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Hilton Columbus | Assistant Front Office Manager

Hilton Columbus at Easton

Full-time.

POSITION PURPOSE:
To keep all Front Office Agents, Concierge, Bell, Valet and Shuttle, and PBX team members well trained in every section of the department. Keep communications open between staff and all departments to avoid any misunderstanding of the hotel’s goals, guest relationships, and the type of service that is required. Promote the morale of department team members. Maintain guest standards for service by: anticipating guests’ needs, ensuring requests are followed up on, monitoring and recognizing guest service trends and acting on them. Ensure V.I.P. service and local tourist information is provided to all guests of the hotel. Work closely with the Front Office Manager.

We conduct pre-employment background checks and drug screens on all applicants.

ESSENTIAL FUNCTIONS:
Orient and train all Front Office new team members, familiarizing them with the training checklist, Front Office duties, and procedures. Monitor progress, give consultation when needed. Assist the Front Office Manager in giving annual team member evaluations.
Assist team members during peak activity periods. Handle cash, make change and balance an assigned house bank. Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Train team members with the ability to handle guest concern’s immediately and confidently. Encourage and promote an active team member empowerment atmosphere.
Review V.I.P. reservations, amenity orders, and resumes for incoming and in-house guests. Control the room block to ensure suites and special blocks are handled correctly. Communicate with other departments to ensure proper handling of guests and groups. Oversee Concierge operations, to ensure that special touch is met and exceeded.
Ensure continuous courteous service and immediate response to guest requests to department team members within Hilton Columbus and Olshan Properties standards. Prompt and clear e-mail communication, as well as telephone/radio communication while informing other departments of guest needs.
Ensure that daily preparations are completed for arriving and departing guests.
Manage room inventory on sold out nights to maximize the hotel’s revenue potential. Proficiency in OnQ R&I is required. Complete a thorough verification of room and tax charges to be posted nightly. Handle all room discrepancies with Housekeeping.
Manage guest billing, to ensure that method of payment has been collected, that there is credit to cover the bill, and that a high balance has not been exceeded above $2,000. Maintain control over rate changes on in-house guests’ folios.
Assist the Front Office Manager in maintaining and developing a work schedule for supervised staff, to include Guest Services Agents, PBX Operators, Bellmen, Valet and Shuttle team members. Maintain and control payroll expenses within Hilton Columbus budget guidelines. Monitor lobby traffic and make staffing adjustments accordingly. Resolve any team member complications that may arise, with accordance of the Team Member Handbook and Human Resource’s assistance, if necessary.
Participate in the Manager on Duty program. Conduct monthly departmental meetings and Hilton Learning Conversations. Participate in departmental and hotel meetings, monthly Front Office Manager webinars (hosted by Hilton), and monthly Blue Energy meetings.
Assist the Front Office Manager in establishing, maintaining, and monitoring HOTSOS.
Monitor parking.

SUPPORTIVE FUNCTIONS:
In addition to performance of the essential functions, this position may be required to perform a combination supportive functions, with the percentage of time performing each function to be solely determined by the Front Office Manager, Director of Rooms, and the General Manager, based upon the particular requirements of the Hotel.
Participate in the Manager on Duty Program.

OTHER:
Regular attendance in conformance with the standards, which may be established by the hotel from time to time, is essential to the successful performance of this position. Team Members with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

Upon employment, all Team Members are required to fully comply with hotel rules and regulations for safe and efficient operation of hotel facilities. Team Members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Benefits:
401(k)
401(k) matching
Dental insurance
Disability insurance
Employee assistance program
Employee discount
Flexible schedule
Flexible spending account
Health insurance
Life insurance
Paid time off
Professional development assistance
Referral program
Vision insurance

Schedule:
8 hour shift
Day shift
Holidays
Monday to Friday
Night shift
Weekend availability

Education:
High school or equivalent (Preferred)

Experience:
Hotel experience: 1 year (Preferred)
Front desk: 1 year (Preferred)

Shift Availability:
Day Shift (Preferred)
Night Shift (Preferred)

Work Location:
One location

Work Remotely:
No

Please email your resume to kelsey.stevens@hilton.com or please call her at 614-416-8415 for more information!

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