Assistant Front Office Manager

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Job description

Assistant Front Office Manager at The Ballantyne, A Luxury Collection Hotel

Who We Are: The Ballantyne, A Luxury Collection Hotel, Charlotte welcomes guests with gracious service, elegant accommodations, and abundant amenities. Guests can experience authentic hospitality at our spa, seasonal outdoor pool, indoor pool, sauna, fitness center, exquisite dining at Gallery Restaurant, afternoon tea and leisure offerings.

Job Summary: Assists the Director of Front Office in overseeing the day-to-day operations of the front desk, and Guest Relations departments. Ensures that operations and communications meet Luxury Collection service and brand standards. Supports the team and the Director of Front Office in all customer service opportunities and service recovery. Assists in implementing new programs and processes that impact the Front Office.

Job Duties

- Monitors and responds to all forms of customer feedback, including guests' requests and complaints, in a timely and professional manner to ensure the appropriate action is taken. Follows up to ensure guest satisfaction.
-Assists at the front desk by checking guests in/out of the hotel, accepting payments, and answering questions.
-Monitors and controls all pre-arrival and post-stay communications.
-Assists in managing the Marriott Bonvoy membership program, ensuring that members are appropriately recognized, and all Marriott standards are met.
-Assists in the facilitation of VIP guest arrivals.
-Ensures proper recognition and preference delivery for all repeat guests.
-Assists the Director of Front Office in coaching and counseling team members as needed during shifts.
-Assists in maintaining effective communication within the department by facilitating daily shift briefings, participating in monthly department meetings, and sending email and verbal communications.
-Performs regular supply inventories for the front desk, concierge, and bell/valet stand.
-Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
-Develops department schedules, including the approval of staff requests and PTO.
-Serves as a role model to demonstrate appropriate behaviors.
-Brings issues concerning employee relations and satisfaction to the attention of the department manager and Human Resources.

Note: May be assigned additional duties by supervisor or manager

Education and Experience

-High school diploma or equivalent; bachelor's degree preferred
-2+ years of front office management experience and/or guest relations in a four star or four diamond hotel or resort
-Previous Marriott experience helpful but not required

Skills & Abilities

-Excellent verbal and written communication skills
-Strong time management skills
-Excellent planning and organizational skills
-Proficient computer skills using Microsoft Office
-Basic mathematical skills
-Ability to respond appropriately to guest inquiries and complaints while remaining calm and courteous
-Ability to speak a foreign language(s) a plus but not required
-Detail oriented
-Ability to work a flexible schedule, including evenings, weekends and holidays
-Ability to be on-call when away from work

Physical Requirements

-Ability to stand for extended periods, sit, walk, talk, hear, reach, grasp and perform repetitive motions
-Ability to push, pull, lift, carry or otherwise move up to 10 lbs.

Benefits:

-401k after 90 days, fully vested, company match to 3%
-Medical (4 plan choices)
-Dental (2 Plan choices)
-Vision
-Employee Assistance Program (EAP)
-Flexible Spending Account (FSA)
-Awesome Paid Time Off policy
-Marriott Hotel Discounts Worldwide
-Northwood Hospitality Discounts
-Discounts at our Gallery Restaurant and Spa