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Hilton · 1 day ago

Assistant Front Office Manager - Waldorf Astoria Las Vegas

Waldorf Astoria Las Vegas3752 S Las Vegas Blvd

Full-time

Onsite

Mid, Senior Level

1+ years exp

Hilton is a leading global hospitality company dedicated to providing exceptional guest experiences. The Assistant Front Office Manager will assist in managing Front Office operations to ensure outstanding guest service and financial profitability, while also overseeing team performance and enhancing guest experiences.

HospitalityLeisureResorts

Responsibilities

Assist in the management of all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation

Assist in monitoring and developing team member performance to include, but not limited to, providing supervision, conducting counseling and evaluations and delivering recognition and reward

Recruit, interview and train team members

Assist in monitoring and assessing service and satisfaction trends, evaluate and address issues and make improvements accordingly

Oversee the VIP guest process including, but not limited to, reviewing VIP reservations and ensuring smooth check-in/check-out

Assist with up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue

Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events

Operate the Front Office properly, efficiently, and with profitability

Supervise and assist Guest Service Agents, Concierge, and Personal Concierge with their duties if necessary

Oversee Front Services operation to ensure seamless coordination of luggage storage and delivery, package handling, and valet parking services

Enforce company, hotel, and departmental policies and procedures

Ensure a warm and genuine arrival and departure experience in compliance with Forbes Five-Star standards

Coordinate guest experiences with other departments in a cooperative manner

Effectively communicate information and guest requests to all relevant departments

Personally welcomes guests in VIP categories as well as repeat guests; recognize and anticipate their individual needs

Ensure that guest history records are accurately maintained and all repeat guests preferences are met

Perform aspects of human resources and training functions, including counselling, coaching, training, developing, disciplinary actions, etc., for Guest Service Agents, Concierge, Front Services, and Personal Concierge

Ensure and maintain a very high standard of personal hygiene, behaviour and grooming standards of staff

Handle and document all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily

Spend time in all hotel public areas periods to ensure that the area is managed well by the respective team

Leads and coaches the team to achieve departmental goals, such as the upsell program, engagement in the Hilton Honors loyalty program, and internal concierge bookings

Strategically manage room inventory to provide a positive guest experience, while maximizing occupancy and overall profitability

Identify quality improvement trends and effectively communicates issue to the Front Office Manager

Independently own and execute special projects to enhance guest experience, hotel revenue/profitability, or employee engagement

Perform any other reasonable duties as required by the Front Office Manager

Qualification

Management experienceFront office operationsCommunication skillsComputer literacyFluency in secondary languageOnQ ExperienceTeamworkCustomer focusAdaptability