An Assistant Front Office Manager at Shore House assists in supervising the Front Office Team to ensure that Team Members are prepared and well-informed to deliver Guests an exceptional experience from check-in through check-out.
What will I be doing?
As Assistant Front Office Manager, you will assist in supervising the Front Office Team to ensure that Team Members are prepared and well-informed to deliver Guests an exceptional experience from check-in through check-out. An Assistant Front Office Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
Manage all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
Directs all activities of the employees and ensures communication and follow-up on any problems, guest requests, or special requirements.
Interviews, trains, and schedules the staff, conducting Performance Evaluations and disciplining staff when needed.
Reviews and monitors the schedules of staff under their responsibility, frequently touring the hotel to ensure maintenance and upkeep.
Monitors employee activities to assure that standards are being met, staff is being supported, and guest needs are being met.
Resolves customer complaints from all areas of the hotel with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
Assists customers in all inquiries related to hotel services, hours of operations, key hotel personnel, in-house events, directions, etc., through in-person and phone interactions.
Coordinates arrivals, departures, and billing requirements, ensuring resolution of any discrepancies.
Assures that all financial and credit procedures are followed, including daily follow-up on credit problems and review of financial transactions.
Takes swift and effective action in any hotel emergency or safety situation.
Arranges luggage delivery to guest rooms, issues correct keys, and collects keys and late charges upon guest checkout.
Manages and tracks all guest packages accurately and settles bills accurately through credit card or cash transactions.
What are we looking for?
Assistant Front Office Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviors, skills, and values that follow:
Previous supervisory experience in Front Office within the hotel/leisure/retail
High level of IT proficiency
High level of commercial awareness and sales capabilities
Excellent leadership, interpersonal and communication skills
Accountable and resilient
Commitment to delivering a high level of customer service.
Ability to work under pressure.
Excellent grooming standards
Flexibility to respond to a variety of work situations.
Ability to work on your own and as part of a team.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands . Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
Salary Range: The annual salary range for this role is $58,000.00 - $99,000.00 and is based on applicable and specialized experience and location.
