Assistant Front Office Manager

Full-Time

Description

Overtime Eligible Manager role, estimated to work 45-hours per week. Wage - $27.50-$29.50/hour / Salary - $67,930-$72,860

Astra Hotel Seattle is seeking a knowledgeable and energetic Assistant Front Office Manager, who shares our passion for excellence and is enthusiastic about creating the ultimate service experience. The ideal candidate will have hotel opening experience and accustomed to establishing a culture reflective of the brand.

The Assistant Front Office Manager is consistent in delivering results that contribute to the overall success of the hotel and drives guest experience. They are responsible for the daily supervision of the front office team and fills the role of the acting Manager on Duty.

JOB OVERVIEW

Responsible for supporting the overall operations of the Front Office department to include the front desk agents and night auditors. Provides high quality guest service while generating maximum revenue for the department.

This position reports to the Front Office Manager and may be required to work a flexible schedule based on business needs that include day and evening shifts, both weekdays and holidays.

JOB DUTIES AND RESPONSIBILITIES:

• Establishes and upholds standards, policies and procedures for the Front Office team
• Handles escalated guest complaints and requests as needed while also encouraging empowerment
• Resolves issues in a manner satisfactory to both the guest and the hotel
• Works with Sales and Revenue managers regarding guests and groups
• Assists Front office team with duties when necessary to provide excellent guest service
• Hold or ensure pre-shift meetings with staff are taking place.
• Be prepared for each daily activity and review any variations with management and staff.
• Is responsible that all daily shifts are covered with adequate staff
• Communicate daily with department managers and MOD and pass on pertinent information.
• Consistently monitor the performance of team members on an on-going basis and provide feedback. Reward, discipline and document associate performance and provide timely counseling. Address team member complaints and resolve problems.
• Supervise the staff and handle any team member situation.
• Select qualified, goal and service-oriented individuals and develop these individuals with clear guidelines.
• Ensure staff is properly groomed and uniformed at all times.
• Maintain efficiency in the operation of the staff in a high standard of quality of service and courtesy, bringing total satisfaction to our guests and the hotel.
• Prepare and submit accident or injury reports when needed.
• Prepare and submit guest incident reports when needed.
• Be a Team Player and encourage the teamwork attitude among staff.
• Ensure all guests who experience a problem receive an appropriate response, any promised compensation is delivered, and an appropriate follow up in a timely and professional manner.
• Carries out supervisory responsibilities in accordance with hotel policy and applicable laws.
• Promote open channels of communication between all hotel departments.
• Facilitate/ensure new hire training.
• Facilitate/ensure departmental modules based on brand or property training; continually monitor, evaluate, and revise training content to reflect changes in the process; address the needs identified by associates.
• Conduct inspections of work areas regularly and address items that need attention.
• Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
• Notify management of any pertinent information related to shift activities.
• Determine the requirements for and the follow up on special groups, VIPs, etc.
• Follow supervisor’s instructions and completes other duties as directed or assigned.
• Implement and maintain brand and property specific activities that enhance guest experience.

BENEFITS:

• Medical (Anthem)
• Dental (Aetna)
• Vision (VSP) and Life (The Hartford)
• Voluntary Benefits including Accidental, Critical Illness, Hospital Indemnity, Supplemental Life (The Hartford)
• Accidental Death & Dismemberment Insurance
• Voluntary Short & Long-Term Disability
• 401K Retirement Benefits with 4% match and immediate 100% vesting (Transamerica)
• Commuter – 40% subsidized
• $10 meal credit / per day worked
• Financial Coaching
• Exercise/Gym Discounts
• Weight Management/Healthy Eating Programs
• Nursing Mothers Programs
• Mental Health Support Tools
• Career Development
• Education Assistance Program
• Employee Assistance
• Holiday pay/Vacation and Sick Pay (Seattle PSST)
• Room Discounts with any Marriott Brand Hotel (31 different brands globally)
• Additional Room Discounts for select hotels within portfolio
• Other Travel Discount Programs
• Two pairs of slip resistant shoes a year

JOB REQUIREMENTS:

• Minimum of 3 years’ Guest Service Experience, preferably in hotel
• Minimum of 1-year Hotel Front Office Supervisor Experience in a full-service property
• Must be able to work nights, weekends and holidays

Astra Seattle is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. If you need accommodation for any part of the application process because of a medical condition or disability, please call (206) 693-6040 or email Deanne Shawley at deanne.shawley@astrahotelseattle.com to let us know the nature of your request.