Assistant Front Office Manager

Delamar Hotels is a collection of distinctive, award-winning hotels that offer uniquely elevated experiences rooted in art, history, and character. The lavish Delamar Greenwich Harbor , a waterfront property in Greenwich CT is seeking an Asst Front Office Manager to lead the Front Office team.

Role Description

The Assistant Front Office Manager will be responsible for office administration, ensuring customer satisfaction, providing excellent customer service, managing front office operations, and effective communication.

RESPONSIBILITES:

1. To direct the actions and ensure the smooth and professional operation of the Front Office & Front Service Departments adhering to all established hotel standards and procedures.

2. To be fully aware of and maintain departmental budget, operating labor costs and all other expenses, keeping them in line with approved budget forecasts.

3. To ensure that staff scheduling is kept in line with the hotel’s daily demands and requirements.

4. To ensure that room sales are maximized by achieving the highest possible occupancy and highest possible average daily rate without jeopardizing the overall guest experience.

5. To interact professionally and efficiently with all other hotel departments in order to best maintain and service the guest rooms.

6. To allocate all daily guest room assignments adhering to guest preferences, previous assignments, VIP status or Executive Office requests.

7. Formulate a Front Office training plan in order to identify skills required by team members to meet and exceed established hotel standards and procedures.

8. To conduct written Employee Evaluation sessions with all departmental team members for initial 90 day review and annually thereafter.

9. To deputize for the GM in his/her absence and assume his/her responsibilities.

10. To maintain constant on the job training as set out in the front office training plan.

11. Process guest check in and guest check out according to established Standards & Procedures, ensure total satisfaction is consistently delivered.

12. Ensure all guest requests are properly followed up.

13. Adhere to established hotel credit and cashiering policies.

14. Handle all guest complaints according to established procedures.

15. Be familiar with all emergency procedures.

16. Be familiar with local area, restaurants and attractions.

17. To be supportive of junior positions within the department and assist with on the job training of duties as required.

18. Supervise the smooth, professional operation of the Front Desk Guest Service Agents. Ensure they perform their duties according to established standards and procedures.

19. Be able to select and change room assignments appropriately as required.

20. Ensure that all guest payment and credit card information is accurate and adheres to established hotel standards and procedures.

21. To attend managers wine and cheese reception

22. To ensure that all departmental supplies are ordered and that levels are maintained adhering to established hotel standards and procedures

23. To conduct any other tasks as directed by the General Manager

24. To attend training as required.

Qualifications

• Front Office Management experience in a luxury hotel required
• Customer satisfaction and excellent customer service skills
• Strong verbal and written communication skills
• Attention to detail and organizational skills
• Proficiency in computer systems and software- OPERA
• Experience in the hospitality industry is required
• Bachelor's degree in Hospitality Management or related field
• Forbes training and compliance preferred