Assistant Front Office Manager -- Cassara

The Westin / Sheraton Carlsbad Resort & Spa; Carlsbad (CA); On-site; USD 50,000 - 65,000; Full time

Job summary

A leading resort in Carlsbad is seeking an Assistant Front Office Manager to oversee daily operations of Guest Services. The role requires strong leadership and communication skills to ensure guest satisfaction and efficient department management. Ideal candidates will have front desk experience and a commitment to upholding hotel standards.

Qualifications

• 2-3 years front desk experience, supervisory experience preferred.
• Management experience is a plus.

Responsibilities

• Oversee daily operations of Guest Services Departments.
• Handle guest requests, complaints, and inquiries.
• Ensure front desk follows hotel standards.

Skills

Communication

Customer Service

Leadership

Organizational Skills

Education

High school diploma or equivalent

Job description

Join to apply for the Assistant Front Office Manager -- Cassara role at The Westin / Sheraton Carlsbad Resort & Spa

2 days ago Be among the first 25 applicants

Purpose

Oversee the daily operations of the Guest Services Departments. Ensure staff meets hotel standards for guest satisfaction. Act as the main contact for guests and other hotel departments in the absence of the Front Office Manager.

Essential Functions

1. Ensure front desk follows the WELCOME process, understands Marriott BONVOY membership, uses the 10/5 rule, and manages check-out and telephone procedures professionally and efficiently.
2. Handle guest requests, complaints, and inquiries courteously and professionally, ensuring proper input into GPX and follow-up.
3. Oversee training for departments such as Front Desk, PBX, Bell, Marketplace, and Corporate Lounge, ensuring schedules and checklists are completed properly.
4. Assist with Bell Department operations in absence of captains, ensuring lounge operations are timely and efficient.
5. Lead by example in punctuality, appearance, and professionalism. Review reservation statuses, room blocks, and communicate pertinent information to staff and other departments.
6. Ensure all reports, audits, and forms are completed daily. Manage guest accounting, upgrades, and department invoices.
7. Perform guest requests and ensure work areas are maintained clean.
8. Maintain knowledge of hotel groups and events to adjust staffing accordingly.
9. Enforce safety standards and follow CDC and GPR guidelines, including COVID-19 protocols.
10. Work flexible schedules, including weekends and holidays.

Knowledge, Skills, and Abilities

• Proficiency in English (reading, writing, speaking).
• Excellent communication, customer service, and leadership skills.
• Extensive hotel knowledge and organizational skills.
• Basic computer and numerical skills.
• Understanding of relevant laws and regulations.

Qualifications

• High school diploma or equivalent.
• 2-3 years front desk experience, with supervisory experience preferred.
• Management experience is a plus.
• Driver’s license preferred.

Additional Requirements

• Ability to obtain necessary licenses and TIPS certification.
• Maintain professional appearance and adhere to grooming standards.
• Regular attendance is essential, with compliance to all hotel rules and regulations.

Ownership

This employment opportunity is provided by Grand Pacific Hotel Services, L.P.. Marriott International is not the employer or operator of the resort and does not control employment practices at the property.

Acknowledgment

Candidate confirms understanding of job responsibilities, requirements, and employment at-will status.