Main characteristics
- Location
- Carlsbad, California
- Company
- LEGOLAND Parks
Job summary
Roles & Responsibilities:Overview: Manages Senior Front Desk employees and Front Desk Agents
The Assistant Front Office Manager is responsible for assisting the Hotels Manger to oversee the Front of House area/functions and overall guest experience of the Hotel.
Leading the Front Office team in welcoming guests to the hotel through the arrival process, departure process and all other services required throughout the guests stay.
Develop and lead a positive, professional and strong team, with a focus on guest satisfaction, quality of service and delivery and development of a high level of skills. Act as a role model in leading this through The Merlin Way.
Ensure all queries and complaints are dealt with accordingly and exceed guests expectations along the way.
Operations
Monitor and review all activities in the Front Office areas to ensure there is adequate cover to reduce guest waiting times, maximize efficiency and friendly service, cleanliness, health and safety (e.g. luggage blocking areas, safety of children etc.)
Responsible for managing all hotel outsourcing contracts
Continually review guest waiting times and guest satisfaction
Review service flow to ensure maximum efficiency and reduce time taken to manage guest interactions, speed of check in and check out, etc.
Provide a balanced level of support and leadership to both the day and night teams in the hotel.
Empower the relevant members of the team to make decisions in order to resolve guest issues and ensure a positive outcome.
Responsible for maintaining the House in PMS.
Routinely checks and responds to Reservation email requests and inquiries.
Communicates with Housekeeping and Engineering on the status of all room statuses and discrepancies.
BUSINESS IMPACT/RESULTS
Monitoring of night staff performance.
Ensure all cleaning is executed accordingly and to the correct standard.
Ensure all Health and Safety documentation is recorded and up to date, including risk assessments.
Communicate with Revenue Manager in terms of accuracy of night audit and other revenue related checks.
Monitor and review inventory for all Front Desk and Front Office supplies and collateral.
Required to adhere to, and maintain all policies relating to LEGOLAND California Resort. These controls include primary responsibility for the safeguarding of cash and Hotel revenues.
To exceed targets within company set-out formal audits, including Health & Safety, HR, Finance and Control, Operations.
Ensure there is adequate fire cover every night.
Provide a balanced level of support and leadership to both the day and night teams in the hotel.
Empower the relevant members of the team to make decisions in order to resolve guest issues and ensure a positive outcome.
Ensure the whole team has a clear understanding of the exact nature of their roles and the importance of positive energy.
Provide the relevant information, tools and training to the appropriate teams in order for them to deliver a high level of guest service.
CREATIVITY
Monitor and review guest feedback to identify and influence any guest satisfaction or additional revenue generating activity.
Explore and feedback any other sales opportunities and revenue streams.
Proactively seek to identify different methods of working and new products in order to maximize inefficiencies within the operation.
Create and facilitate trainings that are motivating and based off operational needs.
To ensure that the Front Office is compliant with brand and company operating procedures
COMMUNICATION
Directly responsible for all aspects of the daily Front Office operation, to ensure a continually superior Guest experience and standards of service and health and safety.
Establishes, communicates and champions core standards throughout all guest facing areas.
Work closely with the Hotels Manager in terms of striving to achieve the wider hotel objectives.
Update the Hotels Manager on any operational issues in a timely manner, ensuring the earliest possible resolution and appropriate support in times of need.
Deliver motivational and inspiring daily team briefs to ensure the team is up to date with any current issues and information they may need to be aware of.
Establish a consistent way of communicating information to all staff in a 24 hour operation.
DECISION MAKING & AUTONOMY
Monitor and review operation of the department and implement changes to improve efficiency.
To ensure that the Front Office operates effectively on a day to day basis, in line with company and brand standards, and that the appearance of the Front Office creates a professional impression to guests and employees
To be on duty / on call at various times
In accordance with the company procedures to manage positive and poor performance to ensure maximum productivity, team member satisfaction and minimizing labour turnover.
Adhering to the company guidelines when recruiting team members and identifying those who are demonstrating The Merlin Way.
APPLIED KNOWLEDGE & SPECIALIST SKILLS
To review all business processes objectively and make recommendations to the Hotels Manager
Develop a full working knowledge of the Front Office Operation in all areas of: Front Desk, PBX, Rooms Controller, and Reservations.
Ensure all hotel SOPs, Risk Assessments and training (generic and specific) is carried out, reviewed, updated and recorded
MANAGING RESOURCES
Ensure team and departmental costs are kept within the agreed budget.
Establish and promote an environment which encourages input, initiative and creative approaches through coaching, review, target setting, feedback and team area ownership.
Ensure all employees receive regular training to update their skills and knowledge and meet their own personal development needs.
To proactively monitor employee performance throughout the Front Office, advising and coaching front line MCs as necessary to ensure appropriate actions are taken to readdress any poor performance, and to recognize superior performance
Drive Front Office training plans and evaluate to ensure that the training is relevant and achieves the required outcome.
To develop a cohesive and trained team who are able to execute superior guest service and budget control
Ensure team and department costs are kept within agreed budget.
COMPLEXITY & PROBLEM SOLVING
Creative ideas for delivery of guest satisfaction and operational targets.
Act as an incident controller to provide support and recovery to the Hotel.
Coordination of all rescue and evacuation activities for the hotel.
Demonstrate ability to resolve difficult guest situations which result in a positive outcome.
Provide guest recovery within the scope of the complaint provided.
Qualifications & Experience:
Physical Requirements:
Physical Requirements
A. Sitting:
1. None (0%)
2. Occasionally (1-33%)
3. Frequently (34-66%)
4. Constantly (67-100%)
J. Wrist Deviation (Side to Side):
1. None (0%)
2. Occasionally (1-33%) 3. Frequently (34-66%)
4. Constantly (67-100%)
B. Standing:
1. None (0%)
2. Occasionally (1-33%)
3. Frequently (34-66%)
4. Constantly (67-100%)
K. Hand/Wrist Repetitions (Up and Down):
1. None (0%)
2. Occasionally (1-33%)
3. Frequently (34-66%)
4. Constantly (67-100%)
C. Walking
1. None (0%)
2. Occasionally (1-33%)
3. Frequently (34-66%)
4. Constantly (67-100%)
L. Reaching:
1. None (0%)
2. Occasionally (1-33%)
3. Frequently (34-66%)
4. Constantly (67-100%)
D. Lifts and Carries: Frequency:
1. Up to 10 pounds None Occasionally Frequently Constant 2. 11 to 24 pounds None Occasionally Frequently Constant
3. 25 to 34 pounds None Occasionally Frequently Constant
4. 35 to 50 pounds None Occasionally Frequently Constant 5. 51 to 74 pounds None Occasionally Frequently Constant
6. 75 to 100 pounds None Occasionally Frequently Constant
7. Over 100 pounds None Occasionally Frequently Constant
E. Lifts Overhead: Frequency:
1. Up to 10 pounds None Occasionally Frequently Constant
2. 11 to 24 pounds None Occasionally Frequently Constant
3. 25 to 34 pounds None Occasionally Frequently Constant
4. 35 to 50 pounds None Occasionally Frequently Constant
5. 51 to 74 pounds None Occasionally Frequently Constant
6. 75 to 100 pounds None Occasionally Frequently Constant
7. Over 100 pounds None Occasionally Frequently Constant
F. Twisting:
1. None (0%)
2. Occasionally (1-33%)
3. Frequently (34-66%)
4. Constantly (67-100%)
M. Grasping:
1. Simple: < 50 pounds
2. Firm: > 50 pounds
G. Bending:
1. None (0%)
2. Occasionally (1-33%)
3. Frequently (34-66%)
4. Constantly (67-100%)
N. Manual Dexterity/Strength:
1. Gross motor, light-moderate strength
2. Gross motor, moderate - heavy strength
3. Fine motor, light-moderate strength
4. Fine motor, moderate - heavy strength
H. Squatting/Kneeling/Crawling/
Climbing:
1. None (0%)
2. Occasionally (1-33%)
3. Frequently (34-66%)
4. Constantly (67-100%)
O. Pushing:
1. None (0%)
2. Occasionally (1-33%) ___ lbs
3. Frequently (34-66%) ________ lbs
4. Constantly (67-100%) _______lbs
I. Pulling:
1. None (0%)
2. Occasionally (1-33%) ______ lbs
3. Frequently (34-66%) ________ lbs
4. Constantly (67-100%) _______lbs
Visual Requirements
Hearing
P. Visual Requirements:
1. Close eye work (small figures) 2. Color discrimination
- Minimal color discrimination
- Normal color discrimination
3. Other: Depth perception, distance vision, ability to focus.
Q. Hearing Requirements:
1. Special requirements
Able to consistently fulfill communication
needs. (alarms, phone ringing, conversation,
clear acuity within 100 feet)
Working Conditions
R. Temperature:
1. < 15 degrees Fahrenheit
2. Between 16 and 95 degrees
3. > 95 degrees
U. Driving:
1. None (0%)
2. Occasional (1-33%)
3. Frequent (34-66%)
4. Constant (67-100%)
S. Crawl Space/Cramped Position:
1. Exposed < 1 hour per day
2. Exposed 1-3 hours per day
3. Exposed 3-7 hours per day
4. Exposed > 7 hours per day
V. Noise (loud/repetitive, < 85 decibels per OSHA Standard):
1. None (0%)
2. Occasional (1-33%)
3. Frequent (34-66%)
4. Constant (67-100%)
T. Personal Protective Equipment (e.g. respiratory mask, etc.)
1. None (0%)
2. Occasional (1-33%)
3. Frequent (34-66%)
4. Constant (67-100%)
Other
W. Specify any other requirements or restrictions that should be considered .
Benefits:
What You'll Get...
Alongside company paid holidays, you can also look forward to enjoying a great benefits package, free tickets to Merlin attractions globally and 30% discount in our retail shops and restaurants.
We want to ensure that everyone has the opportunity to perform their best at interview, so if you have additional requirements due to disability or ill health please get in contact with (url removed).
Pay Range:
From USD $68,140.80/Yr.
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