Assistant Director of Front Office

Why work for The Sheraton San Diego Hotel?

If you are seeking an exciting opportunity in Hospitality offering an elevated guest experience – Sheraton San Diego Hotel and Marina is a fit for you! We are soon to be one of the largest and most renovated resorts in San Diego! Our culture is driven by our care for our guests and associates alike. Our mission is to be a resort where guests love to stay, and our associates love to work!

The Sheraton San Diego Hotel & Marina is a downtown waterfront resort that offers you breathtaking views of downtown San Diego and the San Diego Bay. We offer a competitive pay rate and a complete benefits package; medical, dental, vision, and life insurance, paid time off, retirement plan, employee discounts, employee assistance program, and complimentary meals are provided.

Work Hours

• Will be required to work flexible scheduled shifts based on business needs.
• Scheduling includes holidays, nights, and weekends depending on hotel events and functions.

Salary Range based on work description: $80,000 - $90,000 annually.

Job Requirements

• Understand the mission, vision, and goals of the hotel.
• Strong computer skills and proficiency in Microsoft Office.
• Strong leadership skills and the ability to apply them in a dynamic environment.
• Establish goals and objectives for the department.
• Well organized, focused, and complete all work assigned.
• Work cohesively with co-workers and all departments as part of a team.
• Build morale and promote positive employee engagement.
• Follow all appropriate policies and procedures while constantly striving to improve standards of operations.
• Ability to read, comprehend, and write instructions, correspondence, reports, and memos.
• Ability to communicate verbally and electronically with guests, management, co-workers, members, and marina tenants.
• Ability to effectively present information to associates, management, guests, members, marina tenants, and the public in one-on-one and group situations.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to understand guest service needs.

Essential Job Duties

Front Office Operations

• Execute specific department goals and plans to prioritize, organize, and accomplish work responsibilities.
• Achieve and exceed goals including performance goals, budget goals, team goals, guest service goals, etc.
• Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
• Conducts department meetings and continually communicates a clear and consistent message regarding department goals to produce desired results.
• Manages day-to-day operations, ensuring quality, and standards and meeting the expectations of guests daily.
• Manages department controllable expenses to achieve or exceed budgeted goals.
• Handle guest complaints and verify that all guest issues are resolved.
• Supervises and coordinates all activities for bell attendants, shuttle drivers, and concierge.
• Provides services that are above and beyond for customer satisfaction and retention.
• Coordinates activities with other hotel departments to facilitate increased levels of communication and guest satisfaction.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Promote the rules and regulations of the hotel facilities intended for the safety and welfare of guests, members, and marina tenants.
• Observe activity in the hotel facilities and respond appropriately in accordance with local operating procedures in the event of an emergency.
• Maintain front office facilities, equipment, and supplies.
• Monitor quality, standards, and meet the expectations of the customers daily.
• Demonstrates knowledge of job-relevant issues, products, systems, and processes.
• Manages Front office areas, including overall maintenance, daily upkeep, and cleanliness.
• Provides services that are above and beyond for customer satisfaction and retention.

Management

• Select talented, qualified, and service-oriented individuals to embody the core values of the hotel’s culture.
• Supervise and manage employees in support of the day-to-day operations.
• Schedule associates for recreation operations and manage payroll and productivity.
• Review staffing levels to ensure that guest service, operational needs, and financial objectives are met.
• Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs), and supports the Peer Review Process.
• Verifies compliance with all Front Office policies, standards, and procedures.
• Ensures associates have supplies, equipment, tools, and uniforms necessary to perform their jobs.
• Serves as a role model to demonstrate appropriate behaviors.
• Observe service behaviors of employees and provide feedback to individuals and/or managers.
• Communicate performance expectations in accordance with job descriptions for each position and monitor progress.
• Carries out supervisor responsibilities in accordance with hotel policies and standard operating procedures.
• Train and develop associates on 4 Keys service standards, technical skills, standard operation procedures, and safety standards.
• Ensure associates exceed service standards.
• Provides guidance and direction to associates, including setting performance standards and monitoring performance.
• Establishes challenging, realistic, and obtainable goals to guide operation and performance.
• Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Ensures employees are treated fairly and equitably.
• Manages employee progressive discipline procedures for Front Office Staff.
• Administers the performance appraisal process for direct report managers.
• Celebrates successes and publicly recognizes the contributions of team members.
• Fosters open channels of communication between all employees.
• Participates in the performance appraisal system process, giving feedback when needed.
• Encourages and builds mutual trust, respect, and cooperation among associates.
• Follow all additional duties as assigned by management.

All duties and requirements stated are essential job functions. This description is not an exclusive or exhaustive list of all functions that an associate in the position may be asked to perform. This does not create an employee contract, express implied, or otherwise, and does not alter the “at will” employment relationship of the employer or employee. Management reserves the right to change, modify and/or alter any of the duties listed to meet business needs.

We are 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 contact: human.resources@sheratonsandiegohotel.com. 

Sheraton San Diego Hotel and Marina is an Equal Opportunity Employer M/F/Disability/Veteran and Drug Free.

Salary : $80,000 - $90,000