At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life.

JOB SUMMARY

The purpose of this position is to manage the department daily tasks, assist in the training and counselling of the Host, Telephone operator and Guests Experience teams. Must be able to effectively handle colleague priorities and guest complaints and resolve them in an autonomous way, making track of resolution and following up.  With experience in a high-quality luxury boutique Hotel/Resort, the Assistant Manager FOH will support the Manager FOH and the Director of Rooms, and remaining colleagues in offering the highest level of customer service and making sure that the tools necessary to be successful are present.  Should present a lively personality to engage with guests and colleagues, always keeping the spirit of a healthy work environment. Must live the brand concept, being active, with an understanding and love for sport activities.  Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Most have a hands-on approach.   Manages the flow of questions and directs guests within the lobby.   

KEY DUTIES AND RESPONSIBILITIES

• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making. 

• Encourages and builds mutual trust, respect, and cooperation among team members from all Departments.  

• Serve as a role model to demonstrate appropriate behaviours. Demonstrates honesty/integrity; leads by example. 

• Assist the Director of Rooms and Manager, FOH to supervise and manage the departments. Understands employee positions to perform duties in their absence or in high demand times.  

• May-to-day operations, ensuring the quality, following of SOP’s and meeting the expectations of the guests daily for the designated teams.

• Assists in setting Departmental and individual goals and plans to prioritize, organize, and accomplish quality of service. 

• Evaluate the staffing requirements and prepare work schedules, ensuring that there is appropriate coverage according to hotel occupancy. 

• Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. Makes an accurate record of all complaints or issues, following up with guests for total satisfaction.  

• Support implementation of the customer recognition/service program, communicating and ensuring the process. 

• Is knowledgeable of the Hotel services, Membership advantages and inclusions. Provide immediate assistance to guests as requested. 

• Can create a positive work environment by an active manner, being present in the Front of The House.  

• Communicates and assists the Team to understand guest needs, providing guidance, feedback, and individual coaching when needed. Can follow the training program for each Team member position.  

• Serve as a leader in displaying outstanding hospitality skills and being an example.  

• Empowers the Team to provide excellent customer service, observing behaviours and providing feedback.  
• Capable of route cause analysis to understand how to prevent complaints from re-occurring and training the teams accordingly towards excellence.

• Interacting with guests on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction. 

• Record guest issues in the guest response tracking system. Review and share Guest satisfaction results with the Team.  

• Setting performance standards and monitoring performance. 

• Assist as needed in the interviewing and hiring of team members with the appropriate skills. 
• Drives and reports on KPIs, Operational excellence with the focus of improving quality scores.

• To be very meticulous in completing the daily checklist and check that it has been done during shift handover. 

• Participate as needed in the investigation of Team Members and guest accidents when needed. 

• Support regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance. 

• Understand and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc. 

• Understand and complies with security, health and safety policies and procedures. 

• Ensure compliance with all policies, standards, and procedures. 

• To assist with any other duties as required by the Hotel Manager or another member of the leadership team.