Assistant Front Office Manager

Meadowood; St. Helena (CA); On-site; USD 55,000 - 85,000; Full time

Job summary

Meadowood invites an experienced Assistant Front Office Manager to guide Reception & Bell operations at our luxury resort. You will help plan, organize and control daily activities, ensuring smooth check-in/out and exceptional guest service.

You will lead a team, recruit and develop staff, monitor performance, and work with other departments to maintain Meadowood's standards of hospitality and operational excellence.

Qualifications

• Demonstrated guest/customer service skills.
• Ability to lead and manage people.
• Strong interpersonal and communication skills.
• Proficient in MS Office and PMS systems.
• 2–3 years experience at a luxury or high end property.
• Valid driver's license.
• Spanish language ability a plus.

Responsibilities

• Oversee staff with Front Office Manager, including hiring and training.
• Schedule staff and manage performance through coaching.
• Conduct performance evaluations and salary reviews.
• Maintain positive relationships with departments interfacing with Reception.
• Ensure guest satisfaction and resolve complaints.
• Assist with heavy check-in/check-out and room moves as needed.
• Maintain reception desk and bell equipment in clean, orderly condition.
• Control labor and operating expenses, including meal premiums and overtime.
• Assist in development of the department budget.

Skills

Guest service

Leadership

Interpersonal skills

Verbal & written communication

Problem solving

Attention to detail

Organizational skills

MS Office

PMS systems

Education

High school diploma

College degree preferred

Tools

MS Office

PMS systems

Job description

At Meadowood, gracious hospitality defines the style of service and timeless, natural beauty, the sense of place. A rich company culture inspires staff to achieve the highest service standards in hospitality.

Position Summary

The Assistant Front Office Manager will assist with the planning, organization & control of the operation at Reception & Bell.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

PEOPLE

• Work with the Front Office Manager in oversight of all staff, including: Hire, orient, train, cross-train, develop and motivate staff
• Manage the activities of the staff; including scheduling
• Manage staff performance through on-going coaching and counseling to meet Meadowood standards
• Conduct performance evaluations and salary reviews in a timely manner
• Maintain positive relationships with all departments that interface with Reception and PBX.
• Represent Front Office at the Operations Committee Meetings
• Be a role model of Meadowood's culture and service standards

PRODUCT/SERVICE

• Provide gracious hospitality to all who enter reception lodge
• Ensure guest satisfaction throughout their experience with Meadowood
• Resolve guest problems/complaints
• Work with MODs to manage guest recovery programs and policies
• Assist Reception & Bell staffs with heavy check-in, check-out, room moves or as needed to ensure efficient service and guest satisfaction
• Ensure that the reception desk and bell equipment are maintained in a clean and orderly fashion at all times.
• Ensure that supplies, maps and other resources are properly stocked at the desk

PROFIT/FINANCIAL CONTROLS

• Manage and control labor and operating expenses, including meal premiums & overtime.
• Assist in the development of the budget.

SUPERVISORY RESPONSIBILITY:

• Supervises Reception and Bell staff

QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Demonstrated guest/customer service skills
• Demonstrated ability to lead and manage people
• Strong interpersonal skills
• Strong verbal and written communication skills
• Excellent problem-solving skills
• Eye for detail
• Strong organizational skills
• Demonstrated use of solid reasoning and judgment to deal effectively with guests
• Proficient in MS office programs and PMS systems
• Team oriented
• Steady under pressure

Education and/or experience:

2-3 years experience at a luxury or high end property preferred. High school graduate, college graduate preferred. Valid driver's license.

Language skills: Ability to communicate clearly verbally and in writing. Ability to communicate in Spanish or other foreign languages a plus

Mathematical SKILLS:Ability to analyze guest folios and financial statements

Reasoning ability: Ability to solve problems and use independent judgment

PHYSICAL DEMANDS:

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

• Stand for long periods of time. Estimate 70% of time is spent on feet and 30% sitting at desk.
• Have frequent need to perform the following physical activities: bend/stoop/squat and reach above shoulders.
• Have frequent need to perform standing and walking activities.
• Lifting/carrying 35 pounds occasionally.
• Vision requirements: constant need to produce products, complete forms, read reports, view computer screen. Frequent need to see small detail. Frequent need to see things clearly beyond arm's reach.
• Hearing requirements: constant need to communicate in person and over the phone.

Meadowood is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Meadowood is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. Please let us know if you need any assistance or accommodations due to a disability.