Job Description

The Maya is seeking an Assistant Front Office Manager to join their Rooms Department.

The Assistant Front Office Manager is a proactive leader with strong communication skills who will support the Front Office Manager in overseeing the front office daily operations, while delivering exceptional guest services. This position assists in supervising front office staff, managing check-in/check-out procedures, resolving guest concerns, and optimizing room assignments. The Assistant Front Office Manager collaborates with housekeeping, maintenance, and other departments to maintain operational efficiency and uphold service standards. By delivering impeccable service and innovative programming,

the Assistant Front Office Manager will uphold The Maya’s service standards while elevating our waterfront property.

Duties/Responsibilities:

• Handles all guest and internal customer concerns and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• Maintains positive guest and colleague interactions with good working relationships.
• Ensures that all Front Office employees deliver professional and exceptional guest service at all times.
• Assists in greeting and checking-in VIP and Long Stay guests.
• Ensures that all Front Office employees are familiar with the hotel’s products and services.
• Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.
• Spends time in Front Office areas during peak periods to ensure that the area is managed well by the respective team and delivers The Maya’s service standards.
• Establishes a rapport with guests and maintains good customer relationship.
• Conducts frequent and thorough inspections of guest rooms and Rooms areas in general together with the Housekeeping Manager.
• Ensures that public areas are clean and up to standard.
• Ensures that all daily arrival V.I.P. rooms, special request rooms, and long stay guest rooms are pre-blocked in advance, that Housekeeping is notified and that each room is prepared with the appropriate welcome amenities.
• Works closely with the Housekeeping and Engineering Departments to block rooms as necessary for maintenance.
• Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Supports safe work habits and a safe working environment at all times. Maintains knowledge of emergency and safety procedures. Participate and lead continuous improvement efforts.
• Completes all items as listed on shift checklists including necessary paperwork; maintain files and records when needed.
• Perform additional duties as assigned by manager.

Requirements

• 1-2 years’ experience in front office, guest services, reservations in a resort/hotel environment.
• Versatility, flexibility, and a willingness to work within constantly changing environment.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow through, courtesy, cooperativeness, and work with a minimum of supervision.
• Knowledge of local and state laws and regulations as relates to the rooms department.
• Housekeeping experience/knowledge a plus.
• Professional appearance and demeanor.
• Strong leadership skills; a natural motivator.
• Strong management reporting skills.
• Strong business acumen.
• Strong Communication Skills (written, verbal and formal presentation style).
• Strong problem-solving skills.
• Effective decision-making skills.
• Effective conflict management skills.
• Ability to influence others.
• Strong organizational skills.

CERTIFICATES & LICENSES:

Valid California Driver License is required.

PHYSICAL REQUIREMENTS:

Must be able to stand and walk for long periods of time. Must be able to lift 25 lbs.