What are the responsibilities and job description for the Assistant Director of Front Office position at Crescent Hotels & Resorts?
The Westin Chicago Lombard is seeking a charismatic individual to help take us to the next level. Our dream candidate intimately understands the dynamics of this role and how it greatly impacts the overall guest experience at our hotels. If you feel this role is calling out your name, we'd love to hear from you.
The ideal candidate will have previous experience with LightSpeed. Prior Marriott brand experience and market experience is helpful but not required. This position does require a minimum of 1 year previous hotel experience.
JOB OVERVIEW: Supervise the daily operations of the Front Desk staff to maximize revenues and profits while attaining optimal guest satisfaction.
ESSENTIAL JOB FUNCTIONS:
1. Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.
2. Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
3. Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
4. Supervise the Guest Service Agents.
5. Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
6. Comply with attendance rules and be available to work on a regular basis.
7. Perform any other job related duties as assigned.
