Assistant Front Office Manager - Waldorf Astoria Las Vegas
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- 1 day ago Post Date
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- HOT0C6O8 Requisition #
An Assistant Front Office Manager is responsible for assisting in the direction and administration of Front Office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability.
What will I be doing?
As an Assistant Front Office Manager, you would be responsible for assisting in the direction and administration of Front Office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:
- Assist in the management of 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
- Assist in monitoring and developing team member performance to include, but not limited to, providing supervision, conducting counseling and evaluations and delivering recognition and reward
- Recruit, interview and train team members
- Assist in monitoring and assessing service and satisfaction trends, evaluate and address issues and make improvements accordingly
- Oversee the VIP guest process including, but not limited to, reviewing VIP reservations and ensuring smooth check-in/check-out
- Assist with up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
• Operate the Front Office properly, efficiently, and with profitability
• Supervise and assist Guest Service Agents, Concierge, and Personal Concierge with their duties if necessary
• Oversee Front Services operation to ensure seamless coordination of luggage storage and delivery, package handling, and valet parking services
• Enforce company, hotel, and departmental policies and procedures
• Ensure a warm and genuine arrival and departure experience in compliance with Forbes Five-Star standards
• Coordinate guest experiences with other departments in a cooperative manner
• Effectively communicate information and guest requests to all relevant departments
• Personally welcomes guests in VIP categories as well as repeat guests; recognize and anticipate their individual needs
• Ensure that guest history records are accurately maintained and all repeat guests preferences are met
• Perform aspects of human resources and training functions, including counselling, coaching, training, developing, disciplinary actions, etc., for Guest Service Agents, Concierge, Front Services, and Personal Concierge
• Ensure and maintain a very high standard of personal hygiene, behaviour and grooming standards of staff
• Handle and document all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily
• Spend time in all hotel public areas periods to ensure that the area is managed well by the respective team
• Leads and coaches the team to achieve departmental goals, such as the upsell program, engagement in the Hilton Honors loyalty program, and internal concierge bookings
• Strategically manage room inventory to provide a positive guest experience, while maximizing occupancy and overall profitability
• Identify quality improvement trends and effectively communicates issue to the Front Office Manager
• Independently own and execute special projects to enhance guest experience, hotel revenue/profitability, or employee engagement
• Perform any other reasonable duties as required by the Front Office Manager
What are we looking for?
Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:
- Hospitality - We're passionate about delivering exceptional guest experiences.
- Integrity - We do the right thing, all the time.
- Leadership - We're leaders in our industry and in our communities.
- Teamwork - We're team players in everything we do.
- Ownership - We're the owners of our actions and decisions.
- Now - We operate with a sense of urgency and discipline
In addition, we look for the demonstration of the following key attributes:
- Quality
- Productivity
- Dependability
- Customer Focus
- Adaptability
Requirements
Mandatory
• 1 year of management experience within a luxury environment
• Strong verbal and written communication skills in the English language
• Ability to multi-task
• Fully flexible schedule with ability to work all shifts (including overnight) with varied days off
• Strong knowledge of front office operations, including cashier and reception
• 6 months of Front Services experience (Valet, Bell, or Doorperson) in either a line-level or supervisory capacity
• Ability to work well in a team environment
• Ability to stand for extended periods of time
• Computer literacy which is not limited to: Excel, Power Point and Word
• Professional appearance and demeanour
Preferred:
• Bachelor's degree in Hospitality Management or a related field
• 2 years of management experience within Front Office
• Fluency in a secondary language
• OnQ Experience
Each of the items listed is considered an essential function of the position. However, the duties, responsibilities and requirements presented in this job description are intended to be broad based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position. The Company reserves the right to alter the duties and responsibilities of the position.
It is Company policy to comply with the Americans with Disabilities Act, including by providing reasonable accommodations that do not constitute an undue hardship on the Company. Employees or applicants should direct requests for accommodation to Director of Human Resources.
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!