Assistant Front Office Manager
Property Name:
Doubletree by Hilton Omaha Downtown
Job Title: 
Assistant Front Office Manager
Location: 
Nebraska-Omaha
Company Name: 
City: 
Omaha
Work Permit: 
Applicants who do not already have legal permission to work in the United States will not be considered.
Management  Position: 
Yes
Bonus Pay: 
Yes
Accommodation: 
No
Address: 
1616 Dodge Street
Fax: 
(402) 522-5102
Email: 

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Corporate Overview

Westmont Hospitality Group was founded in 1975. What started with a single hotel in North America, has grown to become one of the largest privately-held hospitality organizations in the world.

Throughout the years, Westmont has had an ownership interest in and operated over 1,100 hotels. Currently this stands at over 500 hotels across three continents. Westmont has formed strategic alliances with many of the world's largest hotel brands. These include Fairmont, InterContinental Hotels Group, Hilton, Accor, Starwood, Wyndham, Choice Hotels, Renaissance, Radisson and Best Western. The company is one of the largest franchisees and co-owners of IHG hotels and Hilton hotels worldwide. Westmont has a very diversified portfolio ranging from budget and aparthotels to mid-market business and large conference hotels to boutique hotels and luxury resorts.

Our employees are our most valued resource.  Their expertise is what drives our future success.
If you are skilled in the hospitality industry and seek a stimulating workplace that fosters creativity, teamwork and personal development, contact us today. We reward our employees with the benefits and opportunities you’d expect from an industry leader.

Job Description

JOB SUMMARY

The Assistant Front Office Manager is the Manager on Duty and responsible for all hotel operations during evening shift hours, focusing on Front Office operations, proper guest follow-up, all other evening shift associates and hotel safety/security. The AFOM assists the Front Office Manager in all aspects of the department including but not limited to operations, planning, budgeting, staffing and payroll in accordance with hotel policies and procedures. When problems arise during this shift, the Night Manager will respond to all emergency situations, resolve guest issues and concerns, and ensure the safety and security of the hotel’s guests and associates.

ESSENTIAL JOB FUNCTIONS

•  Manage and monitor activities of all employees in the Front Office, Drivers, Housekeeping/Laundry, Maintenance and F&B departments making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.

• Maintain a professional and high quality service oriented environment at all times.

• Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.

• Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments.

• Inform all Overnight staff of nightly activities, group and VIP arrivals as well as special requests and repeat guests. Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.

• Must be able to do scheduling, payroll and other paperwork

• Must actively participate in the decision making process on guest relocation for nights when over capacity, execute accordingly and ensure a smooth relocation process. This effort must be coordinated with the Front Office Manager and/or Manager on Duty prior to shift start.

• Assist the Front Office Manager in implementing and enforcing financial controls throughout the department, helping with control of operating expenses, scheduling and purchasing.

• Work closely with the Housekeeping Department to improve guest services and foster cross departmental communication.

•  Be aware and able to enforce all fire-life-safety procedures. Remain current in all updates with regards to new procedures and training. Ensure staff is fully trained in emergency procedures. This position is a member of the hotel’s emergency response team.

• Report any suspicious persons, activities and/or hazardous conditions to the Security department and/or the Front Office Manager.

• Perform regular room and public space inspections on a nightly basis.

•  Complete pre-shift meetings with all departments and insure communication continues throughout the hotel.

•  Complete SALT tracking and develop/deliver on Continuous Service Improvement Plans involving staff in each department.

• Follow up for other department heads in project work and staff productivity.

•  Perform other duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES

 

•  Basic leadership skills including coaching, motivating, counseling, and disciplining.

• Ability to use computer keyboard, telephone, and electronic equipment to meet requests effectively.

•  Ability to communicate all significant incidents/accidents in clear English language, utilizing excellent writing skills.

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to diffuse anger and collect accurate information and professionally resolve problems.

•  Considerable knowledge of all departments’ functionality, hotel facilities/services, as well as city and current events.

•  Excellent verbal communication skills.

• Good hearing and visual ability in order to detect signs of emergency.

• High school diploma required.

• Prior hotel experience required, prior supervisory experience preferred.

• Conflict resolution skills.

•  Multi-tasking skills.

• Ability to meet deadlines and work toward department goals.

 

PHYSICAL DEMANDS

•  Ability to stand and move throughout front office and continuously performs essential job functions.

•  Lifting up to 50 pounds maximum.

• Occasional twisting, bending, stooping, reaching, standing, walking.

•  Frequent talking, hearing, seeing and smiling.

Job Requirements

MINIMUM QUALIFICATIONS:
Minimum 2 years customer service experience, preferably in a hotel management/supervisory position. Must have strong customer service skills. Ability to work effectively with independently and as part of a team. Must have excellent business communication skills and strong time management skills needed. Ability to share or divide attention among several ongoing activities, projects or assignments. Ability to interpret and explain company policies and procedures to others. Ability to adjust or balance the size of staff on a daily basis in order to maximize productivity or control labor costs without sacrificing customer service. Ability to obtain support for ideas and actions from subordinates, peers, or superiors in order to accomplish a task or goal. Able to identify circumstances or incidents that require the notification and/or approval of others. Ability to do the work of those supervised.

© 2011 Westmont Hospitality Group. All rights reserved.