Assistant Front Office Manager - Anaheim, United States - The Westin Anaheim Resort

The Westin Anaheim Resort

Verified Company

Anaheim, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

_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 Insurance, 401K, Free Meals, Paid Time Off and Hotel Discounts

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

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 realtime 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 inhouse 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 ongoing communication occurs in all areas of responsibility to create awareness of business objectives, awareness of expectations and recognition of exemplary performance.