Assistant Front Office Manager

Description

About Us

At the cornerstone of Ladybird Lake and the Austin Skyline, the internationally recognized best-in-class Luxury Hotel Group, The Loren Hotel will bring a level of understated luxury and sophistication to Austin. 

With its unparalleled views of Lady Bird Lake and the Austin skyline, The Loren invites discerning residents and guests to experience the ultimate in understated luxury and curated Austin culture. Our modern hotel rooms, impeccable service, and exclusive amenities offer the perfect complement to our indoor-outdoor environment, uniquely set within Austin’s most beloved green space. 

This is a full-time , avg. 47.5 hour per week managerial role.

Eligible benefits include:

Participation in 401(k)

Medical/Dental/Vision/STD/LTD/Life and AD&D/Hospital Indemnity

Paid PTO

Paid Holidays

Paid Maternity/Paternity Leave

Employee Assistance Program

This is a full-time, 47.5 avg hour per week managerial position.

Job Summary

The Assistant Front Office Manager is responsible for assisting the FOM with the supervision of all Front Desk, Concierge and Bell stand teams.  Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to inquiries regarding hotel information and guest concerns.  Assists in the hiring, scheduling, training of all associates in the Front Office Department, promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.

Responsibilities

• Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
• Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts ensuring the guests are satisfied.
• Assists with training and reviewing proper standards are being followed by front desk agents concerning posting monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously answers inquiries and accepts reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room rates, increase occupancy and revenue.
• Maintain good guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
• Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up to provide guests with timely and efficient service.
• Assists FO Manager with controlling cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
• Assists and makes recommendations to the Front Office Manager in the areas of conducting performance evaluations, discipline and terminations as appropriate.
• Coordinates guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience through top quality customer service.
• Coordinates and supervises the activities that fosters good relations with our valet service, taxi services, and the Airport Connection to provide the maximum level of quality service.
• Provides information and assists staff in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction.
• Provides guest transportation as required by hotel’s standard operating procedures.
• Orders all supplies and assists in maintaining inventory control minimizing unnecessary expenses.
• Follows-up on any complaints or problems a guest may experience in a timely and professional fashion to ensure a quality guest experience.
• Assists in providing and communicating emergency training and procedures to ensure appropriate protection of the hotel’s guests, staff and company assets.
• Assists in covering/finding replacements for call-offs in Reservations, Front Desk and Bellstand.
• Ensures proper communication to subordinates on all hotel activities in a way that insures that guest needs are being met in a timely fashion.
• Prepares for and trains new hires to ensure new associates are aware of all aspects of the hotel.
• Maintains a friendly, cheerful and courteous demeanor at all times.

Other Responsibilities

• Performs other duties as assigned, requested or deemed necessary by management.

Core Competencies

Drawn from our core values, each competency is built upon a set of basic behaviors that are shared by all associates, regardless of role which include:

• Communication
• Cost Consciousness
• Managing People
• Job Knowledge
• Judgement
• Leadership
• Delegation
• Planning & Organization
• Problem Solving
• Quality

Qualifications

Education/Formal Training

• High school diploma required; secondary degree in finance, or human resources field or 1-3 years in comparable position, required.

Experience

• Must have minimum of 3 years front office supervisory experience in a similar Front Office/Rooms environment, luxury experience preferred.

Knowledge/Skills

• Must have experience with Property Management Systems (Opera experience preferred)
• Must be able to work flexible shifts, including weekends and holidays.
• Must have excellent organizational, supervisory, and customer service skills.
• Must be able to work well under stressful situations and handle challenges in a professional manner.
• Ability to take ownership of issues and provide resolutions.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lifting/pushing/pulling/carrying -approximately 5%. Bending/kneeling -to get files -5% annually.
• Mobility -40% of 10 hour day is spent around the hotel. Continuous standing -during training and lobby lizard duty.
• No climbing required. Driving -occasionally to attend hearings and recruitment activities.
• Commuting – required to visit each hotel property regularly or as needed.

Environment

95% indoor office.

Salary : $65,000