AsstMgr Front Office I

About the Role

Sheraton is seeking an AsstMgr-Front Office I to assist the Front Office Manager in overseeing daily front office operations and supervising staff. This full-time role involves managing areas such as Bell/Door Staff, Switchboard, and Guest Services/Front Desk, ensuring efficient check-in and check-out processes while maintaining guest and employee satisfaction.

Key Responsibilities

• Lead and influence team members, fostering mutual trust and cooperation.
• Supervise and manage daily operations, ensuring quality standards and customer expectations are met.
• Develop specific goals and plans to prioritize and accomplish work tasks.
• Handle guest complaints, disputes, and conflicts effectively.
• Collaborate with the Front Office Manager to continuously improve departmental service.
• Communicate Front Office goals clearly and consistently to achieve desired results.
• Participate in developing and implementing corrective action plans based on guest feedback.
• Emphasize guest satisfaction in all departmental meetings and focus on continuous improvement.

Ensuring Customer Service Excellence

• Provide services that exceed customer expectations for satisfaction and retention.
• Improve service by guiding and coaching individuals to understand guest needs.
• Serve as a role model for appropriate behaviors and guest relations.
• Empower employees to deliver excellent customer service.
• Interact regularly with customers to gather feedback on product quality, service levels, and overall satisfaction.
• Provide feedback to employees based on observations of service behaviors.

Operational Management

• Implement and ensure adherence to the customer recognition/service program.
• Ensure compliance with all Front Office policies, standards, and procedures.
• Monitor adherence to credit policies and procedures to minimize bad debts and rebates.
• Provide information to supervisors and co-workers via various communication channels.
• Analyze information and evaluate results to identify optimal solutions and resolve problems.
• Inform and update executives, peers, and subordinates on relevant information in a timely manner.

Qualifications and Experience

• 2-5 years of experience in a relevant field.
• Strong interpersonal and communication skills.
• Demonstrated ability to lead, influence, and encourage others.
• Proficiency in managing day-to-day operations and understanding employee roles.
• Ability to handle complaints and resolve conflicts effectively.

Additional Responsibilities

The AsstMgr-Front Office I will function in place of the Front Office Manager during their absence and communicate critical information from pre- and post-convention meetings to the Front Office staff. Participation in department meetings is also required.