Assistant Front Office Manager (Front Desk)

Organization- Hyatt Regency Washington on Capitol Hill

Summary

Join us for this incredible opportunity at the beautifully renovated 838-room Hyatt-managed Hyatt Regency Washington on Capitol Hill hotel, just steps away from the U.S. Capitol building. Not only will you be part of a talented team, you will also be part of a company that is one of Fortune's 100 Best Companies to Work For, for several years running!

The salary range for this position is $61,800 to $68,000 (commensurate with experience).

The Assistant Front Office Manager will have oversight over colleagues and guests, ensuring high levels of customer satisfaction and care. Responsibilities will include:

• Ensuring efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
• Training and development of colleagues, payroll, interviewing, scheduling, recognition, and coaching.
• Implement company programs.
• Prepare forecasts and reports and assist in the development of the Rooms Division budget.
• Monitor and maintain the front office systems and equipment to ensure their optimum performance.
• Track guest satisfaction surveys and maximize usage of the guest response tracking system.
• Provide training for entry level colleagues and supervisors.
• Develop and implement controls for expense management.
• Utilize labor management tools to schedule and control labor costs.
• Resolve problems and foster open communication amongst the team.
• Ensure timely completion of performance appraisals.
• Communicate both verbally and in writing to provide clear direction to staff.
• Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
• Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied.
• Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
• Maintain all front desk related equipment and a par stock of supplies.
• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
• Perform any other job-related duties as assigned.
  
  

Benefits available with this position include:

• Medical / Dental / Vision Insurance
• 401k
• Retirement Savings Plan (RSP)
• Basic Life Insurance
• Paid vacation, sick days, holidays, and new child leave
• Paid family bonding time and adoption assistance
  
  

Additional perks include:

• Free room nights after 90 days, discounted and friends & family room rates immediately
• Tuition reimbursement
• Free meal during the workday
• Employee Stock Purchase Plan
• Discounts at various retailers
• Growth potential locally and throughout the country
• Financial assistance for relocation if applicable
  
  

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Qualifications

• Minimum 1 year of hotel front desk experience preferred.
• Able to work any day of the week, including weekends and holidays, at any time, including overnights if needed.
• Proficient with a Property Management System preferred and computer literacy a must.
• Able to handle cash and credit transactions.
• Maintain a professional appearance and manner at all times.
• Communicate well with guests and colleagues.
• Should possess thorough knowledge of all front office operations and individual job requirements.
• Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact, and diplomacy to defuse anger and collect accurate information in order to resolve conflicts.
• Able to manage multiple tasks at all times and have excellent organizational skills.
• General knowledge of local area attractions and transportation.
• Able to observe and detect signs of emergency situations.
• Able to establish and maintain effective working relationships with colleagues and guests.
• Able to remain calm and alert during emergency situations and/or heavy hotel activity, serving as a role model for other colleagues.
• Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.