Assistant Director of Front Office

Overview

Opportunity: Assistant Director of Front Office

Lead and inspire the front office staff in creating flawless and personalized arrival, departure and other experiences for guests, while ensuring the department operates within the scope of the budget and well-defined service standards.

Potential Career Path

Director of Guest Service - Assistant General Manager – General Manager

Essential Job Functions

• Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
• Supervise assigned managers and provide guidance and leadership as needed to achieve the hotel’s performance objectives as it relates to the front office.
• Constantly monitor and communicate guest satisfaction scores to front office service professionals in an effort to achieve the highest guest satisfaction scores possible, correcting deficiencies while celebrating successes.
• Meticulously manage staffing levels in accordance with hotel budget and occupancy forecast, flexing schedules to obtain the right balance between guest satisfaction and efficient use of labor dollars.
• Review correspondence from guests and incident logs and direct staff to respond appropriately particularly as it relates to service recovery.
• Ensure front office staff complies with accounting controls and procedures when conducting guest transactions.
• Host daily manager pre-shift meetings to ensure the team is aligned around the day’s guest needs in terms of arrivals, departures or group needs.
• Actively participate in meetings related to budget, operations, associate relations, etc.
• Review, submit for approval, and order capital budget items.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards
• Perform other duties as requested by management.

HHM Hotels Benefits and Perks

• Medical, Dental and Vision Health Insurance
• Paid Time Off
• 401k Company Match
• Daily Pay
• Free Basic Life Insurance
• 24/7 access to TELUS Health, a confidential work-life resource.
• Travel Discounts
• Employee Assistance and Wellness Program
• Educational/Professional Development
• Referral Bonus Program

Position Requirements

• Associate or Bachelor’s degree preferred.
• Three to five years’ experience in a similar type hotel

Work Environment and Context

• Work schedule varies and may include working on holidays and weekends.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

About Us

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.

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