Assistant Front Office Manager

**About Us**

At **Crowne Plaza**®**, we want our guests to feel able to do their best, achieve their goals and be recognized for their success. We’re Making Business Travel Work by Bringing Humanity to Business Travel. We challenge the old world of business that’s overly formal, rigid and where guests feel like a room number not a person. We embrace the new world of business with caring and flexibility - through hotel colleagues who **Dare to Connect**

**Dare to Connect** is how we describe the Service Style at Crowne Plaza hotels. It shows we’re thinking and acting differently. We’re connecting with guests - and each other - in a more personal way. We’re showing our personalities (and sharing a little of ourselves) and learning more about the other personas a person, not as a room number or a co-worker. When we **Dare to Connect,** it means we:
**Dare to Make the First Move**we are proactive and positivewe are the first to greet and say hello, and the first to take action and help our guests.

**Adapt to the Moment**we might not be mind readers, but we can read our guest’s moods and needs and then change our pace, tone and take action so we can help a guest when they need it.

**Relate to Business Needs**we know that Modern Business Travelers need to be productive, so we make sure we prioritize the right things that help our guests do what’s important.

**Enable Quality Downtime**we know our guests want more from their trip than just business, so we make an effort to get to know them and give them recommendations that help them make the most out of their free time.

**Duties and responsibilities**

Financial returns:

- Participate in the preparation of the annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management.
- Oversee night audit function and preparation of daily financial reports.
- Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.

People:

- Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to help manage conflict and improve team member performance.
- Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.
- Ensure staff is properly trained on systems, security and cash handling procedures, and service and quality standards.

Guest experience:

- Ensure front office staff provides guests with prompt service, professional attention and personal recognition.
- Ensure guests are greeted upon arrival and make time to interact effectively with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
- Conduct routine inspections of the front office and public areas and take immediate actions to correct any deficiencies.

Responsible business:

- Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner.
- Train team members on PBX procedures and serve as a central communications point during emergency/crisis situations; develop and maintain relationships with local fire, police, and emergency personnel.
- Perform other duties as assigned. May also serve as manager on duty.

**Accountability**

This job is the top Front Office job at a full-service hotel or at a regional extended-stay hotel. May report to a Director of Rooms at a large luxury or resort hotel. Typically supervises front desk agents, and porter/shuttle services, reservations, PBX, etc. May oversee subordinate supervisors.

**Qualifications** and requirements

Bachelor’s degree / higher education qualification / equivalent in Hotel Management/Business Administration, plus 3 years of Front Office/Guest Service experience including management experience. Must speak fluent English. Other languages preferred.

**What we offer**

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.