Assistant Front Office Manager Waldorf Astoria Las Vegas

An Assistant Front Office Manager is responsible for assisting in the direction and administration of Front Office operations in the hotels continuing effort to deliver outstanding guest service and financial profitability.

What will I be doing

As an Assistant Front Office Manager you would be responsible for assisting in the direction and administration of Front Office operations in the hotels continuing effort to deliver outstanding guest service and financial profitability. Specifically you would be responsible for performing the following tasks to the highest standards:

• Assist in the management of all Front Office operations to include but not limited to guest service and registration (check-in/check-out) room inventory and availability guest service standards and initiatives product quality cost controls and overall profitability marketing initiatives systems use and management budgeting and forecasting department management policy and procedure implementation and enforcement and meeting participation and facilitation
• Assist in monitoring and developing team member performance to include but not limited to providing supervision conducting counseling and evaluations and delivering recognition and reward
• Recruit interview and train team members
• Assist in monitoring and assessing service and satisfaction trends evaluate and address issues and make improvements accordingly
• Oversee the VIP guest process including but not limited to reviewing VIP reservations and ensuring smooth check-in/check-out
• Assist with up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue

• Ensure team members have current knowledge of hotel products services facilities events pricing and policies and knowledge of the local area and events

  Operate the Front Office properly efficiently and with profitability
  Supervise and assist Guest Service Agents Concierge and Personal Concierge with their duties if necessary
  Oversee Front Services operation to ensure seamless coordination of luggage storage and delivery package handling and valet parking services
  Enforce company hotel and departmental policies and procedures
  Ensure a warm and genuine arrival and departure experience in compliance with Forbes Five-Star standards
  Coordinate guest experiences with other departments in a cooperative manner
  Effectively communicate information and guest requests to all relevant departments
  Personally welcomes guests in VIP categories as well as repeat guests; recognize and anticipate their individual needs
  Ensure that guest history records are accurately maintained and all repeat guests preferences are met
  Perform aspects of human resources and training functions including counselling coaching training developing disciplinary actions etc. for Guest Service Agents Concierge Front Services and Personal Concierge
  Ensure and maintain a very high standard of personal hygiene behaviour and grooming standards of staff
  Handle and document all guest and internal customer complaints and inquiries in a courteous and efficient manner following through to make sure problems are resolved satisfactorily
  Spend time in all hotel public areas periods to ensure that the area is managed well by the respective team
  Leads and coaches the team to achieve departmental goals such as the upsell program engagement in the Hilton Honors loyalty program and internal concierge bookings
  Strategically manage room inventory to provide a positive guest experience while maximizing occupancy and overall profitability
  Identify quality improvement trends and effectively communicates issue to the Front Office Manager
  Independently own and execute special projects to enhance guest experience hotel revenue/profitability or employee engagement
  Perform any other reasonable duties as required by the Front Office Manager

EOE/AA/Disabled/Veterans

What are we looking for

Since being founded in 1919 Hilton has been a leader in the hospitality industry. Today Hilton remains a beacon of innovation quality and success. This continued leadership is the result of our Team Members staying true to our Vision Mission and Values. Specifically we look for demonstration of these Values:

• Hospitality - Were passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing all the time.
• Leadership - Were leaders in our industry and in our communities.
• Teamwork - Were team players in everything we do.
• Ownership - Were the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

In addition we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

Requirements

Mandatory
1 year of management experience within a luxury environment
Strong verbal and written communication skills in the English language
Ability to multi-task
Fully flexible schedule with ability to work all shifts (including overnight) with varied days off
Strong knowledge of front office operations including cashier and reception
6 months of Front Services experience (Valet Bell or Doorperson) in either a line-level or supervisory capacity
Ability to work well in a team environment
Ability to stand for extended periods of time
Computer literacy which is not limited to: Excel Power Point and Word
Professional appearance and demeanour

Preferred:
Bachelors degree in Hospitality Management or a related field
2 years of management experience within Front Office
Fluency in a secondary language
OnQ Experience

Each of the items listed is considered an essential function of the position. However the duties responsibilities and requirements presented in this job description are intended to be broad based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position. The Company reserves the right to alter the duties and responsibilities of the position.
It is Company policy to comply with the Americans with Disabilities Act including by providing reasonable accommodations that do not constitute an undue hardship on the Company. Employees or applicants should direct requests for accommodation to Director of Human Resources.

What will it be like to work for Hilton

Hilton is the leading global hospitality company spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century Hilton has offered business and leisure travelers the finest in accommodations service amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all!