What are the responsibilities and job description for the Hotel Assistant Front Office Manager position at Pyramid Global Hospitality?

Property

About Us

At Pyramid Global Hospitality, people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences. Check out this video for more information on our great company!

Location Description

The Houston Marriott Westchase is one of the largest full-service Marriott hotels in Houston. We offer over 604 renovated guest rooms and more than 40,000 square feet of event space, including the 10,000-square foot Grand Ballroom, two boardrooms and 18 additional meeting rooms. Come join our elite staff of committed hospitality industry professionals and help us deliver best-in-class guest experiences. We are conveniently located off of Beltway 8 and Westheimer. Our friendly and positive atmosphere makes us an ideal place for guests - as well as employees! Find out today what a career at the Houston Marriott Westchase with Pyramid Hotel Group can mean for you!

Overview

Houston Marriott Westchase Hotel is looking for an experienced Assistant Front Office Manager to join our guest services team.

About Us : At Pyramid Global Hospitality, we believe in the power of our team members. We value, support, and recognize the unique contributions of each individual. By fostering a culture of growth and collaboration, we encourage our team members to excel.

Position Summary : The Assistant Front Office Manager supports the Front Office Manager in overseeing the daily operations of the front office, ensuring exceptional guest service and efficient check-in and check-out processes. This role involves supervising front office staff, managing guest inquiries, and maintaining smooth operations to enhance the overall guest experience.

Scheduling : This is a Full-Time position that requires open availability, working weekdays, weekends and holidays. The schedule will change weekly, and will include AM, PM and Mid-Day shifts, to support operational requirements.

Specifically, as the hotel assistant front office manager, the primary responsibilities include, but are not limited to, :

Assist in overseeing daily front office operations, ensuring high standards of guest service and satisfaction and help identify areas for improvement as needed.
Supervise front office staff, including training, scheduling, and performance evaluations.
Facilitate efficient check-in and check-out processes, addressing guest inquiries and concerns promptly.
Support the management of room availability and reservations, coordinating with housekeeping and other departments as needed.
Handle guest complaints and concerns professionally, ensuring effective resolution to enhance guest satisfaction.
Maintain accurate records of room assignments, reservations, and guest interactions using hotel management software.
Assist in implementing front office policies and procedures to improve service quality and operational efficiency.
Knowledgeable of providing guest room information, hotel information, special events happening at the hotel, and the area, to guests in real time.
Lead by example, providing exceptional customer service always, in a positive and professional manner, by engaging in and taking a sincere interest in all guests.
Stepping in to assist when needed and help to resolve problems and "WOW" guests through service recovery when things aren't quite right.

This list is not all inclusive, additional job functions will be shared during interviews!

Supportive Functions : The hotel functions seven (7) days a week and twenty-four (24) hours per day. Due to the seasonal nature and business hours of a hotel, candidates must realize it may be necessary to move an employee from their accustomed shift to meet business demands. All associates are expected to perform any other duties as requested by management to support other departments and / or operational requirements.

Opportunity for Growth : This is a great position to continue your leadership career in hospitality, leading to possible opportunities to advance your career to the next level and reach your career goals!

Our Culture : Empowered to Make a Difference! At Pyramid Global, we value, support, and recognize the unique contributions of each team member. Our culture fosters growth and collaboration, encouraging excellence and exploration in every role. We focus on delivering personalized, memorable experiences for our associates, guests, and communities.

Our Values : People First, Integrity, Excellence

People First : A talented, diverse, and passionate team working together with respect.

Integrity : Honesty and accountability to ourselves and colleagues.

Excellence : Surpassing expectations through dedication and innovation.

Qualifications

Advanced understanding of guest services skills and behaviors.

Strong organizational and interpersonal skills, along with demonstrated ability to multi-task, adapt and prioritize in a fast-paced work environment.

Strong communication skills with ability to communicate effectively in the English language, both verbally and in writing.

Ability to initiate and organize required task independently, making decisions based on guest needs, established brand standards and hotel policies.

Able to effectively communicate with guest about their concerns with empathy and professionalism to deescalate complaints, collect accurate information, and successfully resolve concerns.

Able to be effective in identifying issues where services may be falling short in guest needs, providing thoughtful guidance and solutions as they arise.

Capable of remaining in a standing position, either stationary or walking, for duration of 8-hour shift.

Positions self to raise, lower, and extend arms to perform essential job functions.

Ability to lift and carry up to 15 lbs. regularly.

Knowledge and experience using Microsoft Office Suite Products.

Familiar with property management software, such as PMS or OPERA, is preferred.

Able to identify and respond quickly to safety concerns and emergency situations.

Professional Licenses / Certifications

None required

Experience

Two (2) years of experience in hotel front office operations, in a management role, is required, preferably with a premium full-service hotel.

Experience using hotel management software or other relevant programs / technology.

Degree in hospitality or related field preferred.

Grooming / Uniforms

All employees must maintain a neat, clean and well-groomed appearance.

Specific uniform guidelines and / or required articles of clothing will be explained to you as a part of the orientation process.

Excellent Benefits!

Joining Pyramid Global Hospitality offers a range of enticing benefits, including but not limited to :

Exclusive Marriott and Pyramid Global Hospitality hotel discounts worldwide at our award-winning hotels.

Mental wellbeing support for you and your loved ones

401k after 90 days, with a company match

Performance-based incentives and bonuses

Generous paid time off

Professional guidance and support

Competitive health, dental, and vision insurance plans

Pet insurance for your furry companions

Skill-enhancing job training

Company-paid and Optional Life and Accidental Insurance

Supplemental Accident, Critical Illness and Hospitalization Plans

Employee Assistance Program (EAP)

Health Flexible Spending Account (FSA)

If you are passionate about working in a collaborative team environment with a chance to grow your hospitality career, we invite you to apply for the Assistant Front Office Manager position at Pyramid Global Hospitality. Join us and be a part of our journey to make hospitality better!

Houston Marriott Westchase Hotel and Pyramid Global Hospitality is an equal opportunity employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regards to race, color, national origin, gender (including pregnancy), age, religion, disability, sexual orientation, or veteran status, or any other status or characteristic protected by law.

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