About the position
The Assistant Front Office Manager at The Westin Houston Downtown plays a crucial role in ensuring the smooth operation of the front desk, PBX, valet, and reservations in the absence of the Director. This position requires a commitment to providing exceptional service to all guests, maintaining the hotel's Five Diamond Standards. The Assistant Front Office Manager must be attentive, friendly, efficient, and courteous, ensuring that every guest receives quality service before and throughout their stay. This role involves not only managing daily operations but also motivating and training front desk associates to uphold the hotel's high standards of service and appearance. In addition to overseeing the front desk operations, the Assistant Front Office Manager is responsible for maintaining regular attendance, complying with hotel standards, and fostering a warm and friendly atmosphere. The role includes conducting interviews for front desk staff, preparing employee schedules based on business forecasts, and ensuring compliance with payroll guidelines. The Assistant Front Office Manager must also maintain open lines of communication with other departments and promote a collaborative work environment. This position requires the ability to handle high-pressure situations effectively, ensuring that all guest concerns are addressed promptly and professionally. The Assistant Front Office Manager will also participate in the required Manager on Duty (M.O.D.) program, manage large check-in and check-out processes, and ensure that the front office team contributes to the hotel's overall success. This role is essential in maintaining the integrity of the hotel's operations and ensuring that all associates are motivated and well-trained to provide the best possible service to guests.
Responsibilities
- Ensure the operation of the front desk, PBX, valet, and reservations in the absence of the Director.
- Provide attentive, friendly, efficient, and courteous service to all guests.
- Maintain high standards of personal appearance and grooming, including wearing the proper uniform and name tag.
- Motivate, coach, counsel, and discipline all Front Desk associates.
- Prepare and conduct all Front Desk interviews and follow hiring procedures.
- Develop associate morale and ensure training of Front Desk associates.
- Review Front Desk staff's worked hours for payroll and submit to accounting on a timely basis.
- Prepare employee schedule according to business forecast, payroll budget guidelines, and productivity requirements.
- Ensure associates greet and welcome all guests approaching the front desk.
- Maintain a professional working relationship and promote open lines of communication with managers, employees, and other departments.
- Manage and organize large turns (check in-check out).
- Respond to issues with associates using the One Minute Manager of Praising in Public and Counseling in Private.
Requirements
- At least 4 years of progressive experience in a hotel or a related field; or a 4-year college degree and at least 2 years of related experience; or a 2-year college degree and 2 or more years of related experience.
- Supervisory experience required.
- Proficient with computers, including spreadsheets and word processing.
- Valid driver's license from the applicable state and valid insurance.
Nice-to-haves
- Experience in a luxury hotel environment.
- Knowledge of hotel management software.
- Bilingual abilities.
Benefits
- Health insurance coverage.
- Paid time off and holidays.
- Employee discounts on hotel stays and dining.
