Assistant Director of Front Office

Scope of Position

The Assistant Director of Front Office’s primary responsibility is to assist the Director of Front Office with the planning, directing, and managing of the Front Office operations to ensure high-quality standards and services and guest satisfaction. He/she is responsible for improving the guests’ experience through the management of the Front Office Manager, Guest Service Manager, Reservations Manager, Front Desk Agents, At Your Service Agents, Rooms Controller, and other associated departments.  The Assistant Director of Front Office also holds accountability for instilling consistency in JW Marriott Turnberry Miami Resort & Spa standards as well as generating and promoting ideas to enhance the guest experience.

Position Requirements

• Professional demeanor appropriate for a luxury environment.
• Minimum 5 years of progressive management experience in a hotel preferred.
• Previous Guest Relations and Front Office experience in a hotel required.
• Able to handle a multitude of tasks in an ever-changing environment.
• Detail oriented with outstanding organizational and communication skills.
• Effective at listening to, understanding, clarifying, and responding to the concerns and issues raised by guests and members.

Responsibilities

• Functions in place of the Director of Front Office in his/her absence.
• Responsible for overseeing Front Office, At Your Service, Reservations-Leisure, and Guest Services departments.
• Must actively participate in the decision-making process on guest relocation for nights when over-capacity, execute accordingly, and ensure a smooth relocation process. This effort must be coordinated with the Director of Front Office and/or Manager on Duty prior to shift start.
• Complete projects assigned by the Director of Front Office/Hotel Manager in a timely manner.
• Approach all encounters with guests, members, and Associates in a professional and personalized manner.
• Resolve all guest concerns to conclusion including working with other departments to ensure guest satisfaction.
• Maintain the confidentiality of all guest and member information and pertinent resort data, as well as the security of high-profile guests or members in accordance with JW Marriott Turnberry Miami Resort & Spa standards.
• Meet deadlines and coordinate among departments the delivery of quality amenities to guests.
• Communicates critical information from pre- and post-convention meetings to the Front Office staff.
• Serve as general guest information source.  Act as a salesperson for the Resort.
• Actively participate in daily briefings and meetings.
• Actively participate in training and continuing education of Front Office/At Your Service/Guest Services/Reservations staff.
• Understands GSS (Guest Satisfaction Survey).
• Assist in recruiting, interviewing, and hiring Associates; conduct performance appraisals, coach and counsel, progressive corrective action, motivate, develop, and train.
• Ensure Associates receive ongoing training to understand their job tasks and guest expectations.
• Ensures ongoing communication occurs in all areas of responsibility to create awareness of business objectives, awareness of expectations, and recognition of exemplary performance.
• Responsible for scheduling, payroll, and labor cost management.
• Ensure that all Front Office, Service Associates are in accordance with Resort accounting policies.
• Build rapport with VIPs, Bonvoy members, and distinguished visitors; escort guests to rooms, make welfare calls, and encourage feedback throughout guest stays.
• Perform any other reasonable duties as required by management.

Education

• High School diploma or equivalent or GED; 4 years’ experience in guest services, front desk, housekeeping, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in guest services, front desk, housekeeping, or related professional area.

Skills and Abilities

• Able to communicate in the English language. Second language is a plus.
• Able to work flexible schedules including holidays and weekends and able to perform multiple tasks.
• Experience using software programs such as Microsoft Office (Word, Excel, and Outlook).

Physical Requirements

• On a continuous basis, stand or walk for long periods of time.
• Intermittently twist to reach equipment or supplies surrounding desk.
• Use telephone and computer keyboard daily.
• Must be physically fit to lift, pull, and push items up to 50 pounds.
• Also requires standing/walking/reaching and bending throughout shift.