Assistant Front Office Manager at Westin Hotels & Resorts

Job Function

• Join our amazing team and deliver unforgettable and memorable experiences. We are recruiting for an enthusiastic individual with a positive attitude. Reporting to the Front Office Manager, the successful incumbent will be required to provide professional and excellent customer service and is expected to support and assist with the front office operational requirements and all related areas as required and to maintain the exceptional customer service standards expected in accordance with Marriott International and Westin Brand Policies and Procedures.

Required Experience & Qualifications

Appropriate Tertiary Hospitality qualification

• Minimum of 3 years’ experience in a similar position within a 5-star environment
• Good leadership, communication and interpersonal skills.
• Professional Disposition 
• Strong planning and organizing skills to meet deadlines
• Effective problem solving, decision making and conflict management skills 
• Ability to work within a pressurized environment
• Ability to use Initiative and be proactive and self-driven
• Experience in IR management and disciplinary processes
• Ability to work without supervision and within a team
• Attention to detail pertaining to area of responsibility
• Maintain a neat, clean and well-groomed appearance as per company standards
• Extensive working knowledge in MS Office in all MS office applications as well as OPERA

Key Areas of Responsibility

• Ensure that the highest standards of service in the Front Office departments are maintained and developed at all times
• Effectively co-ordinate and organise the operations of the Front Office department
• Provide support and guidance to all Front Office departments to ensure efficiency throughout 
• Achieve hygiene, health and safety standard requirements 
• Interviewing, screening and hiring of new employees
• Appraising performance; recognition and discipline.
• Co-ordinate training programmes and skills enhancement initiatives for Front Office staff in guest service, safety, hygiene, etc.
• Address and resolve both guest and staff concerns.
• Maintain a safe work environment by ensuring high standards of repair, hygiene and safety.
• Guest interaction regarding special requests

Supporting Management of Front Desk Team 

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members
• Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
• Ensures employee recognition is taking place on all shifts.
• Establishes and maintains open, collaborative relationships with employees