Hotel Assistant Front Office Manager (AFOM)

ASSISTANT HOTEL FRONT OFFICE MANAGER

Crowne Plaza Hotels look for people who excel in their role, act and look the part so guests can always count on them:  People who who create confidence, encourage success and make it happen! 

The Crowne Plaza Dallas Downtown is a 300-room upscale hotel with 30,000 sq. ft. of flexible meeting and banquet space conveniently located in the West End Historic District, just blocks away from the Dallas Convention Center and the Main Street District.  We are looking for an experienced Assistant Hotel Front Office Manager to join our team.  Ideally, you will have worked at least four (4) years in a Front Office leadership role in a hotel environment, and be someone who has a reputation for delivering great guest service while being fun to work with.

In return, the Crowne Plaza Dallas Downtown will give you a competitive salary and the opportunity to learn new skills while growing your career.  On top of this, you'll join a team of positive professionals who are full of energy, so you will feel motivated to come to work every day.  


Job duties will include, but are not limited to:

• Assist in the hiring, training, development, and overall leadership of the front office associates.
• Ensure that the highest level of guest service is provided at all times.
• Work with General Manager to develop and implement short and long term department plans, ensuring overall hotel objectives are executed flawlessly.
• Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.
• Oversee night audit functions and preparation of the daily reports.
• Develop plans to increase occupancy and ADR through walk-ins and upselling at the hotel front desk.
• Manage day-to-day staffing requirements, plan and assign work and establish performance and development goals for team members.  Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
• Educate and train team members in compliance with federal, state and local laws and safety regulations.  Ensure staff is properly trained on systems, security and cash handling procedures, and service and quality standards.
• Ensure front office staff provides guests with prompt service, professional attention and personal recognition.
• Ensure guests are greeted upon arrival and make time to interact effectively with guests.  Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
• Conduct routine inspections of the front office and public areas and take immediate action to correct any deficiencies.
• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
• Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police and emergency personnel.

Perform other duties as assigned.  May also serve as Manager on Duty.

The successful applicant will have a minimum of four (4) years of experience at a 220 to 400 unit full-service, franchised hotel.

A Bachelor's degree from a four-year college/university is a plus.  Candidates with a two-year associate's degree in hospitality/restaurant management will also be considered

Essential Job Requirements:

• Possess excellent written and verbal communication skills.
• Be able to deal with frequent change, and adapt to occupancy-based business needs.
• Be willing and able perform front desk shifts as needed to ensure efficient operations.
• Strong computer aptitude and demonstrated ability in OPERA and Holidex systems
• Demonstrate excellent guest service skills, proven conflict resolution skills, and proven leadership skills to drive initiatives to improve the team and the business.
• Able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Maximize efforts toward productivity, identify problem areas, and assist in implementing solutions.
• Understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Develop employee morale, and ensure training of Front Office personnel.
• Maintain confidentiality of information.
• Have a comprehensive knowledge of Night Audit functions and processes.

Our ideal candidate must have the ability to work in a high-pressure, fast-paced environment, be a team player, and be able to creatively think and work within the full spectrum of all that is involved with being a successful FOM.

**Please note:  Relocation is not available for this position**

The Crowne Plaza is a diverse growth-oriented organization. 

Our goal is to improve the quality of work life by using fair and consistent treatment and providing equal growth opportunities for ALL associates. 

The Crowne Plaza is a drug free workplace. 

Pre-employment background and job assessment required. 

Equal Opportunity Employer