Assistant Front Office Manager

Description

Since 1947, The Colony Palm Beach has been the center of Palm Beach social life hosting-- U.S. Presidents, European Royalty and welcoming travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from world-famous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean.

For more information visit http://thecolonypalmbeach.com

The Colony Palm Beach is an Equal Opportunity Employer and a Drug Free Work Place.

JOB OVERVIEW:

The Assistant Front Office Manager is responsible for the overall operation of the Front Office department to include both the Front Desk and Call Center. The Assistant Front Office Manager supervises all Front Office team members to ensure a high-quality guest experience at all times while generating maximum revenue and upholding the hotel's Brand and hospitality luxury Forbes standards.

ESSENTIALS JOB FUNCTIONS:

1. Establishes and upholds standards, policies and procedures for The Colony Palm Beach and all the Front Office staff.  Assures Brand standards and uniformity are maintained by employees at all times.
2. Handles escalated guest complaints and requests as needed. Resolves issues in a manner satisfactory to both the guest and the hotel.
3. Assists with VIP guest amenities.
4. Works with Sales, Catering and Revenue Managers to assure proper handling of all guests and group room arrangements. 
5. Assures thorough and accurate completion of daily shift reports and all weekly and/or monthly reports. 
6. Assists the Director of Front Office with daily operations of the Front Desk and Call Center to meet expected levels of service.  Has the responsibility and authority to manage all departmental activities and employees in the absence of the FOM.
7. Holds pre-shift meetings with staff.
8. Participates in weekly revenue calls in absence of Director or Manager.
9. Is aware of any and all on property daily activities and special functions/events and assures all staff are fully aware and informed of same. 
10. Performs Front Desk and Call Center work duties and assists the staff with daily activities, covers such shifts when needed.
11. Checks guests in/out, processes payments, greets guests, assists with room transfers, room charges, room reservations, and any Front Office duties as required.
12. Prepares work schedules, ensures correct staffing during peak periods, as needed for special functions and needed based on occupancy levels.  Monitors staff adherence to scheduled shifts, over-time and break policies.
13. Communicates daily with department managers and MOD and passes on or follow-ups with pertinent information.  Coordinates with other related departments including Housekeeping and Food & Beverage as needed to achieve complete guest satisfaction.
14. Assists the Director of Front Office with consistently monitoring the performance of team members on an on-going basis and provides feedback to assure all service standards are maintained. Assists with rewards, discipline and documenting employee performance and providing timely counseling. Addresses team member complaints and resolves problems.
15. Assists with supervising the staff and handles any employee situation.
16. Assists with interviewing, hiring, performance appraisals and terminations of staff.
17. Ensures staff is properly groomed and uniformed at all times.
18. Ensures work area cleanliness is maintained at all times.
19. Maintains 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.
20. Maintains close control and inventory of uniforms, supplies, and equipment.
21. Prepares and submits accident or injury reports when needed.
22. Prepares and submits guest incident reports when needed.
23. Plans, assigns and directs work of employees.
24. Has a thorough knowledge of hotel fire regulations and policy, accident reports, safety programs, and what the direct duties are in relation to each; ensures that all associates are properly trained in these.
25. Conducts/ensures the accurate and complete training with all new employees, and ongoing training of existing employees, including cross-training for all positions as necessary.
26. Continually monitors, evaluates, and revises training content to reflect changes in the process; addresses the needs identified by associates.
27. Is familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure guest satisfaction.
28. Notifies management of any pertinent information related to shift or employee activities in a timely manner to allow for the appropriate follow-up as required to successfully resolve any employee or guest situations.
29. Participates in Hotel Manager on Duty Program.
30. Other duties assigned by manager.

Qualifications

QUALIFICATIONS:

1. High School diploma or equivalent hospitality management or supervisory experience.
2. Bachelor's degree in hotel or hospitality management, business or a related field preferred.
3. Minimum of two years' experience working in a Front Desk or Front Office supervisor capacity at a hotel/resort, ideally in a luxury environment and/or three years’ experience at a hotel Front Desk.
4. Must possess a positive and upbeat personality with a desire to deliver outstanding service to guests.
5. Ability to multi-task, be detail-oriented, and be able to solve problems in order to effectively deal with internal and external guests.
6. Working knowledge of current property management system, Zingle, Synergy, Outlook, Excel and strong, functional computer skills.
7. Working knowledge of all hotel departments.
8. Complete understanding of both Front of House and Back of House operations within the Rooms Division at the luxury, upscale level.
9. Ability to communicate in English with guests/visitors, management, and co-workers clearly and to their understanding.  Multi-lingual capability is a benefit to the role. 
10. Ability to provide clear and concise written communication.
11. Excellent guest service skills.
12. Strong leadership skills.
13. Ability to work flexible schedules to include weekends and holidays.
14. Ability to maintain calm and resolve problems in a busy environment.
15. Ability to maintain discretion and confidentiality of all guests and pertinent hotel information.
16. Ability to work without direct supervision and think freely to develop own ideas.
17. Ability to work cohesively with other individuals and departments as part of a team.
18. Ability to hire, train, nurture, and develop staff.