Assistant Front Office Manager

Job Category: Front Office

Location: Lexington, Kentucky

Schedule: Full-Time

Job Number:

Brand: Marriott

Position Type: Management/Exempt

Job Description

NorthStar Hospitality, a member of the Greer Companies, is a family-owned hospitality and commercial real estate development company headquartered in Lexington, Kentucky.

Greer Companies has developed, owned and operated over 60 full service independent and national chain restaurants, and several fine casual eateries. It is also a franchisee and operator of multiple hotel chains including: Marriott, Hilton and InterContinental.

Job Summary

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and associates to carry out procedures ensuring an efficient check in and check out process. Ensures guest and associate satisfaction and maximizes the financial performance of the department.

Core Work Activities

Supporting Management of Front Desk Team

• Assists FOM when employees call out.
• Supports FOM and works as a team.

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Supervises and manages associates. Managing all day-to-day operations. Understanding associate positions well enough to perform duties in associates' absence.
• Ensures associate recognition is taking place on all shifts.
• Establishes and maintains open, collaborative relationships with associates.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize, organize, and accomplish your work.

• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

• Strives to improve service performance.

• Collaborates with the Front Office Manager on ways to continually improve departmental service.

• Communicates a clear and consistent message regarding the Front Office goals to produce desired results.

• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.

• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Serves as a role model to demonstrate appropriate behaviors.

• Sets a positive example for guest relations.

• Displays outstanding hospitality skills.

• Empowers associates to provide excellent customer service.

• Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

• Provides feedback to associates based on observation of service behaviors.

• Handles guest problems and complaints effectively.

• Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.

• Ensures compliance with all Front Office policies, standards and procedures.

• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Physical Activities and Requirements

• Frequently move and transport objects weighing less than or equal to 40 pounds without assistance and in excess of 40 pounds with assistance.
• Regularly repositions self to collect objects from floor and overhead level.
• Must stay in a stationary position and/or move for extended periods across an entire work shift.
• Constantly determines accuracy, neatness and thoroughness of assigned work and inspects facilities or structures.
• Frequently communicates and exchanges information with co-workers, including in environments with moderate noise levels.

Performs other duties as assigned and needed.

NorthStar Hospitality is committed to hiring a diverse workforce and sustaining and inclusive culture providing equal opportunities to associates and applicants for employment without regard to race, color, religion, gender, national origin, marital status, genetic information, age, disability, sexual orientation, gender identity or status as a Vietnam-era or special disabled veteran in accordance with applicable federal laws In addition, NorthStar complies with applicable state and local laws governing nondiscrimination in employment in every location where NorthStar has facilities. This policy applies to all terms and conditions of employment, including but not limited to hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation and training.