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Assistant Front Office Manager

Perched on its own 15-acre peninsula, Loews Coronado Bay Resort is a private oasis of tranquility near San Diego. This Coronado hotel offers views of the shimmering bay waters and the San Diego skyline. Welcome to Coronado's Secluded Water Escape.
Responsible for coordinating the provision of world-class front desk services to hotel guests. Directs the exceptionally friendly, professional, and efficient welcome registration, rooming and account settlement for hotel guests. Ensures prompt and complete satisfaction of guest requests and professional and timely resolution of guest complaints. Maintains accurate occupancy data and assists in maximizing daily rooms revenue through the application of effective yield management sales strategies. Liases with Valet Parking provider to ensure smooth operation consistent with hotel standards. Trains, monitors and supervises the performance of all Guest Services employees.
Job Specifics
Assists with the coordination of all aspects of curbside check-in
Assists with the coordination of the exceptionally friendly, professional and seamless reception, registration, rooming and account settlement for all hotel guests
Ensures the satisfaction of all guest requests and the resolution of all complaints received by the Guest Services Team
Assists with the development and updating of guest rooming procedures
Assists with the development and management of repeat guest and VIP service programs
Ensures adherence to all hotel cashier and credit policies
Monitors cashier accuracy and over and short data, taking action and providing additional training as necessary
Monitors hotel Credit Limit Report on a daily basis, ensuring timely payments on accounts
Assists in establishing and ensuring adherence to all Loews Hotels Star Service Standards
Evaluates changes in guest needs, the hotel's guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and to maintain market dominance and exceptional financial returns
Works closely with the VIP Services Manager to coordinate VIP arrivals/departures
Interacts frequently with guests to ensure total satisfaction with hotel services
Assists in recruiting and interviewing all Guest Services staff
Provides training for all Guest Services employees
Ensures adequate training of all Guest Services staff to take after-hours reservation calls
Evaluates individual employee performance, determining improvement and training needs and advancement requirements
Familiar with and able to troubleshoot problems with following systems: key encoding, call accounting, in-room movies, video checkout, electronic data capture, PMS interface control
Reviews/maintains daily payroll reports/records, maintaining labor costs within forecasted budgetary guidelines
Coordinates hotel participation in Loews First and other corporate marketing programs
Monitors the occupancy status of all due-out rooms
Maintains accurate records detailing hourly house counts
Reviews Group Resumes and Billing Profile information, ensuring communication of all necessary information to Guest Services personnel
Oversees the pre-blocking of rooms for VIP's and guests with special requests
Works with Conference Managers and Sales Managers to satisfy all special group requests
Pre-registers special guests and maintains up-to-date system status
Assists in ensuring the provision of all appropriate information and collateral materials to package guests
Assists in ensuring optimal communication and exchange of information with Concierge
Assists in ensuring accurate communication of information to guests regarding all hotel facilities and operating hours
Coordinates and oversees group remote check-ins
Ensures the clean and excellent condition of front drive, lobby and Front Desk area
Attends appropriate meetings and seminars
Maintains inventories of office supplies
Other duties as assigned
General
Promotes and applies teamwork skills at all times
Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
Is polite, friendly, and helpful to guests, management and fellow employees
Executes emergency procedures in accordance with hotel standards
Complies with required safety regulations and procedures
Attends appropriate hotel meetings and training sessions
Maintains cleanliness and excellent condition of equipment and work area
Complies with hotel standards, policies and rules
Recycles whenever possible
Remains current with hotel information and changes
Complies with hotel uniform and grooming standards
Qualifications
Bachelor Degree in Hospitality Management or related field or equivalent experience
Minimum five years hotel operations management experience
Extensive knowledge of all hotel departments. Excellent communication skills - oral and written
Excellent guest service skills
Strong leadership skills
Knowledge of computer programs used in property management
Ability to work flexible schedule to include weekends and holidays


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