Assistant Front Office Manager

FAENA Miami Beach; Versailles; Sur place; EUR 40 000 - 55 000; Plein temps

Résumé du poste

A luxury hotel chain is seeking an Assistant Front Office Manager to lead the Front Office team in providing exceptional guest service at their property. The ideal candidate will have 2-3 years of supervisory experience in a 5-star environment and must be skilled in communication and problem-solving. Responsibilities include managing daily operations, training staff, and resolving guest concerns to ensure satisfaction. A collaborative leader, you will set the standard for service excellence.

Qualifications

• 2-3 years experience in a Front Office Supervisory role in a 5-star property.
• Exceptional communication and listening skills.
• Skilled in problem analysis and decision making.

Responsabilités

• Oversee management of Front Desk, Guest Relations, and Concierge.
• Train team members to meet 5-star service standards.
• Resolve guest issues to ensure satisfaction.

Connaissances

Strong communication skills

Problem-solving skills

Leadership

Customer service orientation

Formation

College degree (BS/BA) preferred

Outils

Excel

Opera Cloud

ADP

Description du poste

THE FAENA CULTURE

The FAENA Movement is one of culture, art and community. The FAENA Culture is steeped in the warmth and traditions of the south combining authentic and attentive hospitality with the world’s finest amenities. We act as a catalyst in making dreams a reality with the collaboration of ideas. Creating carefully curated spaces paired with excellence in service to delight the most sophisticated guests as they are indulged by the FAENA Culture.

JOB OVERVIEW

The Assistant Front Office Manager assists in the management of the daily activities within the Front Office. Provides leadership and direction to the team members of the department. He/She champions Forbes Five Star Standards and is responsible for ensuring employees follow all service initiatives within the department. Our Assistant Front Office Manager will be responsible for assisting the Front Office Leadership Team in the Management of the Front Office Team. In this position you must be able to handle guest complaints.

DUTIES AND RESPONSIBILITIES :

• Responsible for overseeing and assisting the Front Office Leadership Team in managing the operations of the Front Desk, Guest Relations, Valet, Guest Services, Bell, Door, Concierge and Night Audit.
• Trains and Inspects performance of our team members and ensures that the level of customer service delivered to the guest is consistent with Five Star Standards.
• Assists in the direction and administration of the Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, systems use and management, department management, policy and procedure implementation and enforcement and meeting participation and facilitation.
• Oversees the VIP process to include, but not limited to, reviewing VIP reservations, administering amenity orders, managing resumes for incoming guests and groups, updating inventory in the system, monitoring special requests and overseeing rate changes on in-house guests.
• Ensures team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events .
• Resolves guest issues and concerns to guest satisfaction and Five Star Standards.
• Prepares department schedule according to business forecast, payroll budget guidelines and productivity requirements.

REQUIREMENTS

• Two (2) to Three (3) years experience in a Front Office Supervisory/Management role overseeing a team in a 5-star property or similar establishment.
• Exceptional knowledge in tools: Excel, brand systems, Opera Cloud, ADP
• College degree (BS/BA) preferred.
• Skilled in problem analysis, problem solving and decision making.
• Must possess strong communication and listening skills in both group and one-on-one situations, excellent speaking, reading and writing skills.
• Driven leader vulnerable to others’ talents and able to use collaboration to achieve the best results.
• Able to easily identify and utilize emerging trends and technology to generate revenue.
• Must exhibit an approachable, authentic and engaging demeanor, setting an example for all Team Members
• Exhibits a professional attitude, diplomacy and an ability to handle difficult situations.
• Demonstrates an exceptional environment of sincerity, warmth and fun for team members and guests.
• The ability to interact with guests, providing full knowledge and assistance for maximum guest usage in a friendly but unobtrusive manner.
• Highly responsible, reliable and ethical. A reputation for honesty and integrity.
• Results oriented and highly motivated self-starter.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Ability to work days, nights and weekend; when necessary.