Assistant Front Office Manager
Company: Hyatt Regency Westlake
Location: Westlake Village
Posted on: November 22, 2021
This is a job description for ASSISTANT FRONT OFFICE
Job Title: Assistant Front Office Manager
Company: Dimension Development
Reports To: Guest Services Manager
Supervises: Guest Services Representative & Supervisor, PBX
Operator, Bell Staff, Concierge, Night Audit, Valet
Job Purpose: To maintain a high quality of services offered to
guests through management of the functional areas of reservations,
guest registration, bell services, telephone services and guest
accounting to maintain established operational standards and
maximize profits of the hotel. Concierge and garage services may
also report to this position.
1. Supervise Front Desk staff: hiring, firing, performance
evaluations, training, and development. Schedule staff
according to labor standards and forecasted occupancy.
2. Maintain standards of guest service quality. Contribute to the
profitability and guest satisfaction perception of
other hotel departments. Increase level of guest satisfaction by
delivery of an improved product through
employee development, job engineering and quality image.
3. Achieve budgeted revenues and expenses and maximizes
profitability related to the guest services department.
4. Develop short term and long term financial and operational plans
for the guest service department which relate
to the overall objectives of the hotel. Participate in the
preparation of the annual hotel budget.
5. Manage the reservation function to maintain highest possible
room occupancy and average daily rate through
suggestive selling by employees.
6. Maintain procedures for credit control and handling of financial
transactions, security of monies, guest security
and emergency procedures.
7. Receive departmental related guest complaints and ensures
corrective action is taken.
8. Ensure staff uses guest interaction skills. Reward employees who
meet/exceed guest expectations.
9. Other duties as assigned.
1. Analyze and interpret business records and statistical reports;
interpret policies established by administrators.
2. Use mathematical skills to interpret financial information and
3. Understand the government regulations covering business
4. Make business decisions based on production reports and similar
facts, experience, and opinion.
5. Plan and organize the work of others.
6. Change activity frequently and cope with interruptions.
Education: Bachelor's Degree in Management, Hotel Administration,
Business or related field.
Experience: Minimum 1-year of night audit, 2-years experience in
front desk operations, and 1-year experience in either direct sales
or retail trade; OR, an equivalent combination of education and
Management Activities: Check all that apply
X Interview, select and train associates
X Set and adjust associates' rates of pay and hours of work
X Direct the work of associates
X Appraise associates' productivity and efficiency for purpose of
recommending promotions or other changes in
X Handle associate complaints
X Discipline associates
X Plan the work
X Determine the techniques to be used
X Apportion the work among associates
X Determine types of materials, supplies, machinery,
equipment/tools used or merchandise to be bought, stocked
X Control the flow and distribution of materials or merchandise and
X Provide for the safety and security of the employees or the
X Plan and control the budget
X Customarily and regularly direct the work of at least 2 or more
full-time associates or their equivalent (1 full-time
associate at 40 and 2 half-time associates at 20 hours each, are
equivalent to 2 full-time associates).
X Authority to hire or fire other associates, or makes suggestions
and recommendations as to the hiring, firing ,
advancement, promotion or any other change of status of other
associates are given particular weight.
Physical Requirements and working conditions:
Ability to speak and hear in English. Close and distance vision.
Frequently lifts/carries up to 50 lbs. Continual use of manual
dexterity and gross motor skills with frequent use of bi-manual
dexterity and fine motor skills. Continually works in normal office
conditions and in close proximity to others.
Additional physical, visual and working conditions:
X Stand for long periods of time
X Walk extended distances
X Lift/carry 26-50 lbs.
X Reach hands and arms in any direction
X Kneel and/or stoop repeatedly
X Able to work overtime and irregular hours
While this job description is intended to be an accurate reflection
of the requirements of the job, management reserves the right to
add or remove duties from particular jobs when business need
Keywords: Hyatt Regency Westlake, Los Angeles , Assistant Front Office Manager, Executive , Westlake Village, California
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