Assistant Front Office Manager - Austin, United States - Embassy Suites

Embassy Suites

Verified Company

Austin, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

City, State:
Austin, Texas

The purpose of the Assistant Front Office Manager is to consistently deliver results that contribute to overall success of the hotel and the department by accomplishing performance objectives linked to revenues, business effectiveness and efficiencies and delivering exemplary customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Works with the hotel Front Office Manager, Assistant General Manager and General Manager to achieve and exceed guest satisfaction scores in all areas of the hotel.
Responsible for satisfaction scores for the front desk operations. Addresses any deficiencies in the area immediately.
Works with the corporate training department to develop action plans as necessary to achieve expected guest satisfaction scores.
Effectively trains guest service agents on proper front desk procedures.
May prepare weekly schedules for front office staff.
Address performance deficiencies of front office staff through coaching and disciplinary actions.
May be responsible for posting weekly guest satisfaction scores for hotel associates to see and review.
Ensures guest service agents are in compliance with clean, neat uniforms and name badges.
Required reports are timely and of a quality that can be shared with corporate.
Work directly with the Guest Service Manager and Assistant General Manager to ensure rates are accurate and monitored daily.
Is proficient at managing inventory in the property management system.
Frequently reviews work generated by the night auditor.
Maintains regular attendance and is consistently on time.
Maintains high standards of personal appearance and grooming, which include compliance with the dress code.
Performs any other duties as requested by supervisor.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties of the position.

DESIRED COMPETENCIES, WORK SKILLS, AND KNOWLEDGE

To perform the job successfully, an individual should demonstrate the following competencies. Other competencies not listed may be required for specific positions. The requirements listed below are representative of the knowledge, skills, and/or abilities required.

Associate demonstrates ORGANIZATIONAL SUPPORT

Observes and adheres to safety and security procedures, promoting a safe work environment.
Ensures new hires complete new hire orientation.

Associate demonstrates INITIATIVE

Seeks out new assignments and assumes additional duties when necessary.
Able to reach effective solutions, poses good questions, consults helpful resources, and does not stop at the first answer he/she comes across.

Associate demonstrates exemplary DEPENDABILITY / RELIABILITY

Can be relied upon regarding task completion and follow up.
Ensures work responsibilities are covered when absent.

Associate demonstrates ACCOUNTABILITY for their job performance

Takes ownership of all work performed and communicated.
Completes tasks on time or notifies appropriate person with an alternate plan.

Associate demonstrates acceptable PRODUCTIVITY standards

Organizes resources, performs tasks, and coordinates with other functions to most effectively and efficiently perform work responsibilities and accomplish objectives on a timely basis.
Assists department in exceeding productivity standards.

Associate demonstrates effective PROBLEM SOLVING

Identifies and resolves problems in a timely manner, using intuition and experience to complement data.
Gathers and analyzes information skillfully.

Associate demonstrates WORKPLACE RESPECT to all associates

Demonstrates knowledge of EEO policy and promotes a harassmentfree environment.
Shows respect and sensitivity for cultural differences.
Able to build morale and group commitments to achieve goals and objectives.

Associate demonstrates effective ORAL /WRITTEN COMMUNICATION

Practices attentive and active listening with all employees.
Listens without interruption and gets clarification.
Actively participates in meetings, contributing ideas to improve the company.

Associate demonstrates excellent CUSTOMER SERVICE SKILLS

Solicits customer feedback to improve service.
Personally demonstrates a commitment to customer service by anticipating and responding promptly to guest needs.

Associate demonstrates effective FINANCIAL MANAGEMENT skills

Monitors and controls labor costs.
Seeks approval for overtime, if required.

Associate effectively MANAGES PEOPLE

Provides regular performance feedback and proactively addresses performance concerns of staff.
Develops staff so that successful customer service scores are achieved.

EDUCATION AND EXPERIENCE REQUIREMENTS:

Bachelor's degree (B. A.) from fouryear college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

QUALIFICATIONS