Assistant Front Office Manager

AN INSPIRING CAREER AWAITS YOU!

The Kessler Collection is made up of 11 artful hotel and resort properties, 25 restaurants, and over 1,700 Grand Performers across seven states, we continue to grow and so will you! The opportunities are endless. Our mission of inspiring places, intuitive service, and exuberant guests means we are committed to our Grand Performers learning, development, and well-being.

We believe people want to be inspired!

Our Grand Performers Receive Many Benefits Including:

• Marriott Employee Discounts Worldwide
• Competitive Wage & Discretionary Bonus Program
• Medical, Dental, Vision Insurance
• Company-Sponsored Life Insurance
• Short & Long-Term Disability Insurance
• Pet Insurance
• Tuition Reimbursement Program
• 401(K) with Discretionary Company Matching Contributions
• Employee Assistance Program

JOB SUMMARY

The overall objective and purpose of the Assistant Front Office Manager are to support the Front Office Manager by leading the team in executing guest service-related responsibilities in order to create an exceptional experience for our guests. The incumbent is responsible for providing hospitable service involving all guest interactions, anticipating their needs, solving problems, and coaching and training staff to exceed our guests’ expectations. They are to provide inspiring and strategic leadership while directing the activities of the Front Office in support of the mission, core values, standards, and goals established by the company.

CORE RESPONSIBILITIES

• Oversee the operations of the Front Office department, ensuring the implementation and execution of KQA and BSA standards.
• Provide hands-on training and continuous coaching to subordinates, supervising and directing the execution of service-related tasks to ensure the efficient and professional operation of the Front Office.
• Foster Grand Performer commitment to providing intuitive service and model desired service behaviors in all interactions with Guests and Grand Performers.
• Maintain the integrity of Company proprietary information and protect Company assets
• Maintain the integrity of our guests’ privacy, including confidentiality of personal information, as well as key control
• Understand and follow laws and regulations
• Maintain complete knowledge and ensure compliance with company policies and standard operating procedures.
• Plan and organize daily shifts. Effectively delegate tasks and responsibilities to subordinates, audit work for accuracy, and monitor outcomes
• Take ownership and solve problems. Provide guidance and support, empowering subordinates to solve problems and resolve guest issues
• Perform all Front Office related tasks to Company standards
• Have a thorough knowledge of the product, including room types, amenities, services, and brand standards
• Conduct effective daily stand- up meetings
• Provide ongoing recognition per the Company recognition program
• Maintain a safe work environment. Report accidents, injuries, and unsafe conditions
• Work closely with Front Office Manager, direct reports, and other departmental managers to identify and resolve operational issues
• Have a valid driver’s license and good driving record (for properties that provide valet service)
• Attend required training and meetings.
• Review GSS scores, comment cards, guest satisfaction results, and other data
• All other duties as assigned, planned or un-planned

KNOWLEDGE, SKILLS, AND ABILITIES

To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent.

• Strategic business leader - Works strategically to devise plans in alignment with organizational goals.
• Cultivates engagement - Builds loyalty to the company and not to themselves. Proven ability to host/facilitate effective meetings, motivate teams to produce results with tight timeframes while simultaneously managing several projects.
• Generates alignment - Ensures proper time and effort is spent to build high-level performance and consistency throughout collection.
• Leads with courage - Provides a culture of accountability.
• Execution of plans - Utilizes our systems, tools, and resources to accomplish results and achieve goals
• Advanced level of written, verbal, and interpersonal communication skills.
• Ability to implement and uphold service standards
• Ability to prioritize and organize work assignments
• Ability to work well in stressful, high-pressure situations
• Comprehensive knowledge of a safe work environment

MINIMUM QUALIFICATIONS

• High school diploma or General Education Degree – required
• 2+ years of relevant work experience in similar scope and title – required
• Experience within luxury brand/markets – required
• Experience with Opera – preferred

SUPERVISORY RESPONSIBILITIES

• Supervisory and leadership responsibilities include achieving results through providing direction and accountability of the following Grand Performers within the culture and policies established by the Kessler Collection.

WORK ENVIRONMENT

The work environment/conditions described herein are representative of those that an incumbent may experience.

• Must be comfortable working in a shared space, with constant noise, without the use of a private office.
• Must be able to cope with frequent changing priorities and deadlines with a high degree of optimism, professionalism & collaboration.
• Schedules may vary from week to week based on business demands in excess of or less than 40 hours with or without notice.

PHYSICAL DEMANDS

The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job.

• While performing the duties of this job, the incumbent is regularly required to move 10lbs on a daily basis.
• Push, pull, and lift up to 50lbs on a weekly basis.
• While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus, airplane or other means of transportation which require sitting, waiting, and standing for long and short periods of time.

The Kessler Collection is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics

Experience

• 1 year(s): Luxury Brand Understanding
• 1 year(s): Front Office Experience
• 1 year(s): Hotel Leadership Experience

Education

• Associates or better
• High School or better

Behaviors

• Enthusiastic: Shows intense and eager enjoyment and interest
• Functional Expert: Considered a thought leader on a subject
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Motivations

• Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work
• Job Security: Inspired to perform well by the knowledge that your job is safe
• Goal Completion: Inspired to perform well by the completion of tasks