Assistant Front Office ManagerCarneros Resort and SpaNapa, CA
A property of: Evolution HospitalityPosted 2 weeks ago

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Job Description

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The Assistant Front Office Manager is responsible for assisting the Front Desk Manager with the operation of the Front Office in an attentive friendly efficient and courteous manner providing all guests with quality service prior to and throughout their stay while maximizing room revenue and occupancy. Management-level associates are expected to work as much of each workday as is necessary to complete their job responsibilities; for OEM associates overtime does apply and is calculated accordingly.

Job Requirements

Qualifications

  • At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
  • Supervisory experience required.
  • Must be proficient in Windows operating systems.
  • Must be able to convey information and ideas clearly.
  • Must be able to evaluate and select among alternative courses of action quickly and accurately.
  • Must work well in stressful high pressure situations.
  • Must maintain composure and objectivity under pressure.
  • Must be effective in handling problems in the workplace including anticipating preventing identifying and solving problems as necessary.
  • Must have the ability to assimilate complex information data etc. from disparate sources and consider adjust or modify to meet the constraints of the particular need.
  • Must be effective at listening to understanding and clarifying the concerns and issues raised by co-workers and guests.
  • Must be able to work with and understand financial information and data and basic arithmetic functions.

Responsibilities

  • Approach all encounters with guests and employees in an attentive friendly courteous and service-oriented manner.
  • Maintain regular attendance in compliance with Aimbridge Hospitality standards as required by scheduling which will vary according to the needs of the hotel.
  • Maintain high standards of personal appearance and grooming which include wearing the proper uniform and name tag when working (per brand standards).
  • Comply at all times with Aimbridge Hospitality standards and regulations to encourage safe and efficient hotel operations.
  • Comply with certification requirements as applicable for position to include: Food Handlers Alcohol Awareness CPR & First Aid.
  • Maintain a warm and friendly demeanor at all times.
  • Establish and maintain attentive friendly courteous and efficient hospitality at the Front Desk.
  • Respond to all guest requests problems complaints and/or accidents presented at the Front Desk or through Reservations in an attentive courteous and efficient manner. Follow up to ensure guest satisfaction.
  • Assist to Motivate coach counsel and discipline all Front Desk personnel according to Aimbridge Hospitality S.O.P.'s.
  • Ensure compliance to brand and company training using the steps to effective training according to Aimbridge Hospitality standards.
  • Assist with preparation of all Front Desk interviews and follow hiring procedures according to Aimbridge Hospitality S.O.P.'s.
  • Assist with 90 day and annual Front Desk employee performance appraisals according to S.O.P.'s.
  • Assist with development of employee morale and ensure training of Front Desk personnel.
  • Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency monitor credit report and maintain close observation of daily house count.
  • Attend all required Rooms Merchandizing meetings with all appropriate reports and documentation necessary to establish select sell guidelines and implement appropriate restrictions.
  • Assist with supervision of the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy.
  • Review Front Desk staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
  • Assist with preparation of employee Schedule according to business forecast payroll budget guidelines and productivity requirements. Present with Wage Progress Report to General Manager weekly.
  • Ensure that no-show revenue is maximized through consistent and accurate billing.
  • Maintain Aimbridge Hospitality S.O.P.'s regarding Purchase Orders vouchering of invoices and checkbook accounting.
  • Ensure that Wage Progress Productivity and the Ten Day Forecast are completed on a timely basis according to Aimbridge Hospitality S.O.P.'s.
  • Maintain a professional working relationship and promote open lines of communication with managers employees and other departments.
  • Work closely with Accounting on follow-up items i.e. returned checks rejected credit cards employee discrepancies etc.
  • Operate all aspects of the Front Office computer system including software maintenance report generation and analysis and simple programming.
  • Monitor proper operation of the P.B.X. console and ensure that employees maintain Aimbridge Hospitality S.O.P.'s in its use.
  • Monitor the process of taking reservations ensuring that Aimbridge Hospitality courtesy and upselling techniques are maintained.
  • Greet and welcome all guests approaching the Front Desk in accordance with Aimbridge Hospitality S.O.P.'s.
  • Ensure implementation of all Aimbridge Hospitality policies and house rules.
  • Understand hospitality terms.
  • Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
  • Coordinate all aspects of the ongoing implementation of the Aimbridge Hospitality philosophy of service.
  • Ensure correct and accurate cash handling at the Front Desk.
  • Attend monthly all-employee team meetings and any other functions required by management.
  • Obtain all necessary information when taking room reservations.
  • Ensure logging and delivery of all messages packages and mail in a timely and professional manner.
  • Be aware of all rates packages and promotions currently underway.
  • Follow and enforce all Aimbridge Hospitality hotel credit policies.
  • Process and handle guest laundry (property specific).
  • Ensure tht employees are at all times attentive friendly helpful and courteous to all guests managers and other employees.
  • Maintain and monitor 'Lost and Found' procedures and policies according to Aimbridge Hospitality standards.
  • Establish and maintain key control system.
  • Ensure participation within department for monthly Aimbridge team meeting.
  • Focus the Front Desk Department on their role in contributing to the guest service scores.
  • Monitor all V.I.P.'s special guests and requests.
  • Maintain required pars of all front office and stationary supplies.
  • Review daily Front Office work and activity reports generated by Night Audit.
  • Review Front Office log book and Guest Request log on a daily basis.
  • Assist the General Manager and Engineering Department in implementing and maintaining emergency procedures.
  • Be familiar with all corporate sponsored programs such as airline mileage Triple Upgrade or V.I.P. programs and the standards and procedures for each.
  • Maintain an organized and comprehensive filing system with documentation of purchases vouchering schedules forecasts reports and tracking logs.
  • Conduct meetings according to Aimbridge Hospitality standards as required by management.
  • Other duties as required.

Job Details

Mid level
Full-time

About this location

class:
Luxury
room Count:
51-100
location Type:
Urban

Values

Empowerment
Entrepreneurial
Growth
Innovation
Performance
Personal Growth
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Carneros Resort and Spa
Join our team at Carneros Resort and Spa.show more
Address4048 Sonoma Highway, Napa, CA, 94559 View map
Property typeHotel 
classLuxury 
room Count51-100 
location TypeUrban 

People (3)

WILLIAM LOUGHRAN A.K.A. “WILL”CHIEF OPERATING OFFICERA Colorado native, Will is from a dedicated family who believes in hard work, leadership and civic involvement. The oldest of three siblings, Will has been honing his leadership skills from a young age. His early experience at Culver Military Academy paved the way for his leadership style and disciplined dedication to his pursuits. At age 17, he was promoted to Captain of his unit, directly responsible for leading 50 cadets. The cadre had identified unique leadership skills in Will and his quick ascension from cadet to captain was the fastest in school history. Will believes leadership is a skill that should constantly be honed and refined – building at every opportunity. Will selected Evolution Hospitality because he believes companies with a strong, active culture are the most successful. One of his favorite examples is New Belgium Brewing Company because they have demonstrated successful growth with thoughtful stewardship of associates, the brand and a laser focus on sustainability. Will also thinks New Belgium produces some of the most creative marketing today – as well as a great product. Will’s favorite Guiding Principle is “Make it better than it was before.” A true optimist, Will always challenges conventional thinking and is passionate about improvement. It’s in his DNA. Giving up doesn’t come easy for Will. He has a different perspective on success and feels there is a big difference between achievement and potential. He cares deeply about reaching full potential – whether he’s talking about revenues or people – which also fits nicely with how we think at Evolution Hospitality.
JOHN MURPHY A.K.A. "MURPH"PRESIDENTMurph's a builder. Highly analytical, yet passionately creative, Murph enjoys proactively challenging age-old conventional thinking to improve processes and systems through innovative strategies. Murph also builds incredible human capital with a leadership style that is 50% inspiration and 50% accountability, and a belief that it's equally important to develop the person as a whole, not just as an employee. Balance is important in every aspect of Murph's life. He balances his obsession with enjoying great food and unique wine with his wife Heidi, with enthusiasm for working out. And results-driven and determined at work, he is equally involved in the lives of his three amazing kids and now triplet grandchildren. Murph's other passion is leading Evolution Hospitality's talented team, all vulnerable to each other's talents, without ego, without politics. Sarcastic and lighthearted, Murph is also the alpha dog when it comes to office teasing and pranks. "We only tease you if we love you" is Evolution's unwritten mantra, which further proves how much fun the team has doing what they do. Murph's favorite Guiding Principle is "Focus on what's important, not urgent" because he believes it's essential to only concentrate on what's truly meaningful at work and in every other area of our lives. Or as Murph would say it: "Sometimes you have to drop the fire hose long enough to find and kill the arsonist."
MARY CATHERINE SEXTON A.K.A. "MC"VP/HUMAN RESOURCESMary Catherine’s early life might be the storyline behind a great movie: growing up Catholic in Chicago as one of eight kids, four girls and four boys, and just a bit of competition between them. But the way MC sees it, although winning is important, winning with integrity is the only time it really counts. MC still misses the Chicago skyline, one of the most beautiful in the world, but she’s had enough of the city’s snow and ice. Like most snow birds she migrated many years ago to warmer destinations including Scottsdale and Las Vegas, and still owns a timeshare in Key West, Florida. Southern California fits the same bill. Mary Catherine is a voracious reader with over 1000 books on her Kindle, and plenty more paperbacks and hard cover books, on personal improvement and business topics as well as good novels. Other than reading she also enjoys baking, good wine (particularly Cakebread Cellars) and action movies like "Die Hard," "Lethal Weapon," "Fast and Furious" and the "RED" series. These activities complement Mary Catherine’s other passions which include spending time with family and close friends, learning and growing personally and professionally, and relaxing with good wine or coffee and a side of sunshine. She enjoys having fun while helping others, whether it’s a charitable endeavor or assisting associates reach their full potential. "Always do what you say you are going to do" is Mary Catherine’s favorite Guiding Principle. She knows that building relationships based on trust is one of the most important things you can do, with family, friends and business associates alike. If you always do as you say, people will trust your word and will come back to you time after time for help and guidance.

Culture (2)

Murray Lowe, General Manager - Evolution Hospitality
Darcy Lehmuth, Regional Director of HR - Evolution Hospitality
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Evolution Hospitality