Assistant Front Office Manager

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

LHG's approach to hospitality centres on open and genuine interactions with guests, colleagues and the world around us. With dedicated colleagues across four continents, we foster an engaging and respectful workplace to nurture careers, delight guests, and embrace the company's vision to building great memories together.

PURPOSE AND OBJECTIVES OF POSITION

Assumes all responsibility of the Front Office including Front Desk, The Langham Services, Bell and Door in the absence of Director of Front Office, providing exceptional guest experience by anticipatory service, training and coaching of the team in support of the Rooms Division and Front Office. Work with Front Office Manager / Director of Front Office to ensure maximum revenue and that all departmental colleagues are proficient in all aspects of the job responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assume all responsibilities of the Front Office operations in the absence of Director of Front Office by making logical, service oriented and responsible decisions that support the goals of the Rooms Division and the hotel. 
• Ensure that all Front Desk, The Langham Services, Bell and Door colleagues deliver the highest level of guest service by anticipating guest’s needs while maintaining all standards and procedures such as Leading Quality Audits, Forbes, Langham Brand Standard, and Departmental procedures, and ensure positive results in the event of situations.
• Supervise, monitor, coach and develop agents to ensure the highest level of sincere and consistent service delivery and keep the Rooms Division management informed of team performance.
• Communicate with the Rooms Division team constantly to follow up on any pending issue, record any necessary information for tracking purposes (i.e. Daily Pass on/Follow up emails, Profile notes & Comments in PMS, HotSos, IAuditor, etc.), follow through to ensure of a best outcome of the situation.
• Support duties of Guest Service Agent, The Langham Services Agent, Bell, Door, Concierge, Guest Relations colleagues and Front Office Supervisors.
• Ensure that The Langham Services colleagues deliver impeccable, luxury and personalized service at the same expected level and intensity as the Front Desk while on the phone.
• Assumes all responsibilities of Guest Relations in the absence of Guest Relations colleagues.
• Act as a liaison between hourly colleagues and Director of Front Office to maximize communication and smooth operations of all shifts.
• Work together with Rooms Division leaders to maximize revenue as well as guest satisfaction, monitor payroll and keep the team motivated.
• Work with various departments to maximize the level of guest services satisfaction and follow through on any issues.
• Train, coach, supervise and develop non-management Front Office colleagues.
• Keep his/her presence including nights and weekends to ensure that Front Office operations are effective at all times. 
• Must be available variable hours/shifts, including weekends and nights. 
• Maintain knowledge of special programs and events in the hotel in order to recognize and respond to guests’ needs.
• Communicate guest and colleagues feedback to his/her manager and upper hotel management.
• Review and complete reservations to ensure seamless and memorable guest stay by reviewing arrival lists, allocating rooms, amenities, special requests etc. with Guest Relations team.
• Ensure proper VIP room assignments and room preparation.
• Promote internal hotel sales and in-house facilities. e.g. F&B Outlets, The Langham Club and Rooms.
• Able to multi-task and make appropriate decisions while remaining poised, productive in a fast-paced environment with frequent interruptions and changes.
• Ability to anticipate in order to prevent any negative situation and to provide maximum guest satisfaction.
• Additional duties not listed may also be required by Supervisor / Manager.

SUPPORTIVE FUNCTIONS 

• Assist Director of Front Office in updating schedules, payroll, KPIs, Daily IAuditor inspection results/analysis, applicable month end reports and attend operational meetings. 
• Be knowledgeable of the hotel emergency procedures and ensure that all Front Office colleagues are well trained in these procedures.
• Digital dexterity: strong knowledge of computers (Windows and Microsoft Office) and Hotel PMS, HotSos.

JOB KNOWLEDGE, SKILL AND ABILITY 

• Proven management skills and ability to lead and motivate a team while maintaining the highest standards of service and adhering to hotel policies.   
• Ability to work in a fast-paced environment with frequent interruptions.
• Unshakable teamwork spirit, strong leadership and detail oriented.
• Professional presentation and grooming in conjunction with The Langham, Boston grooming standards.

EDUCATION AND/OR EXPERIENCE

• A minimum of two years of Front Office management experience in a luxury hotel.
• Previous experience in five-star standards.
• Previous experience of working with international colleagues.
• College degree.

CERTIFICATES, LICENSES, REGISTRATIONS 

• CPR certification a plus.

SALARY RANGE 

• $80,000 - $84,000 annually