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Summary:
At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing authentic hospitality and meaningful experiences to each and every guest.Hyatt is a place where high expectations aren't just met-they're exceeded. It's a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry.
The Assistant Front Office Manager at Alila Marea Beach Resort will play a crucial role in ensuring our guests experience is the highest level of luxury and hospitality from the moment they arrive. Working closely with the Front Office Manager, Valet and Bell Teams this position oversees the daily operations of the front desk, concierge services, and PBX operations, providing leadership and support to a team of dedicated professionals. Exceptional attention to detail, excellent interpersonal skills, and passion for delivering exceptional guest experiences will be essential to the success of this role.
Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards. Whether it's career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you.
Qualifications:
• Core Functions
1. Adhere to Hyatt Hotels Corporation guidelines and core values to ensure the health, safety and comfort of our colleagues and guests.
2. Guest Service Excellence:
• Ensure that all guests receive a warm and personalized welcome, maintaining the resort's reputation for exceptional service according to Forbes service standards.
• Address and resolve guest inquiries, requests, and issues in a timely and professional manner. Utilize the resorts Wecare processes and ensure colleagues are operating according to established standard operating procedures.
• Promote loyalty programs and incentives.
• Continuously train and mentor front office staff in guest service standards that are in-line with Forbes service standards.
3. Front Desk Operations:
• Assist in the management of check-in, check-out, and reservations to optimize room occupancy and revenue.
• Maintain the front desk area and resort lobby, ensuring it is organized and well-presented at all times.
• Ensure Front Desk agents use proper verbiage and display proper mannerisms in person, via chat, two-way radio and over the phone according to established Forbes service standards.
• Manage guest accounts and billing accurately and efficiently.
• Assist with all administrative functions including but not limited to departmental payroll, end of month reconciliation processes, and inventory management.
• Promote and help manage the resorts upsell incentive program.
• Assist in coordinating departmental outings, monthly meetings, and other training sessions as requested by Front Office Manager.
4. Team Management:
• Supervise and lead a team of front desk agents, concierge staff, guest experience coordinator, and bellmen. Assist with oversight of valet operations.
• Conduct regular staff meetings, set performance goals, and provide coaching and feedback in conjunction with the Front Office Manager.
• Assist in scheduling and staffing to ensure adequate coverage during peak times.
5. Quality Assurance:
• Monitor and ensure the accuracy of guest information and reservations in the property management system.
• Uphold high standards of cleanliness, appearance, and functionality in the lobby and front office areas.
• Assist in maintaining compliance with all safety and security procedures.
6. Communication and Collaboration:
• Foster a culture of teamwork and collaboration within the front office department and across other resort departments.
• Coordinate with housekeeping, maintenance, and other departments to meet guest needs and resolve issues.
7. Provide assistance to other team members and departments to contribute to the best overall performance of the department and hotel, and communicate effectively with guests and fellow team members.
8. Maintain a friendly, cheerful and courteous demeanor at all times, while providing personalized service to hotel guests
9. During lower-traffic periods (e.g., evening shifts following peak guest arrivals), the Assistant Front Office Manager will serve as the "Manager on Duty". Responsibilities include conducting property walkthroughs to ensure brand and service standards are upheld, identifying and reporting maintenance or safety concerns, and supporting guest recovery efforts through proactive service and problem resolution. Additionally, the Assistant Front Office Manager will provide dotted-line supervision and support to the Valet Parking department after the designated valet leadership has concluded their shift, ensuring smooth arrival and departure experiences for guests.
10. Other duties as assigned.
Qualifications
• Minimum 3 years work experience in front office or guest service management.
• Bachelor's degree in Hospitality or related field preferred.
• Proficiency in MS Office Suite.
• Experience with hotel management systems and hotel reservation software.
• Experience in luxury/upscale hotel setting: Forbes-standards.
• Skillful in project planning/ tasks and able to prioritize projects/ tasks.
• Highly organized and efficient, pro-active and results driven, and ability to adapt and demonstrate flexibility. Leads by example and with integrity.
• Excellent communicator and team motivator. Business-like, socially engaged, passionate, expressive demonstrating a positive attitude.
Mental and Physical Demands
• Frequent: Sitting, standing, walking throughout property, working on a computer, typing, filing, climbing stairs, and interacting with guests (speaking, listening, writing).
• Occasional: Lifting, pushing, and pulling guest luggage and property equipment. Occasional stooping and bending.
The salary for this position is $70,400-$75,000. Thisis the pay range for this position that Alila Marea Beach Resortreasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience and education.
All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.