Assistant Front Office Manager

Job Information:

1. Must be able to work in Guam USA without any restrictions:
   1. US Citizens
   2. US Permanenet Residents
   3. Residents of Federated States of Micronesia (FSM)
2. Not eligible to sponsor for US work visa.
3. Full Time, Non-Exempt Management position.
4. Must be able to work flexible shifts including weekends and holidays.
5. There is no relocation package for this position.

Job Requirements:

1. Bachelor's Degree in Hospitality Management or Business Management or equivalent.
2. At least 2 years of experience managing guest services in a Resort environment. Should demonstrate Excellent understanding of hotel systems and revenue management principles. Demonstrated project management abilities, and experience both working independently on projects as well as collaborating across functions and departments.
3. Knowledge and skills

• Communication skills are utilized a significant amount of time when interacting with guests and employees. 
• Problem solving, reasoning, analytical, motivating, and training abilities are often used when coordinating functions, and performing general management duties. 
• Math skills, reading, and writing are used when completing paperwork, budgets, and other reports.
• Must possess or be able be able to obtain a government-issued driver’s license.
• Must be able to work nights, weekends, holidays, and during inclement weather.
• Excellent interpersonal skills to build relationships internally and externally.

What’s the job?

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As an Assistant Front Office Manager, you’ll deliver this through managing all aspects of the front office in the absence of Front Office Manager (for example guest registration, porter services, business centre, telephone services, concierge services, and guest reservations). You will also create the warm atmosphere that makes our guests feel at home in any location.

Your-day-to-day

People

• Support colleagues to make sure they deliver with compliance and to the standards we expect.
• Drive a great working environment for teams to thrive - linking up departments to create sense of one team.
• Promote teamwork and quality service through daily communication and coordination with other departments.
• Recommend or initiate any HR related actions where needed.
• Cooperates, coordinates and communicates with Department Heads and other inter-departmental secretaries as appropriate.
• Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance.
• Educate and train team members in compliance with federal, state and local laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties.
• Ensure your team are properly trained on systems, security, service and quality standards

Financial

• Help create the department’s annual budget and the setting of departmental goals.
• Monitor budget and control expenses with a focus on food, beverage, and labour costs….
• Help prepare annual departmental operating budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy, building initiatives and inventory management.
• Oversee night audit function and preparation of daily financial reports.
• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk.

Guest Experience

• Respond appropriately to guest comments and complaints (including social media), solicit feedback and build relationships that drive continuous improvements in guest satisfaction.
• Drive collaboration and quality service across the hotel through daily communication and coordination with other departments.
• Conduct routine inspections of the hotel’s outlets and public areas and take immediate actions to correct any deficiencies

Responsible Business

• Ensure that guest satisfaction data is analysed and that plans are developed and implemented to achieve established goals. Regularly review guest feedback and ratings and consider corrective actions to be implemented.
• Drives development and implementation of the annual and quarterly action planning to achieve optimum guest satisfaction and hotel compliance with all standards and requirements.
• Champion the identification and reporting of hazards, evaluation or risks, and design and implementation of hazard and control measures. Facilitate the reporting and investigation of injuries and illnesses arising from workplace activities, recommending corrective actions to prevent or minimise the chance of recurrence.
• Take the lead in a crisis in alignment with the hotel’s Crisis Manual. Conversant with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, Bomb Threat etc. 
• Demonstrate an understanding of Code of Conduct, IHG Way of Clean, Crisis Management ensuring the dissemination of information the team.
• Ad-hoc duties –you’ll support the team operationally and other hotel departments as required.

What we offer

In return we'll provide you a competitive financial and benefits package which may include Health (medical, dental & vision) insurance, a 401k plan with company match, Paid Time Off and Employee Discount. A chance to become part of the global IHG family - opening a door to endless career opportunities. We’re passionate about growing our talent. We’ll provide the training & development you need to succeed & progress into your next role. 

Join us and you’ll become part of the global IHG family – Our colleagues share some winning characteristics: we work better together, we trust and support each other, we aim higher by looking for better ways to do things, we do the right thing, and we welcome different perspectives. 

IHG is an equal opportunity employer: Minorities/ Females/ Disabled/ Veterans