Assistant Front Office Manager

Hotel Assistant Front Office Manager

Job Description

A Pearl Assistant Front Office Manager reports directly to the Director of Front Office and is responsible for creating leaders and fostering the Pearl culture within the Front Office department for The Westin Houston Medical Center. A Pearl Assistant Front Office Manager must ignite the human spirit by creating unrivaled hospitality experiences fueled by fun, enthusiasm and compassion that challenge each person to unlock their own potential.

The Assistant Front Office Manager is co-responsible for the successful operation and administration of the Front Office and coordination and organization of the overall hotel. The Assistant Front Office Manager must ensure that all hotel aspects are continually balanced, while focusing on providing exceptional customer satisfaction by continually training on our Pearl touch points of the hotel and ensuring associate focus on our touch points at all times. All hotel operations must be executed at the highest level of professionalism and courtesy.

The Assistant Front Office Manager must drive results through effective training, coaching, leading, motivating, empowering and following through with all the associates. The Assistant Front Office Manager must ensure maximization of profitability by yielding the highest RevPar possible. The Assistant Front Office Manager must ensure that our associates and our customers are treated with the utmost respect at all times since they are the key to our success.

Responsibilities – (not limited to)

• Foster the Pearl culture
• Passion and commitment to the business at an ownership level
• Oversee Guest Services to inspire loyalty and maximize profitability
• Manage guest relations in the most positive and effective manner
• Ensure compliance with brand standards as well as Pearl standards and procedures
• Ensure that all department associates maintain hotel cleanliness, maintenance and asset management
• Maintain effective and open communication
• Foster teamwork
• Must possess high energy, professionalism and confidence every day and in every way
• Be a highly motivated and enthusiastic leader
• Participate in Pearl required daily and weekly meetings with enthusiasm and commitment to success
• Train department associates to deliver the highest performance
• Must be compliant of brand standards and Pearl standards and procedures
• Comply with attendance rules and be available to work on a regular basis
• Must always be able to conduct daily business with integrity and be ethical
• Must comply with security controls for cash and shift drops
• Train all personnel to deliver the best product at the highest brand and procedural standards
• Proactively monitor guest satisfaction and effectively increase scores in each area
• Interact positively with customers and take action to resolve issues to maintain high guest satisfaction
• Assists Front Desk as needed with unresolved issues which arise and takes a hands-on approach
• Reviews pass-on log and security log for issues which need action
• Ensures all front desk check lists are fully completed and executed each shift
• Performs the function of Front Office Manager when the Manager is not present
• Operational knowledge of reservation and national sales process
• Ensure approved uniforms are always being worn with nametags
• Must maintain a safe working environment through ongoing compliance of safety guidelines
• Treat guests, associates, vendors and co-workers with professionalism and respect always
• Ensure emergency procedures are understood by all through ongoing training and documentation
• Must monitor guest satisfaction scores, respond appropriately, and maintain scores to goals
• Perform other tasks that are deemed necessary to the success of Pearl, the hotel and the associates

Qualifications – (not limited to)

• At least 4 years' experience in the Hotel Front Office
• 2 years minimum as a Supervisor or Assistant Front Office Manager in other Full-service hotel chains.
• Able to successfully prioritize, delegate, organize and multi-task
• Excellent Written and verbal communication skills
• Ability to effectively evaluate the work performance of Front Desk Staff and provide ongoing training
• Must be able to coach and counsel and provide clear and concise direction
• Must be able to work well under pressure and meet or beat deadlines
• Desire to be in Leadership for self and others
• Ability to manage time skillfully
• Ability to make decisions using tact and diplomacy
• Ability to work well under pressure.
• Working knowledge of various computer software programs (Office Suite), MS Office, Outlook, Excel, GSuite, Birchstreet, etc.

Physical Requirements - (not limited to)

• Must be able to lift, push, pull, and carry up to 75 lbs.
• Must be able to stand for 6-8 hours, stoop, bend, crawl, reach above and below shoulders, repetitive arm and wrist use, climb ladders and stairs, and walk on uneven surfaces.
• Must be able to operate motor vehicle using safety precautions.
• Must be able to recognize, register, and respond visually to color and depth perception.
• Must be able to communicate verbally and in writing.
• Must be able to work indoor, outdoor, in extreme heat and cold.
• Must be able to work around moderate noise level.