Assistant Front Office Manager - Hourly - Marriott San Diego Gaslamp Quarter $35.19hr

The Assistant Front Office Manager is responsible for assisting the Front Office Manager with the overall operations of the Front Desk including guest relations, managing guest service agents, and night auditors. Responsible for ensuring standard operating procedures are maintained while providing the highest quality guest service and generating maximum revenue for the department.

This is an Hourly Manager position that pays $35.19.

Benefits

• Medical (Anthem, Kaiser or Simnsa)
• Dental (Aetna)
• Vision (VSP) and Life (The Hartford)
• Voluntary Benefits including Accident, Critical Illness, Hospital Indemnity, Supplemental Life (The Hartford)
• 401K Retirement Benefits with 4% match and immediate 100% vesting (Transamerica)
• Vacation and Sick Pay
• Free Parking at the hotel ($175 value)
• Meal allowance per 8hr shift ($10 per meal period)
• Room Discounts with any Marriott Brand Hotel (31 different brand globally)
• Additional Room Discounts for select hotels within portfolio
• Two pairs of slip resistant shoes a year

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

Front Office

1. Manage day to day operations to ensure exceptional guest service.
2. Establishes standards, policies and procedures for the Front Office staff.
3. Handles guest complaints and requests. Resolve issues in a manner satisfactory to both the guest and the hotel.
4. Work with Sales and Revenue managers regarding guests and groups.
5. Complete weekly, monthly and annual reports as necessary.
6. Attends training seminars to perfect Front Office techniques and procedures and enhance supervisory skills.
7. Assists Front Desk Agents with duties when necessary to provide excellent guest service.
8. Analyze, monitor and respond to guest surveys and comments via GSS, social media (Trip Advisor, Expedia, etc).
9. Participate in Hotel Manager on Duty Program.

Staff Management

1. Hold a pre-shift meeting with staff prior to release to the floor.
2. Be prepared for each daily activity and review any variations with management and staff.
3. Work shifts are covered with adequate staff, ensure correct staffing during peak periods and high occupancy.
4. Consistently monitor the performance of associates on an on-going basis and provide feedback. Reward, discipline and document associate performance and provide timely counseling. Address associate complaints and resolve problems.
5. Supervise the staff and handle any associate situation.
6. Properly handle all administrative work with regard to interviewing, hiring, performance appraisals and terminations of staff.
7. Select qualified, goal and service oriented individuals and develop these individuals with clear guidelines to associates.
8. Maintain efficiency in the operation of the staff in a high standard of quality of service and courtesy, bringing total satisfaction to our guests and the hotel.
9. Maintain close control and inventory of uniforms, supplies, and equipment. Order supplies as needed.
10. Prepare and post weekly schedules in accordance to guest needs and staff availability.
11. Conduct frequent hospitality audits to ensure the staff are conducting themselves in the manner appropriate for the department. Ensure Service Excellence Standards are in place.
12. Maintain a complete and accurate set of logs.
13. Prepare and submit accident or injury reports when needed.
14. Be a Team Player and encourage the teamwork attitude among staff.
15. Ensure all guests who experience a problem receive an appropriate response, any promised compensation is delivered, and an appropriate follow up in a timely and professional manner.
16. Carries out supervisory responsibilities in accordance with Hotel policy and applicable laws.
17. Plan, assign and direct work of associates.
18. Prepare payroll.
19. Promote open channels of communication between all hotel departments.
20. Ensure all associates are safety conscious and trained in safe work practices.
21. Have a thorough knowledge of hotel fire regulations and policy, accident reports, safety programs, and what the direct duties are in relation to each; ensure that all associates are properly trained in these.
22. Facilitate the training all new employees, and ongoing training of existing employees, including cross training for all positions.
23. Facilitate departmental training modules; continually monitor, evaluate, and revise training content to reflect changes in the process; address the needs identified by associates.
24. Ensures lobby presence by Front Desk team.
25. Maintain a constant presence and visibility of management.

Administrative

1. Accountable for the financial performance of the department.
2. Monitor departmental, payroll and supply expenses in accordance with budgetary goals.
3. Holds department meetings and attends inter-departmental meetings.
4. Conduct inspections of work areas regularly and address items that need attention.
5. Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
6. Check group activity: VIPs, blocks, billings, parking, and special arrangements. Determine the requirements for and the follow up on special groups, VIPs, etc.
7. Follow supervisor's instructions and completes other duties as directed or assigned.
8. Expert user of PMS, Marsha, Vision Line GXP, FPG, and other front of the house systems.
9. Responsible for employee's engagement, support and associate opinion survey.
10. Monitors Marriott GSS and exceeds expectations on brand key factors.
11. Promotes and manage Marriott initiatives including Bonvoy and green program.
12. Promotes and manage FPG upsell program.
13. Ensures accounting SOPs are followed.
14. Manage labor, overtime, meal breaks, payroll, and labor reports. Process payroll weekly.
15. Ensures Marriott redemptions, AR, bad debt, walks discrepancy are followed.
16. Ensure interdepartmental communication with GXP platform in a timely and efficient manner.
17. Supervise night audit.
18. Responsible for department safety training and response to emergencies/employee injuries/guest incidents.
19. Lead daily stand ups and department meetings to communicate pertinent information, as needed.
20. Ensure established policies and procedures are being followed, departments are running efficiently and maintaining a high level of service.
21. Communicate efficiently within front desk department and throughout the hotel.
22. Ensure proper procedures are followed at Front Desk.
23. Act as the telephone and computer systems information resource.
24. Control expenses by administering departmental checkbook.
25. Handle check-ins/outs as needed and monitor activity at the Desk.
26. Audit team for Perfect Check In & Perfect Check Out and AYS calls
27. Review all Upsells using FPG and PMS and submit reviewed reports to weekly for payroll.
28. Manages gift shop, inventory and sales.

Why San Diego Marriott Gaslamp Quarter?

Are you ready to join the premiere team in the Gaslamp Quarter? We are not the Padres, but we are known as one of the best hotels in Downtown San Diego. We embody the energy and vibe that is the heart of the historic Gaslamp Quarter featuring the best views from our Award Winning rooftop bar Altitude Sky Lounge. Located next to Petco Park, Padres game days are also filled with fun, cheer and team spirit!

Come be a part of our family and help welcome our guests to their home away from home. Making you and our guests a part of one big family. Our mission is for our hotel to be a place where our associates would love to stay and our guests would love to work!

The San Diego Marriott Gaslamp Quarter is an Equal Opportunity Employer. All qualified applicants and employees will receive consideration for employment without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. If you need accommodation for any part of the application process because of a medical condition or disability, please send an email to Tracy Smith at hr@gaslampmarriott.com or call (619) 446-6031 or to let us know the nature of your request.

Innovative - Consistently introduces new ideas and demonstrates original thinking
Leader - Inspires teammates to follow them
Enthusiastic - Shows intense and eager enjoyment and interest

Ability to Make an Impact - Inspired to perform well by the ability to contribute to the success of a project or the organization
Growth Opportunities - Inspired to perform well by the chance to take on more responsibility
Job Security - Inspired to perform well by the knowledge that your job is safe
Flexibility - Inspired to perform well when granted the ability to set your own schedule and goals

Some college (preferred)
High School (required)

1 - 3 years: Guest Service Agent (required)
2 years: Front Office Supervisor (required)
1 years: Assistant Front Office Manager (preferred)

Skills