Assistant Director of Front Office - Westin Copley Place

• Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis
• Utilizes interpersonal and communication skills to lead, influence, and encourage others
• Supervises and manages employees
• Managing all day-to-day operations
• Ensures employee recognition is taking place on all shifts
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
• Develops specific goals and plans to prioritize, organize, and accomplish your work
• Handles complaints, settling disputes, and resolving grievances and conflicts
• Strives to improve service performance
• Collaborates with the Front Office Manager on ways to continually improve departmental service
• Communicates a clear and consistent message regarding the Front Office goals to produce desired results
• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement
• Provides services that are above and beyond for customer satisfaction and retention
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
• Serves as a role model to demonstrate appropriate behaviors
• Sets a positive example for guest relations
• Displays outstanding hospitality skills
• Empowers employees to provide excellent customer service
• Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction
• Provides feedback to employees based on observation of service behaviors
• Handles guest problems and complaints effectively
• Interacts with guests to obtain feedback on product quality and service levels
• Implements the customer recognition/service program, communicating and ensuring the process
• Ensures compliance with all Front Office policies, standards and procedures
• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates
• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person
• Analyzes information and evaluating results to choose the best solution and solve problems
• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner
• Functions in place of the Front Office Manager in his/her absence
• Communicates critical information from pre- and post-convention meetings to the Front Office staff
• Participates in department meetings

• High school diploma or GED
• 2 years experience in the guest services, front desk, or related professional area
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
• no work experience required

Complimentary Parking Provided