Assistant Front Office Manager

ASSISTANT FRONT OFFICE MANAGER

Overview:

This leadership role assists the Front Office Manager in all aspects of the Front Office operation. Adheres to all brand standards and is committed to developing and implementing ideas to improve operations, revenue, policies, quality of guest experience, and hotel efficiency.

Meliá Orlando Suite Hotel

Celebration, Florida

In a company as large as your world, all that’s missing is YOU.

If you join Meliá Hotels International, you will immediately be empowered to enhance the experience of every guest.   We put the emphasis on having a qualified team of people working in an environment where flexibility, motivation, commitment, involvement and enthusiasm prevail.  We work together to grow in a company that is the leader not only in our different lines of business but also in people management, one of our main foundations. For those reasons and because we know that you are talented, ambitious, and are seeking to grow and improve as a professional, we are inviting you to come and achieve your dream with us!

Meliá Hotels International is the largest resort hotel company in the world.  With 372 hotels worldwide, and growing, the company has been firmly committed to international development.

Values

• Service vocation Because our guest is our reason for being
• Excellence Because we do things right with professionalism, efficiency and agility
• Innovation Because we anticipate and evolve to be better every day
• Proximity Because we love to share, listen...feel
• Consistency Because we do what we say

Benefits & Perks

• Competitive Compensation: Pay rates that meet or exceed area standards
• Competitive Benefits Plans: Health, dental, vision, and supplemental insurance
• Work/Life Balance: Holiday, vacation, and sick pay
• Worldwide Hotel Booking Discounts: Amazing discounts to everyone who is part of the company, including our family or friends
• Partner Discounts: Meliá Hotels International takes advantage of its leading position on the international market, striking deals with other companies to offer our employees products or services at a more competitive price. For example, theme parks, banks, airlines, insurers, and gyms, etc.

Essential Duties:

• Supports the Front Office Manager in leading and managing day-to-day operations and assignments for Front Office staff: Schedules, plans and assigns work.  Develop and communicate departmental strategies and goals.  Communicate and enforce policies and procedures.
• Ability to initiate disciplinary and coaching related actions in accordance with Company/Hotel rules and policies.
• Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
• Monitor Front Office staff to ensure guests receive prompt, professional attention and personal recognition.  Ensure guests are greeted upon arrival.  Respond appropriately to guest complaints. 
• Analyze guest satisfaction data in coordination with Front Office Manager and develop and implement plans to achieve established goals related to guest satisfaction scores, Front Office activities
• Achieve budgeted revenues, control labor & expenses, and maximize profitability within all areas of the Front Office.  Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Provides staff members an outstanding model of professional conduct, high morale and service.
• To respect any confidential information received regarding guests, staff and management.
• Coordinate VIP & Melia Rewards arrivals.
• Assist with ensuring a positive guest experience through proper delivery of amenities, guest follow-up, etc.
• Ensure all staff is properly trained on systems, security and cash handling procedures and standards and have the tools and equipment needed to effectively carry out their job functions.
• Ensure all Front Office staff completes opening and closing shift duties.
• Responsible for maintaining inventory and coordinates restocking of storage areas.
• Conduct monthly evaluations of team members who need re-training and daily/weekly follow-up on items from monthly action plans.
• Conduct routine inspections of the lobby and public areas to ensure the appearance of such areas reflects highly on the hotel, brand and Company.  Work with corresponding departments to correct any deficiencies.
• Ensure that up-sell goals are achieved or exceeded on a weekly and/or monthly basis.
• Provide advice and guidance to all departments within the hotel in order to implement new processes and procedures and/or improve the ones in place.
• Actively demonstrate excellence in customer care and service, while maintaining high levels of respect and a professional image at all times within the hotel.
• Act as Manager on Duty (MOD) as needed.
• Maintain positive guest relations.
• Handle guest complaints following the instant pacification procedures and ensuring guest satisfaction.
• Be up-to-date with all hotel features and local attractions/activities to respond accurately to any guest inquiry.
• Ensure uniform and personal appearances are clean and professional, and maintain confidentiality of proprietary information.
• Attend regular trainings, and daily, weekly and/or monthly meetings.
• May assist by performing other duties as needed.

Note that the foregoing qualifications are minimum essential requirements and there may be other requirements that arise based on business need.

Only candidates with authorization to work in the U.S.A. will be considered. At this time, no monetary relocation assistance is available.