- This position has approximately 4 supervisor direct reports and 30 hourly indirect reports.
- Manage the day to day operations of Front Desk, Front Services, Service Express and Guest Services.
- This position carries out supervisory responsibilities in accordance with the organization's policies, procedures and applicable laws.
- Interview, hire, process references including new hire paperwork to company standard, for all Front Office staff in compliance with state and federal laws and company policy.
- Set specific goals and objectives for all the employees in the Front Office.
- Establish and communicate performance criteria to all employees and reinforces specific performance goals with subordinate employees, and provide feedback.
- Appropriately disciplines and create performance improvement plans for employees, for any performance related issues.
- Maintain proper staffing levels for all operating departments according to hotels' business levels.
- Review with managers and staff the schedules on a weekly basis to ensure business needs and budgeted levels are being met.
- Communicates with team members, both verbally and in writing, to answer questions and provide clear direction in advising and instructing staff in details of work, policies and procedures.
- Provides timely and real-time feedback to management and hourly associates on service and operational standards; including feedback on all levels of service and operational details.
- Adhere and have a complete understanding of the Safety Rules and Regulations.
- Plan, distribute, delegate and direct daily, weekly, monthly, quarterly and annual work assignments.
- Monitor and develop team member performance to include, but not limited to, providing supervision and professional development, scheduling, conducting counseling and evaluations and delivering recognition and reward.
Maintaining Property Standards - Providing Exceptional Customer Service
- Handles guest problems and complaints efficiently.
- Empowers employees to provide excellent customer service.
- Displays leadership in guest hospitality by exemplifying excellent customer service and creating a positive atmosphere for guest and employee relations.
Managing Profitability - Prepare employee schedules according to business forecast, payroll budget guidelines and productivity requirements.
- Work with the Front Office staff on all shifts and prioritize their work assignments.
- Processes payroll and is responsible for scheduling in line with the monthly labor budget.
- Assist in developing financial forecasts and actively participate in monthly profit and loss review meetings.
Managing and Conducting Departmental Activities - Celebrates successes and publicly recognizes the contributions of team members.
- Establishes and maintains open, collaborative relationships with employees.
- Ensures employees are treated fairly and equitably.
- Provides feedback to employees based on observation of service behaviors.
- Supervises employee's ability to execute departmental and property emergency procedures.
- Ensures disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
- Ensures property policies are administered fairly and consistently
Major areas of responsibility include but are not limited to: - Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Anticipate guest needs, respond promptly and acknowledge all guests, however busy and at any time of day.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Ensure all in-house group activities, locations and times set and communicate to staff.
- Maintain a working knowledge of all hotel and departmental policies and procedures.
- Empowers associates to provide excellent customer service.
- Ensures on-going communication occurs in all areas of responsibility to create awareness of business objectives, awareness of expectations and recognition of exemplary performance.
- Assist in monitoring and developing team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations, providing professional development and delivering recognition and reward.
- Ensure brand required and service programs are in place and executed properly.
- Communicates with key departments (Housekeeping, engineering, Food & Beverage, reservations, Sales and event planning) to ensure luxury 4 Diamond guest experience from arrival to departure.
- Communicate closely with housekeeping and maintenance regarding discrepancies and ensure a luxury 4 diamond experience quality of Front Office.
- Respond to all guests' requests, problems and concerns presented in person or through comment cards, letters and/or phone cals, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
- Work with Front Office Staff on all shifts and prioritize their work assignments.
- Ensure Marriott Rewards account number is associated with frequent guests accounts and enroll those guests are not already members
Qualifications and Requirements - Experience in elevated guest service (4-5 Diamond, 4-5 Stars) highly preferred..
- Degree in Hotel Management preferred.
- Knowledge of effective office organizational practices.
- Ability to customize approach to conveying complex information and ideas to others in a convincing and engaging manner; appropriately interprets verbal and non-verbal behavior; and models active listening to ensure understanding.
- Ability to lead and participate as a member of a team to move the team forward.
- Strong team player and able to motivate a team.
- Excellent written and verbal communication skills(English).
- Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
- Must be able to multitask and prioritize departmental functions to meet deadlines.
- Maintain regular attendance in compliance with the handbook policies.
- Maintain high standards of personal appearance and grooming, which include wearing nametags.
- Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
- Complete designated cashier and closing reports in the property management system.
- Count bank at the beginning and end of each shift. Balance and drop receipts according to accounting specifications.
- Perform other duties as requested by management.
- Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
- Proven ability in leading and motivation people.
- Understanding Financial Statements (P&L).
- Knowledge of Light Speed and GXP preferred.
- Understanding of Budgeting procedures for all Front of the House departments.
- Excellent knowledge of forecasting.
- Understanding purchasing and cost control procedures.
EDUCATION & PHYSICAL REQUIREMENTS - High School diploma or GED; 5 years of experience in the Guest Services, Front Desk, or related professional area.
- 2-year degree from an accredited University in Hotel and Restaurant Management, Hospitality or Business Administration preferred.
- Experience in the hospitality industry preferred
- Experience in 4 Diamond Rated Hotel preferred
- Opening hotel experience preferred.
- Demonstrated skills in supervising and leading an operations team to revenue goal achievement
- Must be able to walk/stand for long periods of time
- Excellent communication skills
- Must be able to work days, nights, weekends and holidays.
- Constant standing and walking throughout shift
- Occasional lifting and carrying up to 30 lbs
- Occasional kneeling, pushing, pulling, lifting
- Occasional ascending or descending ladders, stairs and ramps
- Frequently use hands for keyboard and arms to reach.
LICENSES/ CERTIFICATIONS: - Valid driver's license required.COMMUNICATION REQUIREMENTS:
- Able to communicate effectively in English/Spanish preferred, both verbally and in writing.
- Able to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.
EOE/M/F/D/V/SOWe participate in E-Verify
Source: Hospitality Online
-
Office Sales Manager
4 days ago
A-max Insurance Services Inc Anaheim, CA, United StatesAbout A-MAX: · A-MAX Auto Insurance focuses on our customers and provides them with affordable auto insurance. We are looking to invest in top talented individuals who enjoy going above and beyond to help our customers. We created the MaxRespect Initiative, which is our pledge t ...
-
Office Manager
2 weeks ago
AAMCO Transmissions and Total Car Care Anaheim, United StatesJob Description · Job DescriptionOFFICE MANAGER · This candidate would alternate between four stores with the ability to work in a different store each day. All four are within 5 to 10 miles of each other. Orange County, Ca · DUTIES: · Reconcile statements, returns, cores, etc · ...
-
Office Manager
2 weeks ago
Pacific Power Solutions Anaheim, United States**Overview**: · **About Pacific Power Solutions (PPS)**: · The company has a central operations center in Southern California and a growing team of highly trained technicians to provide skilled in-the-field O&M services for Commercial, Industrial and Utility customers at site loc ...
-
Office Manager
1 week ago
Quick Fix - The Sliding Door Repair Company Anaheim, United StatesPay: $ $26.00 per hour · Expected hours: 40 per week · **Benefits**: · - 401(k) · - Dental insurance · - Health insurance · - Paid time off · - Retirement plan · - Vision insurance · Schedule: · - 8 hour shift · Ability to Relocate: · - Anaheim, CA: Relocate before starting work ...
-
Business Office Manager
3 weeks ago
Reliant Management Anaheim, United States**Business Office Manager** · **What We're Looking For**: · We are seeking to hire a self-motivated, efficient, responsible Business Office Manager, with Skilled Nursing Facility experience, who will be overseeing all business office functions and ensuring policy and procedure co ...
-
Assistant Front Office Manager
3 weeks ago
The Westin Anaheim Resort Anaheim, United States**_DISCOVER WHAT IT MEANS TO RISE At The Westin Anaheim Resort, discover a place where you're given a choice to not just get up and go to work, but to RISE. To work together to enhance the well-being of our guests and our communities._**: · **Perks**: · Medical, Dental & Vision I ...
-
Dental Office Assistant Manager
9 hours ago
BRIGHTAL DENTAL GROUP Anaheim, United StatesWe are looking for a competent dental assistant who will make the dentist's office more efficient and pleasant for patients. You'll ensure excellent customer service and lift administrative and basic dental tasks off the dentist's shoulders. Dental assistants should be well-organ ...
-
Administrative Assistant
2 weeks ago
Ultimate Staffing Anaheim, United StatesActs as the point of contact among executives, employees, families, and other external and personal partners for the chairman. This assistant must have the ability to manage information flow in a timely, organized, and accurate manner and contribute to the efficiency of the execu ...
-
Biller
1 day ago
Reliant Management Anaheim, United StatesReliant Management - Reliant Management Group is an established Medical Billing/Consulting Complant providing serives to Skilled Nursing Facilites. We are looking for a EXPERIENCED SNF (Skilled Nursing Facility) MEDICAL BILLER who can work independently and effienctly but also wo ...
-
Department Manager
1 week ago
The Chicago School of Professional Psychology Anaheim, United States Full timeDescription · : Reporting to the college Director of Academic Operations, the Department Manager is responsible for supporting assigned faculty and Chairs in their programs' efficient and effective operations. Serving as the hub of academic affairs logistics for assigned program ...
-
VP, Sales IT Consulting/Professional Services
3 weeks ago
Right Executive Search, LLC Anaheim, United StatesVP, Sales IT Consulting/Professional Services · Main Vertical Focus: Capital markets, banking and insurance, mortgage and lending. · Hybrid. Office Location options: Irvine, CA; Dallas, TX; Portland, OR, Washington, DC metro. · Please note: This is a hunter role with approx 75% o ...
-
Biller
3 days ago
Reliant Management Anaheim, United StatesReliant Management - Reliant Management Group is looking for a biller with experience in skilled nursing. · Biller Responsibilities: · Manage account balances to discover outstanding debts or other inconsistencies · Collect all information needed to calculate bills receivable (o ...
-
Purchasing Assistant
3 days ago
ATI Restoration Anaheim, United States Full timeJob Description · ATI Restoration, LLC. (ATI) is a national leader in construction restoration. ATI takes pride in assisting all of our customers and clients -- no project is too big or too small. As part of our national expansion efforts, we are adding to our teams. We have an ...
-
Outside Sales Representative
3 weeks ago
Aquabella Tile Anaheim, United StatesAquabella Tile is a nationwide authority of premium porcelain tile, glass tile, and stone pavers and coping products primarily used for pool, spa and backyard entertainment. · We are currently seeking an individual to fill a position for an Outside Sales Representative based out ...
-
SEEKING FT School-Based Psychologist
1 day ago
Soliant Anaheim, United StatesMinimum 1+ years school psychologist experience required. · School-based Psychologist · Location: Fullerton, CA · Start: 24/25 School Year · Job Type: Onsite · A great schoolis now looking to hire a school psychologist (PSYCH). The director is ready to review resumes and intervie ...
-
Manager, Purchasing
4 weeks ago
American Woodmark Anaheim, United States Full timeAmerican Woodmark is one of the nation's largest cabinet manufacturers. By partnering with major home centers, builders, and dealers, we spark the imagination of homeowners and designer and bring their vision to life. Across our service and distribution centers, our corporate off ...
-
Client Officer
1 week ago
City National Bank Anaheim, United States Full timeCLIENT OFFICER - Southern California locations This position is a common role that is generally open and available at any given time. If a role is currently available and you meet the qualifications, you will be contacted. You may also be contacted at a later date if the role is ...
-
Project Manager
4 days ago
American Equipment Anaheim, United States Full timeJob Type Full-time Description American Equipment Holdings , is one of the leading overhead crane solutions providers in the United States. Over the years, our ability to grow and set ourselves apart from the competition is the result of a tried and true philosophy – take care ...
-
Lead Sales Associate
6 days ago
Goodwill of Orange County Anaheim, United States*Must have prior supervisory experience* · PURPOSE OF POSITION: · To assist in managing retail store operations to achieve store revenue and expense goals. Position provides back up to the Store Manager and Assistant Store Manager in their absence. Primary areas of responsibility ...
-
Director of Campus Communications
1 week ago
InsideHigherEd Anaheim, United States Administrative Jobs ,Classification Title:Director, Campus Communications · Job Title:Director of Campus Communications · Position Number:FCM988 · Location:Fullerton College · Department:FC Campus Communications · Percentage of Employment :100% · Months of Employment :12 Months Per Year · Work Schedu ...
Assistant Front Office Manager - Anaheim, United States - The Westin Anaheim Resort
Description
JOB OVERVIEW:
Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Front Desk, Service Express, Guest Services and Front Services. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.
WORK REQUIREMENTS:
Assistant Front Office Manager Responsibilities
