and are consistently applied.
- Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
- Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
- Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
- Regular attendance in conformance with the standards is essential to the successful performance of this position.
- Comply with attendance rules and be available to work on a regular basis.
- Perform any other job related duties as assigned.
- Some lifting may be required. This position may require 75%+ or more of time on their feet.
- Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including Holidays and weekends) to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.
Physical Requirement's:
Some lifting may be required. This position may require 75% or more time on their feet
What we offer:
After an initial waiting period, those hired into full time positions are eligible for a competitive benefits package that includes the following:
- Medical, Dental, and Vision Coverage
- 401K
- Paid Time Off
** Bluesky Hospitality Solutions is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected
Characteristics. ***
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Weekend availability
Work Location: In person