Assistant Front Office Manager

Driftwood Hospitality Management’s company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Driftwood Hospitality Management is renowned for our fully integrated approach to hospitality services all with outstanding client service. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel.

Join the team and love your job!

The team at the Iconic InterContinental Hotel is here to create and deliver luxury experiences for our guests, and that experience begins at the Front Desk. We are seeking a strong leader to drive the Front Desk team to service excellence every day.

Age Requirement: Must be at least 18 years of age Reports to: Front Office Manager/Assistant General Manager

The Front Desk experience will form the first and last impression of our guests and it’s your goal to ensure that we not only meet, but exceed, the expectations of our internal and external customers.

Responsibilities include:

• Actively recruit, train, motivate, and monitor associate behavior to attain and maintain elevated level of quality guest service.
• Achieve budgeted revenues and expenses while maximizing profitability related to the guest services department.
• Develop and implement short- and long-term financial and operational plans for the guest service department that relate to the overall objectives of the hotel.
• Increase level of guest satisfaction by delivery of an exceptional product through employee development, coaching, positive reinforcement and corrective action as required.
• Effectively manage the reservation function to maintain the highest possible room occupancy and average daily rate through suggestive selling by associates.
• Implement, maintain and correct procedures for credit control, financial transactions, security of financial assets, and guest security.
• Effectively and pleasantly respond to and resolve guest requests, complaints, or questions in a courteous and timely manner.
• Ability to accurately use various office and accounting software.
• Other duties and tasks as assigned.

Personal Skills

• Ability to assist with the design and preparation of statistical reports and presentations as needed.

• Ability to accurately and timely report information to appropriate parties.

• Ability to assist with various accounting department tasks as needed.

• Maintain hospitality standards; enthusiastically greet guests, make eye contact, smile, engage in polite conversation, use the guest’s name, thank them and invite them back!

• Has “a smile you can hear”. Uses customer-oriented telephone etiquette to get information. Greets callers, establishes rapport and projects professional tone.

• Has great attention to detail, ability to accurately report information and works well under pressure in a fast-paced environment.

• Ability to scrupulously follow all Driftwood and InterContinental Hotel policies and procedures.

• Is organized and able to prioritize workload; able to multi-task for the benefit of quality services

• Has superb communication skills; oral and written, ability to handle difficult people.

• Initiates communication or dialogue with management staff when processes, tasks, instructions etc. are not clear.

• Takes pride in a job well done.

• Has great attention to detail and works well under pressure in a fast-paced environment.

• Cooperate with employees from all departments.

• Is conscientious of and preserves hotel personnel and guest security, property and privacy at all times

• Must have a comprehensive knowledge of the English language to be able to effectively communicate with guests, associates and vendors.

• Must have a flexible schedule and be available days, nights, weekends and holidays.

• Must have good computer skills.

• Adheres to the dress code as outlined in the Driftwood Hospitality Associate Handbook and InterContinental Hotel Policies.

Physical Requirements

• Writing, typing, walking, bending, stretching, repetitive motions and standing for long periods sometimes in excess of 8 hours with only a half hour lunch break.
• Occasional pushing, pulling, lifting and carrying of up to 25 pounds.
• Hearing; communication with guests and staff, audible alarm systems.
• Specific vision abilities required include visual acuity; near/distance vision and the ability to see color.

Benefits

• 401(k)
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Room Discounts
• Employee Food and Beverage Discounts

EEO: Driftwood Hospitality Management is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.