Assistant Front Office Manager

Reports to: Director of Front Office

Compensation Window: $64,000.00

Intro

The William Vale aims to blend the authenticity of the Williamsburg neighborhood with a forward-thinking approach to the hospitality experience. The William Vale offers a comfortable contemporary atmosphere combined with intuitive design and modern comfort – we pride ourselves on offering warm hospitality to all.

We understand that for our Colleagues to give their best work, we must meet (and exceed!) their expectations as an employer. We promote a culture of respect, diversity, career growth and fun. Success awaits motivated individuals who join our team.

Seeking

A team-minded and solution-orientated people-person with expert communication skills who will provide leadership and support to the Front Office team. A growth-focused professional who aims to constantly improve guest and employee experience.

Key Responsibilities

People & Leadership Responsibilities

• Coach and lead the Front Office Team alongside your fellow Assistant Front Office leaders. Support the Director of Front Office’s team vision by celebrating successes and providing feedback for growth. Keep a collaborative mind-set and lead by example.
• Build and maintain positive working relationships and communication practices with all departments to assure effectiveness and efficiency.
• Providing training to new hires and continued learning and coaching to all team members. Display an eagerness to grow and support the growth and advancement of your team members.

Guest Facing Responsibilities

• Provide elevated, personalized, and best-possible service to guests at all times. Provide a memorable experience.
• Anticipate and respond to guest needs quickly, and proactively when possible. Expect and react promptly to guest requirements, requests, and inquires.
• Actively listen and ask questions as needed to fully understand guest complaints. Navigate difficult conversations with best practices, such as: remaining calm and professional, staying empathetic, and displaying confidence that you can help – if/when you can’t help, pull in support from management. Debrief team following difficult conversations – assist Front Desk management in building tools and systems which may help moving forward.
• Communicate clearly, utilizing professional language and a friendly/warm tone.
• Promote all amenities, conveniences, and programs offered at The William Vale. Make guest to Concierge introductions.

Task-Based Responsibilities

• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit reports, and maintain close observation of daily house count and selling status.
• Verifies that all accurate room status information is maintained and properly communicated.
• Oversee and coordinate all arrivals and departures of special guests.
• Review the arrival list daily and assist in preparing and distributing welcome amenities.
• Oversee communication between guests and Guest Service Agents – follow up to ensure complete service recovery.
• Maintain an organized and comprehensive filing system with documentation, including: purchases, vouchering, schedules, forecasts, reports, and tracking logs.
• Understand all aspects of Front Office computer systems, including software maintenance, report generation and analysis, and simple configuration changes.
• Enforces all cash-handling, check-cashing, and credit policies.
• Attend meetings and trainings as scheduled by the People & Culture Team and the Director of Front Office.

Qualifications

• 3+ years’ hospitality experience, preferably in the luxury hotel arena.
• 1+ year leadership experience
• Outstanding communication and problem-solving skills. Excellent interpersonal and relationship building skills.
• Understanding of Microsoft Office (Excel, Word, Email) – experience with HSM is a plus.
• Schedule flexibility to meet the demands of a 24-hour operation. PLEASE NOTE: Assistant Front Office Managers rotate overnight responsibilities. Expect 3x pm shifts and 2x overnight shifts weekly.

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  Must maintain a high standard of personal appearance and grooming.
• Must maintain regular attendance in compliance with hotel needs.
• Must be able to maintain confidentiality of sensitive guest and colleague information.