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Assistant Front Office Manager

Overview: Responsible for managing all aspects of the Front Desk experience and functions, in accordance with Rosewood hotel standards.  Directs, implements and maintains the service experience and management philosophy which serves as a guide to respective associates. Supervise all Front Office associates to include Front Desk Agents, Supervisors, Guest Services and Concierge.  The Assistant Front Office Manager will collaborate and coordinate with the Front Office Manager to assist with elevating the guest experience, guest activities, associate relations, training and to work within budgeted guidelines established by the property.  

RESPONSIBILITIES:

Drive the Hotel’s standard operation procedures in maintaining and implementing  Forbes standards

Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

Develop and support all front office associates through ongoing training programs and daily reiteration of procedures.

Coordinate and monitor all guest requests and amenities with corresponding departments.

Assist with interviews, hire and train associates according to Rosewood standards.

Ensure payroll and purchasing budget is maintained as agreed to in the annual budget review.

Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

Maintain positive guest relations at all times.

Resolve guest complaints, ensuring guest satisfaction.

Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.

Assist guest upon arrival/departure with luggage and vehicle retrieval and parking when needed.

Monitor and ensure that all cashiering procedures comply with Accounting policies and standards.

Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.

Coordinate with the Food and Beverage team on guest reservations, guest experiences and delivery time of amenities with Room Service, ensuring timely delivery.

Prepare and submit daily and weekly payroll records.

All other duties as assigned and required.

The list of responsibilities is illustrative only and is not a comprehensive listing of all functions and tasks performed by this position. The company reserves the right to add, remove or alter duties when business need dictates.

Experience: Minimum 4 years hotel experience with two years with Supervisor or management experience.  Luxury or ultra-luxury experience is preferred.

Education: High school diploma or equivalent education required. Bachelor's degree in hospitality, hotel management, business or a relevant field of work, or an equivalent combination of education and/or work-related experience preferred.

General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand our guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest/ associate information and pertinent hotel data.

Schedule: Flexible availability is required for this position to include days, evenings, overnight, weekends and holidays.

Technical Skills: Basic reservations management knowledge, i.e. forecasting, groups and convention bookings.  Basic knowledge of budget figures and maintenance of room inventory.  Interviewing skills to assess potential new hires.  Understanding of guest relations and ability to create a “team” atmosphere.  Basic math aptitude.  Ability to communicate effectively with guests and staff.  Mid-level to Advance computer skills and knowledge. Previous OPERA experience. preferred. Mid-level to Advance computer skills required.

Language: Required to speak, read and write English, with fluency in other languages preferred.

Physical Requirements: Must be able to exert physical effort in transporting a minimum of 35 pounds, endure various physical movements throughout the work areas; reach up and down, push and pull, remain standing stationary for long periods of time throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

Licenses & Certifications: Valid Driver's License with the ability to drive manual and automatic vehicles is required.

*Rosewood Washington DC requires all employees to be fully vaccinated against COVID-19, and applicants are required to submit proof of vaccination prior to starting employment. In accordance with the law, Rosewood Washington DC will accommodate employees who cannot be administered the COVID-19 vaccine for medical or religious reasons, and applicants should contact the Director of Talent and Culture if they have questions about this requirement or wish to request an accommodation.