Assistant Front Office Manager

Location Charleston, SC
Property DoubleTree Hotel & Suites - Historic Charleston
Date Posted June 14, 2017
Job Type Customer Service, Front Desk, Management

Description

Charleston, SC –  The Assistant Front Office Manager ensures that the Rooms Division is operating with excellence and shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible for exemplifying the DoubleTree Culture and the following Core Values:

Core Values:

  • Excellence – We are committed to delivering outstanding performance by exceeding the expectations and creating memorable experiences for our guests, team members, and owners
  • Integrity – Be trustworthy and always do the right thing
  • Respect – Each person is honored and we treat each other with kindness
  • Teamwork – We care about each other and always accomplish more together
  • Innovation – To foster a culture that inspires and engages our team members to continually improve our product and services
  • Balance – Continually strive to balance our lives and contribute positively to the community
  • Resilience – We recover and thrive from any challenge or change

Principal Responsibilities:

The Assistant Front Office Manager’s primary role is to ensure high quality service and leadership for the Front of House operations.  The individual will be well versed in Front Office operations to assist the Agents with guest concerns and overall guest service. The Assistant Front Office Manager will also act as a Manager on Duty during some of their shifts.  The Assistant Front Office Manager will report to the Front Office Manager.

  • Responsible for the adherence and enforcement of all DoubleTree by Hilton Hotel & Suites Charleston – Historic District policies and procedures
  • Responsible for maintaining the highest levels of professionalism and decorum amongst all the staff
  • Acts as a liaison between the Front Office and the Reservations/Sales team
  • Is intimately involved in troubleshooting and drilling down to determine and eliminate guest issues
  • Actively participate in cleanliness of all facilities
  • Handle any guest complaint or issue in a professional manner
  • Documents and communicates associate challenges
  • Assists with a daily MOD Report to communicate guest opportunities and other information
  • Assist the Front Desk with all aspects of operations including check-in and check-out process
  • Maintain excellent relations with all local, state, city and federal police agencies and fire marshals
  • Review all potential safety and security issues and implement corrective action steps
  • Responsible for knowing all emergency procedures
  • Assist in projects and other duties as directed by the Front Office Manager and the General Manager
  • Instill a calm, organized approach in all situations
  • Assists in welcoming and escorting VIP’s and other guests
  • Assist as Manager on Duty at the hotel
  • Assume responsibility/accountability
  • Work closely with Housekeeping, Engineering, Catering and Sales to assure groups and special functions are handled smoothly
  • Must be able to stand for long periods of time

Other Duties/Responsibilities:

  • Comply with house policies and procedures
  • Attend all management training as requested by Front Office Manager, the Human Resources Manager and/or the General Manager
  • Follow/enforce company policies and procedures
  • Ability to create, develop and make formal presentations using audio/visual aids
  • Create courteous, friendly, professional work environment
  • Provide overall direction, coordination, and ongoing evaluation of operations
  • Ability to quickly evaluate alternatives and decide on a plan of action
  • Report all safety hazards and suspicious person or activities to Security
  • Know all safety and emergency procedures and your role in assisting during these times
  • Will be required to work a varied schedule that may include evenings, nights, and week-ends

Associate is held accountable for all duties of this job.

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.

Qualifications:

  • 3 years’ experience as a Guest Service Agent, Supervisor or Manager, preferably with a Full-Service Property
  • Management experience preferred
  • Front Office Accounting experience preferred
  • Must have experience at properties of similar size and quality
  • Proficiency in Microsoft applications is required
  • Verifiable record improving guest service and satisfaction

Skills:

  • Clear, concise written and verbal communication skills
  • Excellent service & communication skills
  • Strong technical skills
  • Excellent time management skills
  • Strong organizational skills
  • Computer and telephone skills required
  • Excellent listening skills
  • Exceptional detail in follow-up
  • Excellent safety and sanitation skills
  • Creative problem solving skills
  • Basic mathematical skills required
  • Strong attention to detail

Abilities:

  • Ability to sell concepts and ideas to management, peers, and employees
  • Ability to clearly and concisely present technical subjects
  • Demonstrate ability to lead by example
  • Abilities to inspire, train, and develop people for promotion
  • The ability to work well as a team as well as individually at times
  • Ability to multi-task in a high paced environment
  • Ability to read, speak, write, and understand English
  • Must be adaptable and flexible to change
  • Ability to work a flexible schedule and be able to work weekends and holidays
  • To remain calm and professional at all times
  • Ability to work under varying weather conditions
  • Be able to make quick decisions and possess good judgment

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