Assistant Front Office Manager

Lotte Hotel Americas•Seattle, WA

About The Position

LOTTE HOTEL SEATTLE is hiring passionate and talented hospitality professionals to join our journey in Seattle and share a great story that pursues love, freedom, and life to move the hearts of our guests. We are seeking professionals who are looking for a place that inspires them, challenges them, and makes them proud of where they work. We invite you to join us today. PURPOSE OF POSITION Reporting to the Director of Front Office, the Front Office Manager is responsible for the supervision of the front office team and fills the role of the acting manager in his/her absence. Also, the Front Office Manager plays the role of a mediator between the higher-ups and junior team members, improving the working environment of the department to ensure a smooth operation.

Requirements

High school diploma or its equivalent. Bachelor’s degree or higher in related field preferred.
Experience in front office work and guest room management required
Possess a gracious, friendly, and fun demeanor.
Ability to multitask, work in a fast-paced environment and have a high-level attention to detail.
Strong verbal and written communication skills in English.
Ability to work independently and to partner with others to promote an environment of teamwork.
Ability to analyze data and trends and create strategies for improvement.
Results oriented with the ability to be flexible and work well under pressure.
Excellent interpersonal skills with strong written and verbal communication abilities.
Creative, effective leader and team player, possessing a high degree of professionalism, sound human resources management principles, communication, administrative skills and the ability to make sound and timely business decisions.
Ability to work a flexible schedule: weekends, holidays, AM, PM, overnight and overtime when needed.
Must have at least 2 years of Opera knowledge
Must have experience working at a hotel managing a team
Must excel in various billing (group and transient)
Must possess basic computer skills.
Must have excellent communication skills verbal and written.
Must show basic computer proficiency such as with MS Office (Word, Excel, Powerpoint, etc.).

Nice To Haves

Experience in a luxury property, preferred

Responsibilities

Manage and supervise the work of team members.
Comply with company regulations. Train team members to enhance the service standards on professional appearance and attitude. Continually inform others about any applicable changes.
Train and manage team members accordingly to provide standardized service.
Ensures that the team is Forbes trained and is familiar and practicing all standards at all times.
Assists with Forbes Standards auditing for the Front Office Department
Trains new hires, providing support for skills development
Assists with drafting SOPs, pending approval from the Director of Front Office.
Alert any potential overselling dates to DOFO
Trained to identify guests who we will walk in an oversold night and reach out to hotels and guests preemptively
Work with Rooms Controller and ensure the information on Opera is accurately reflected in the group resumes
Ensure all routing is set up correctly for arrivals
Manages and trains on Alaska crew reservations
Assists with closing all open folios
Trained and familiar with all shifts and expected to fill shifts when there is a call out.
Ensures that all front desk agents are punctual and are in adherence to our attendance policy. If not, this is reported to the DOFO.
In the absence of DOFO attends all relevant meetings, if scheduled
Assists DOFO with managing overtime
Be responsible for the promotion of customer-oriented service and maintain perfect knowledge of services offered by the hotel.
Keep informed of all general matters in relation to guest rooms. (Types of rooms, rates, check in/out time)
Keep informed of auxiliary facilities. (Types of facilities, their sizes, their hours of operation, types of shops leased from the hotel and their products)
Keep informed of how to access the information that customers may request, as well as the membership system and its related services.
Support front desk operations (checking in/out) to ensure a smooth operation.
Report to the Director of Front Office immediately in the event of overbooking or other unusual circumstances.
Explain special events and promotions offered by the hotel for customers.
Handles any guest complaints that cannot be settled directly by team members and provides a fast solution and if cannot be resolved escalates it to the Director of Front Office.
Be respectful of company property. Place and manage business materials and equipment in an appropriate manner.
Supervise and maintain the availability, cleanliness and tidiness of stationery and other items.
Supervise team members' compliance with sanitation, cleanliness, fire prevention, health and safety standards.
Create a good work environment for team members. Provide essential support in handling any problems that may arise.
Carry out his/her duties as the acing Manager in his/her absence.
Perform all check in/out tasks and other related tasks in compliance to the manual and the Standard Operating Procedure (SOP).
In the event that a problem arises in facilities or services, report to the Manager and take appropriate measures immediately.
When many customers are waiting, lend assistance in guiding the customers.
Constantly work on self-improvement.
Promote a positive and cooperative work environment for teamwork.
Support front desk operations (checking in/out) to ensure a smooth operation.
Be in charge of general administrative duties at the front office. Organize and maintain records.
Follow the company's brand standards and code of business conduct.
Keep informed of the company's values and ideal conduct. Act accordingly.
Pursue the operational goal by carrying out all assignments tasked by a senior team member.
Attend necessary training sessions as required by a training manager in accordance with any training plans.
Maintain positive and productive working relationships with other team members and departments
Adhere to hotel grooming standards at all times
Use professional and polished language in all written and oral communication
Lead with passion and enthusiasm with a commitment to excellence and a creative approach
Dedicated to creating personalized experiences and lasting memories for our guests
Ensure the implementation of the highest standards in guest service, constantly seek out ways to improve product and service as well as increase volumes and profits
Follow department policies, procedures and service standards
Follow all safety policies
Oversee for cleanliness, organization and housekeeping/maintenance standards
Stand for an extended period of time or for an entire work shift.
Maintain proper posture while at the desk and work area.
Enter and locate work-related information using computers and/or point of sale systems
Other duties as assigned
Maintain a close, cooperative relationship with other departments to guarantee effective communication.
Supervise team members' compliance with sanitation, cleanliness, and fire prevention, health and safety standards.
Supervise and maintain the availability, cleanliness and tidiness of items used in the department.
Represent Lotte Hotel’s service standards to all customers and provide them with distinguished services.
Respond to customer requests promptly and with accuracy
Predict customer needs and strive to resolve complaints
Maintain a high level of knowledge concerning hotel services in communicating with customers
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Follow company and department policies and procedures.
Adhere to cash handling policies and procedures stipulated in the Cashier Bank Contract
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Perform other reasonable job duties as requested by Management.