Job Description
Job Description
JOIN LOTTE
LOTTE HOTEL SEATTLE is hiring passionate and talented hospitality professionals to join our next journey in Seattle and share a great story that pursue love, freedom, and life to move the hearts of our guests. We are hiring professionals who are looking for a place that inspires them, challenges them, and makes them proud of where they work.
We invite you to join us today.
THE IDEAL CANDIDATES WILL HAVE :
PURPOSE OF THE POSITION :
Reporting to the Director of Front Office, the Assistant Front Office Manager is responsible for the supervision of the front office team and fills the role of the acting manager in his / her absence. Also, the Assistant Front Office Manager plays the role of a mediator between the higher-ups and junior team members, improving the working environment of the department to ensure a smooth operation.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- EDUCATION : High school diploma or its equivalent. Bachelor’s degree or higher in related field preferred.
- EXPERIENCE : Experience in front office work and guest room management preferred
- Must be proficient in Opera
- Possess a gracious, friendly, and fun demeanor.
- Ability to multitask, work in a fast-paced environment and have a high-level attention to detail.
- Strong verbal and written communication skills in English.
- Ability to work independently and to partner with others to promote an environment of teamwork.
- Ability to analyze data and trends and create strategies for improvement.
- Results oriented with the ability to be flexible and work well under pressure.
- Excellent interpersonal skills with strong written and verbal communication abilities.
- Creative, effective leader and team player, possessing a high degree of professionalism, sound human resources management principles, communication, administrative skills and the ability to make sound and timely business decisions.
- Ability to work a flexible schedule : weekends, holidays, AM, PM, overnight and overtime when needed.
SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
Must show understanding of guest room revenues and basic calculations.Must show understanding of, and proficiency in, equipment and fixture used in the operation of the front office.Must be knowledgeable about applicable laws regarding the operation of hotels and guest rooms.Must possess basic computer skills.Must have excellent communication skills. Must be able to receive instructions and make reports with accuracy.Must show basic computer proficiency such as with MS Office (Word, Excel, Powerpoint, etc.).Must be knowledgeable about applicable laws regarding the operation of hotels and restaurants.CERTIFICATES, LICENSES, REGISTRATIONS
Certificates in hotel and housekeeping preferredESSENTIAL FUNCTIONS
Manage and supervise the work of team members on your shift.Ensure compliance with all company regulations, policies, and procedures.
Train team members to uphold high service standards in professional appearance, conduct, and guest interaction; promptly communicate any relevant updates or changes.Maintain a thorough understanding of customer service standards, guiding and managing team members to deliver consistent, exceptional service.Provide training in upselling techniques and monitor performance to ensure effective implementation.Ensure all team members are Forbes-trained and consistently uphold Forbes service standards.Support employee onboarding, coaching, and skill development; assist in the creation and refinement of Standard Operating Procedures (SOPs), pending approval from the Director of Front Office.Be fully trained in all shifts and available to cover shifts as needed in cases of absence.Monitor team punctuality and adherence to attendance policies, reporting any discrepancies to the Director of Front Office.Verify accurate billing setups for both transient and group reservations.Regularly review group resumes to ensure preparedness for upcoming arrivals.Assist with service recoveries, including determining and administering appropriate compensation.Participate in daily room balancing and oversee pre-assignment of rooms for VIPs and guests with special preferences.Assist with closing open folios and monitoring credit limits.Manage Alaska Crew reservations and coordinate with the Housekeeping Department to ensure timely room readiness, particularly on high occupancy days.Ensure the team remains active on communication platforms and responds promptly to guest inquiries.Perform additional duties as assigned.Customer ServiceBe responsible for the promotion of customer-oriented service and maintain perfect knowledge of services offered by the hotel.
Keep informed of all general matters in relation to guest rooms. (Types of rooms, rates, check in / out time)Keep informed of auxiliary facilities. (Types of facilities, their sizes, their hours of operation, types of shops leased from the hotel and their products)Keep informed of how to access the information that customers may request, as well as the membership system and its related services.Support front desk operations (checking in / out) to ensure a smooth operation.Report to the Director of Front Office immediately in the event of overbooking or other unusual circumstances.Explain special events and promotions offered by the hotel for customers.Handles any guest complaints that cannot be settled directly by team members and provides a fast solution and if cannot be resolved escalates it to the Director of Front Office.Facility Management, Cleanliness and SafetyBe respectful of company property. Place and manage business materials and equipment in an appropriate manner.
Supervise and maintain the availability, cleanliness and tidiness of stationery and other items.Supervise team members' compliance with sanitation, cleanliness, fire prevention, health and safety standards.Create a good work environment for team members. Provide essential support in handling any problems that may arise.Carry out his / her duties as the acing Manager in his / her absence.Perform all check in / out tasks and other related tasks in compliance to the manual and the Standard Operating Procedure (SOP).In the event that a problem arises in facilities or services, report to the Manager and take appropriate measures immediately.When many customers are waiting, lend assistance in guiding the customers.Constantly work on self-improvement.Promote a positive and cooperative work environment for teamwork.Support front desk operations (checking in / out) to ensure a smooth operation.Be in charge of general administrative duties at the front office. Organize and maintain records.Follow the company's brand standards and code of business conduct.Keep informed of the company's values and ideal conduct. Act accordingly.Pursue the operational goal by carrying out all assignments tasked by a senior team member.Attend necessary training sessions as required by a training manager in accordance with any training plans.Maintain positive and productive working relationships with other team members and departmentsAdhere to hotel grooming standards at all timesUse professional and polished language in all written and oral communicationLead with passion and enthusiasm with a commitment to excellence and a creative approachDedicated to creating personalized experiences and lasting memories for our guestsEnsure the implementation of the highest standards in guest service, constantly seek out ways to improve product and service as well as increase volumes and profitsFollow department policies, procedures and service standardsFollow all safety policiesOversee for cleanliness, organization and housekeeping / maintenance standardsStand for an extended period of time or for an entire work shift.Maintain proper posture while at the desk and work area.Enter and locate work-related information using computers and / or point of sale systemsOther duties as assignedSUPPORTIVE ROLES
Maintain a close, cooperative relationship with other departments to guarantee effective communication.Supervise team members' compliance with sanitation, cleanliness, and fire prevention, health and safety standards.Supervise and maintain the availability, cleanliness and tidiness of items used in the department.Represent Lotte Hotel’s service standards to all customers and provide them with distinguished services.Respond to customer requests promptly and with accuracyPredict customer needs and strive to resolve complaintsMaintain a high level of knowledge concerning hotel services in communicating with customersPOLICIES AND PROCEDURES
Protect the privacy and security of guests and coworkers.Maintain confidentiality of proprietary materials and information.Follow company and department policies and procedures.Adhere to cash handling policies and procedures stipulated in the Cashier Bank ContractEnsure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.Perform other reasonable job duties as requested by Management.PHYSICAL REQUIREMENTS
Frequency Key :
Never – 0 hours; Rare – up to 1 hour; Occasional – 1-3 hours; Frequent – 3-6 Hours; Constant – 6-8 hours
Physical Activity Frequency
Sitting Frequent
Walking Frequent
Climbing stairs Occasional
Crouching / Bending / Stooping Occasional
Reaching Rare
Grasping Rare
Pushing / Pulling Rare
Near Vision Constant
Far Vision Constant
Hearing Constant
Talking Constant
Smell Occasional
Lifting / Carrying (# lbs.) Occasional - up to 25 lbs.
Travel Rare
This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform from time to time. This job description reflects the job content at the time of writing and will be subject to periodic change in light of changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended accordingly. This job description in no way states or implies that these are the only duties to be performed by the team member occupying this position. Team members will be required to perform any other job-related duties assigned by their supervisor. Due to the nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays. The team member will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department / Division.
The team member will actively follow the Lotte Hotel Seattle policies including Equal Opportunities policies and will maintain an awareness and observation of Fire and Health & Safety Regulations.
