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Hotel Assistant Manager (Assistant Front Office Manager)

The Garland Los Angeles, CA
  • Depends on experience
  • Full Time
  • Health Insurance, Dental Insurance, Vision Insurance, 401K / Retirement, Ask Us!, Employee Discounts
  • Employer Very Likely to Respond

THE GARLAND

Position:      Hotel Assistant Manager

Department: Front Office

Division:      Rooms

Position Purpose:

Assist in the oversight and management of the daily operation of the Front Office department.

Essential Job Functions:

  • Oversee all functions of the Guest Services department, including Guest Service Agents, Bell Stand, and PBX
  • Maintain a complete knowledge of and comply with all hotel/departmental policies/service procedures/standards
  • Handle guest issues and provide service recoveries to ensure guest satisfaction
  • Anticipate guest’s needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
  • Communicate any specific requests or guest issues to appropriate departments and follow up with guests
  • Maintain positive guest relations at all times
  • Conduct pre-shift meetings to educate Guest Services team on the hotel’s daily events and operations
  • Monitor functions in the Guest Services department to evaluate effectiveness, and implement new processes where needed
  • Ensure that all payment is received, corresponding with the Accounting and Revenue Management departments when necessary
  • Responsible for weekly employee scheduling, basing off of business demand
  • Responsible for ordering of all Front Office supplies and employee uniforms
  • Maintain complete knowledge at all times of:
    • All hotel features/services, hours of operations
    • All room types, numbers, layout, décor, appointments and locations
    • All room rates, special packages and promotions
    • Daily house count and expected arrivals/departures
    • Room availability status and rate for any given day
    • All hotel departmental policies and procedures
  • Access all functions in the Property Management System (Opera)
  • Ensure current information on rates, packages and promotions is available to the front desk
  • Supervisory duties to include performance evaluations, coaching and counseling of associates, and scheduling of staff
  • Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees
  • Conduct a formal training program on the required job functions with criterion expected and department orientation for new trainees.       Conduct ongoing training with existing staff
  • Review all resumes for arriving groups; organize and coordinate master accounts and check-in/pre-registration procedures
  • Monitor group VIP’s and verify that they are registered and treated in accordance with hotel standards
  • Monitor arrival/event patterns and evaluate business demands to create the weekly employee schedule
  • Assist staff with their job functions to ensure optimum service to the guests
  • Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations
  • Ensure the security of guest room access
  • Anticipate sold-out situations and know how many rooms are overbooked – handle overbooked or “walked” guests
  • Document all pertinent information to the appropriate department via e-mail
  • Complete all paperwork and closing duties
  • Perform other duties as assigned

Position Requirements:

  • Ability to work independently & under pressure
  • Must have good judgment, problem solving, and decision-making skills
  • Organization and time management skills
  • Service oriented
  • Good oral and written communication towards guests, supervisors, peers, and/or subordinates
  • Able to guide, direct, and motivate subordinates.
  • At least 1 or more years of supervisory experience in the hospitality industry
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