Assistant Front Office Manager
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Assistant Front Office Manager

The Shelbourne Autograph Collection

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Assistant Front Office Manager

Cosa comprende il lavoro

Job Number 23100080
Job Category Rooms & Guest Services Operations
Location The Shelbourne Autograph Collection, 27 St. Stephen's Green, Dublin, Dublin, Ireland VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management

JOB SUMMARY

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

CANDIDATE PROFILE 

Education and Experience

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Supporting Management of Front Desk Team 

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

• Encourages and builds mutual trust, respect, and cooperation among team members.

• Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.

• Ensures employee recognition is taking place on all shifts.

• Establishes and maintains open, collaborative relationships with employees.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize, organize, and accomplish your work.

• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

• Strives to improve service performance.

• Collaborates with the Front Office Manager on ways to continually improve departmental service.

• Communicates a clear and consistent message regarding the Front Office goals to produce desired results.

• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.

• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Ensuring Exceptional Customer Service 

• Provides services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Serves as a role model to demonstrate appropriate behaviors.

• Sets a positive example for guest relations.

• Displays outstanding hospitality skills.

• Empowers employees to provide excellent customer service.

• Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

• Provides feedback to employees based on observation of service behaviors.

• Handles guest problems and complaints effectively.

• Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.

• Ensures compliance with all Front Office policies, standards and procedures.

• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Additional Responsibilities 

• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.

• Analyzes information and evaluating results to choose the best solution and solve problems.

• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.

• Functions in place of the Front Office Manager in his/her absence.

• Communicates critical information from pre- and post-convention meetings to the Front Office staff.

• Participates in department meetings.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.

Su di te

  • Lingua richiesta: Inglese.

L'azienda

The Shelbourne is Dublin’s most prestigious and historic five star property. For almost 200 years, it has been the beating heart of hospitality, unforgettable experiences and luxury within the capital.

The hotel offers 265 exquisitely appointed guest rooms, including 19 lavish suites, many named after the hotel’s most notable guests. For special celebrations and distinguished business events, the 10 historic meeting rooms can host gatherings of up to 348 guests.

The Shelbourne offers a compelling range of options for dining and socialising. In The Saddle Room, the hotel’s grand culinary heritage is celebrated with a traditional fine dining menu built around Ireland’s most spectacular produce, served with a sense of theatre and style. The Lord Mayor’s Lounge, sometimes called Dublin’s most iconic drawing room, hosts the elegant ritual of Afternoon Tea. No. 27 The Shelbourne Bar offers a lively atmosphere and a menu of casual but elevated bar classics, while the intimate and unusual 1824 Bar specialises in spectacular cocktails and top shelf whiskeys. The legendary Horseshoe Bar has been a favourite haunt of Dublin’s literary and artistic icons for generations. The Terrace is the newest dining experience at The Shelbourne: an indoor/outdoor space within the hotel, it is full of character and comfort, serving fine wine and sharing platters.

Other facilities include a luxurious spa, offering a full menu of indulgent face and body treatments from highly trained therapists, a full service salon offering hairdressing, makeup application and manicures and a Health Club featuring a swimming pool, leading-edge fitness equipment, and a schedule of engaging and challenging classes led by expert instructors.

This magnificent hotel offers the finest training and opportunity to further enhance and develop your hospitality skills.

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Assistant Front Office Manager

Dublin, Irlanda

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