Assistant Manager, Front Office

Date:  Aug 9, 2019
Property:  FASHION ISLAND HOTEL (0015)

Newport Beach, CA, 92660

Division:  Fashion Island Hotel (FIH)
Req ID:  30058

Position Summary:
  • Manages, administers, and supervises all guest services/bell services and contracted areas, in order to maintain the highest level of courteous, professional and efficient service to all guests.
  • Assist the Front Office Manager in administration and management all Front Office Operations to insure profitability, control costs and quality standards to insure total guest satisfaction.
Job Duties:
  • Communicates effectively both orally and in writing to provide clear direction to staff.
  • Observes performance and encourages improvement.
  • Interviews, selects, trains, supervises, evaluates, counsels, and administers disciplinary procedures for front office staff.
  • Monitors all guest arrival and departure points to ensure highest levels of guest service and makes staffing adjustments as required.
  • Manages all scheduling, and training programs of the Front Desk and Hospitality Services Agents.
  • Monitors employee performance and encourages improvement.
  • Creates and delivers daily pre-shifts and training topics.
  • Interacts positively with customers and takes action to resolve problems to the satisfaction of parties involved.
  • Handles customer complaints and participates in hotel quality forum focusing on continuous improvement. 
  • Uses guest name in a natural manner to ensure warm and personalized service.
  • Implements resolutions by using discretion and judgment.
  • Reviews VIP reservations and ensures proper handling of VIPs and groups, administers amenity orders, and resumes for incoming guests.
  • Updates system by inputting inventory and non-inventory groups.
  • Monitors special reservation requests handling and oversees rate changes on in-house guests.
  • Computes daily payroll, schedules, and other reports.
  • Prepares for daily arrivals a minimum of 3 days out to ensure credit challenges are avoided.
  • Partners with Finance department to address credit challenges.
  • Develops individual and team agendas focusing on operational efficiency, quality improvement and or financial benefits. 
  • Manages executive office projects by directing staff and monitoring progress as required.
  • Acts as a department representative to all other departments and contacts in the absence of the department head.
  • Plans, presents and implements training modules and supporting components to ensure all front office employees are kept up with latest customer service techniques and tools.
  • Monitors training and employee’s progresses to ensure standards are implemented and followed.
  • Participates in all necessary training as directed.
  • Ensures all brand standards are adhered to daily. 
  • Interacts positively with team members to foster team spirit and loyalty.
  • Seeks opportunities to ensure customer loyalty.  
  • Prepares team for Mystery Shops.
  • Attends and participates in meetings.
  • Communicates hotel information with management and staff to provide seamless service.
  • Conducts pre-shifts meetings, utilizes pass on, sends emails and leaves voicemail on important hotel information.
  • Communicates openly with the Front Office Manager on changes within the department.
Minimum Qualifications / Other Expectations:
  • College Degree in Hotel or Business Administration or a related field preferred.  
  • High School Diploma required. 
  • Minimum two to three (2-3) years supervisory or management experience, preferably in a hotel/resort environment.
  • Experience in selecting, hiring, training and supervising department staff. 
  • Strong written and verbal communication skills. 
  • Ability to effectively interact with customers and staff in a professional manner. 
  • Excellent organizational, time management and strong analytical and computer skills.

About Us:
Fashion Island Hotel (a part of Irvine Company’s Coastal Collection) is located in the heart of Newport Beach and is an oasis of premium coastal luxury - with a pulse.

With stunning city and harbor views, impeccably designed guest rooms and suites, more than 23,000 feet of event space including the largest ballroom in Newport Beach and much more - Fashion Island Hotel is in the center of it all.

Our employee community is comprised of hard-working, dedicated hospitality professionals who deliver genuine, personalized service that stays with guests long after they’ve left. It’s an environment populated with talented, passionate and experienced people, a collaborative spirit and abundant opportunities.

Apply today to join our employee community, and learn more about Irvine Company, our legacy and our guiding principles.

The Irvine Company is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, compensation, termination, and training, without regard to race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship status, marital status, pregnancy, age, medical condition, genetic information, military and veteran status, disability, or any other basis protected by federal, state, and local law. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

Nearest Major Market: Orange County
Nearest Secondary Market: Los Angeles

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