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265496E8A4525588
Front Office Assistant Manager - OEM
Raleigh Marriott City Center
Raleigh, NC, US 27601
Raleigh
NC
27601
8/2/17 12:00 PM
9/1/17
Hotel/Resort
Rooms - Front Office/Guest Services
Yes
 

This is a career opportunity with Interstate Hotels & Resorts.



REPORTS TO: Front Office Manager



BASIC PURPOSE: Supervise the Front Office staff, including Front Desk Managers, Bell Staff, and Guest Response department in the daily shift operations. Aid in the administration of the Front Office department to achieve customer satisfaction, quality service and compliance with corporate/franchiser policies and procedures while meeting and exceeding financial goals. This position is intended to offset the Front Office Manager's schedule to provide high management visibility and improved guest service. As such, this position will be scheduled in evenings and on weekends.



ORGANIZATIONAL SCOPE: Position is responsible for the short term planning and day-to-day operations of the Front Office Department. Recommends procedural changes. Aids in the administration of the Front Desk, Guest Response, Bell Stand, Concierge, Valet and Transportation. Implements and monitors the Department's budget and manages expenses within approved budget constraints.



ESSENTIAL FUNCTIONS:


1. Supervise the shift operations in the Front Office and liaise with sales, reservations, accounting, and the operations departments to ensure smooth operations and achievement of an optimal level of quality service and hospitality. (30%)


2. Supervise the Front Office employees, including the Front Desk Management staff; interview, recommend hiring, schedule, train, develop, empower, coach and counsel, recommend performance reviews, resolve problems, provide open communications and recommend discipline as appropriate. (20%)


3. Aid in the implementation and administration of company programs (IHC/Franchiser). Ensure compliance with LSOP's and SOP's to ensure an optimal level of guest and associate satisfaction. (20%)


4. Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality. (15%)


5. Ensure adequate supplies, monitor and maintain the Front Office systems and equipment to ensure their optimum performance. (10%)



NON-ESSENTIAL FUNCTIONS: (5%)


1. Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested.


2. Maintain good working relationships and open lines of communication with all other departments.


3. Perform the Manager on Duty/Lobby Ambassador functions as assigned.



Knowledge and Skills:


Education: Two to four year college degree or equivalent education/related experience


Experience: From two to three years of full-time employment in a related position with IHC or other Hotel companies


Skills and Abilities:


Requires knowledge of discipline-specific Interstate policies, procedures and services and general knowledge of other departments in the hotel.


Requires supervision/management skills.


Ability to achieve positive guest relations and maximize guest satisfaction.


Ability to communicate in English. Second language desirable.


Ability to handle cash and credit transactions.


Ability to enforce all company rules and SOPs.


Interstate Hotels & Resorts is an EEO/AA/Disabled/Veterans Employer. Click here and here to navigate to the "EEO is the Law" poster and supplement.



 
Requirements
 
 
 
http://careers.interstatehotels.com/jobs/1104782-front-office-assistant-manager-oem/frame?source=hcareers
ihr Hotels and Resorts logo

Interstate Hotels & Resorts is the leading global hotel management company. Hotel owners, developers and guests discover the Interstate difference in our 425 hotels, resorts and conference centers with nearly 75,000 rooms located throughout the U.S. and around the globe.

Our rich history spanning 55 years of innovation, consistency and success is unmatched in the hospitality industry, making Interstate the preferred hotel management company of major global brands. It also allows our associates to consistently deliver results for real estate investors, ownership groups, publicly-traded REITs, privately held companies, and private equity funds today and in the bright future to come.

Position Info
Location: US - NC - Raleigh
Position: Front Office Assistant Manager - OEM
Salary:   
Management Position: Yes
Bonus Plan: Yes
Contact Type: Employer
Industry Categories: Hotel/Resort
Position Categories: Rooms - Front Office/Guest Services
Work Permit Needed: Applicants who do not already have legal permission to work in the United States will not be considered.

Logo
Raleigh Marriott City Center
Front Office Assistant Manager - OEM

Position Description

This is a career opportunity with Interstate Hotels & Resorts.



REPORTS TO: Front Office Manager



BASIC PURPOSE: Supervise the Front Office staff, including Front Desk Managers, Bell Staff, and Guest Response department in the daily shift operations. Aid in the administration of the Front Office department to achieve customer satisfaction, quality service and compliance with corporate/franchiser policies and procedures while meeting and exceeding financial goals. This position is intended to offset the Front Office Manager's schedule to provide high management visibility and improved guest service. As such, this position will be scheduled in evenings and on weekends.



ORGANIZATIONAL SCOPE: Position is responsible for the short term planning and day-to-day operations of the Front Office Department. Recommends procedural changes. Aids in the administration of the Front Desk, Guest Response, Bell Stand, Concierge, Valet and Transportation. Implements and monitors the Department's budget and manages expenses within approved budget constraints.



ESSENTIAL FUNCTIONS:


1. Supervise the shift operations in the Front Office and liaise with sales, reservations, accounting, and the operations departments to ensure smooth operations and achievement of an optimal level of quality service and hospitality. (30%)


2. Supervise the Front Office employees, including the Front Desk Management staff; interview, recommend hiring, schedule, train, develop, empower, coach and counsel, recommend performance reviews, resolve problems, provide open communications and recommend discipline as appropriate. (20%)


3. Aid in the implementation and administration of company programs (IHC/Franchiser). Ensure compliance with LSOP's and SOP's to ensure an optimal level of guest and associate satisfaction. (20%)


4. Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality. (15%)


5. Ensure adequate supplies, monitor and maintain the Front Office systems and equipment to ensure their optimum performance. (10%)



NON-ESSENTIAL FUNCTIONS: (5%)


1. Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested.


2. Maintain good working relationships and open lines of communication with all other departments.


3. Perform the Manager on Duty/Lobby Ambassador functions as assigned.



Knowledge and Skills:


Education: Two to four year college degree or equivalent education/related experience


Experience: From two to three years of full-time employment in a related position with IHC or other Hotel companies


Skills and Abilities:


Requires knowledge of discipline-specific Interstate policies, procedures and services and general knowledge of other departments in the hotel.


Requires supervision/management skills.


Ability to achieve positive guest relations and maximize guest satisfaction.


Ability to communicate in English. Second language desirable.


Ability to handle cash and credit transactions.


Ability to enforce all company rules and SOPs.


Interstate Hotels & Resorts is an EEO/AA/Disabled/Veterans Employer. Click here and here to navigate to the "EEO is the Law" poster and supplement.



 
Requirements
 
Requirements
Requirements
 

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