Hotel- Assistant Front Office Manager

Job Description

Overview

Canyon Ranch inspires your well way of life. Since 1979, Canyon Ranch has been a trailblazer and leader of the integrative wellness lifestyle through immersive, life-changing destinations in Tucson, Arizona and Lenox, Massachusetts, a wellness retreat in Woodside, California and the largest day spa in North America at The Venetian Resort in Las Vegas. Canyon Ranch guests experience lasting transformation through curated pathways that answer their wellness intentions. We deliver personal guidance from world-class experts in health & performance, food & nutrition, spa & beauty, fitness & movement, and mind & spirit that inspire proven, lasting impact on Canyon Ranch members as they pursue their well path.

Responsibilities

Along with the Front Office Manager, Responsible for managing the smooth, cost-effective operation of the Guest Service, Night Audit and PBX Departments. Work collaboratively with managers across the property to ensure the highest level of guest satisfaction possible. Reports to the Front Office Manager.

Guest Experience : Maintains guest visibility and availability on the floor to ensure that staff support guests, members, and homeowners as necessary. Trouble-shoots and resolves guest problems or complaints and directs and approves the resolution of guest problems or complaints as needed. Coordinates the friendly, professional, and efficient reception, registration and account settlement for all hotel guests and members. Ensures the adherence to departmental goals, policies, and procedures as they relate to guest, member, and homeowner experience and satisfaction.

Operations : Manages and ensures smooth day-to-day operations of the Front Office and Bell Services areas in conjunction with the Front Office Manager. Responsible for maintaining proper inventory of operating and office supplies, placing orders as needed and within department budget. Develops and implements new department policies and procedures to ensure smooth functioning of the operation; maintains current department policies and procedures.

Staff Supervision : Provides daily supervision and direction for all colleagues in the Front Office areas, ensuring exceptionally friendly, professional, and efficient reception, registration and account settlement for all hotel guests. Ensures all staff follow proper daily procedures and supports department and staff with all guest related activities focusing staff on guest engagement. Assists the Front Office Manager with the selection, on-boarding, training coaching and counseling of all staff in the Front Office areas. Participates in the development and issue of performance reviews, counseling, and training of colleagues in designated areas. Adjusts availability of staff when needed, due to house counts, illness, vacation, etc. Ensures that payroll, time sheets and reporting are correct. Ensures that colleague scheduling and payroll responsibilities concerning the front office areas are processed in a timely manner.

Communication : Communicates with other managers, supervisors, team members and departments on a regular basis, providing efficient and cogent briefings of any unresolved incidents or issues that occurred during shift.

Financial Accountability : Ensures processing and understanding of all billing functions. Participates in the development of the department budgets and manages daily operation and payroll expenses to achieve or exceed planned budgets.

Training : Assists Manager, coordinates and ensures appropriate job skills training is executed, completed and documented in a timely manner. Meets regularly with these staff members to insure goals are being accomplished. Maintains training checklists for each position and insures timely completion by new staff. Ensures new staff complete certification testing in a timely manner. Prepares and maintains all Operations Manuals, training materials, and logs for each of the departments, keeping information accurate and complete as demands change.

Days and hours scheduled vary.

Qualifications

Having a Bachelors Degree is a plus but not required, though a High School Diploma or GED is necessary. (Or any combination of academic education, professional training or work experience, which demonstrates the ability to perform the duties of the position).

You will need at least 3 years of experience in hotel, resort or destination spa or related field and 1 year of experience in front office leadership position.

The position is hands-on and requires someone who is organized with sharp attention to detail. Excellent guest relation and communication skills are essential.