Photo of The Westin Houston Downtown, Houston, TX

Assistant Front Office Manager

The Westin Houston Downtown

1520 Texas Avenue
Houston, TX 77002

200 Room Hotel
Managed By Landry's Inc
Full-Time

The Assistant Front Office Manager is responsible for ensuring the operation of the front desk, PBX, valet and reservations in the absence of the Director...in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay. Must have a continued focus on all Five Diamond Standards.

Qualification Standards

Education & Experience:

  • At least 4 years of progressive experience in a hotel or a related field; or a 4-year college degree and at least 2 years of related experience; or a 2-year college degree and 2 or more years of related experience.
  • Supervisory experience required.
  • Must be proficient with computers, to include spreadsheets and word processing.
  • Must have a valid driver’s license from the applicable state.
  • Must have valid insurance.

Physical requirements:
  • Long hours are sometimes required.
  • Medium work – Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Ability to stand during entire shift.

Mental Requirements:
  • Must be able to convey information and ideas clearly.
  • Must be able to evaluate and select among alternative courses of action quickly and accurately.
  • Must work well in stressful, high-pressure situations.
  • Must maintain composure and objectivity under pressure.
  • Must be effective in handling problems in the workplace, including anticipating, preventing identifying and solving problems as necessary.
  • Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of particular need.
  • Must be effective at listening to, understanding, clarifying and resolving the concerns and issues raised by co-workers and guests.
  • Must be able to work with and understand financial information and data, and basic arithmetic functions.

Duties & Functions

Essential:
  • Approach all encounters with employees in an attentive, friendly, courteous, and service-oriented manner.
  • Maintain regular attendance in compliance with standards, as required by scheduling which will vary according to the needs of the hotel.
  • Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
  • Comply at all times with standards and regulations to encourage safe and efficient hotel operations.
  • Maintain a warm and friendly demeanor at all times.
  • Employees must, at all times, be attentive, friendly, helpful and courteous to all guests, managers, and fellow employees.
  • Motivate, coach, counsel and discipline all Front Desk associates.
  • Ensure compliance to Pre-Shift Previews.
  • Prepare and conduct all Front Desk interviews and follow hiring procedures.
  • Develop associate morale and ensure training of Front Desk associates.
  • Participate in the required M.O.D. program as scheduled.
  • Review Front Desk staff’s worked hours for payroll and submit to accounting on a timely basis.
  • Prepare employee schedule according to business forecast, payroll budget guidelines and productivity requirements.
  • Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
  • Ensure associates greet and welcome all guests approaching the front desk.
  • Carry a radio/cell phone when on duty. Operate radios/cell phones efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio/cell phone etiquette within the department.
  • Maintain lobby during peak times and as needed.
  • Manage and organize large turns (check in-check out)
  • Ensure participation within weekly staff meetings.
  • Focus the Front Office on their role in contributing towards the established Four/Five Diamond standards.
  • Respond in maintaining the integrity of other departments by immediately addressing issues with associates when necessary, using the One Minute Manager of Praising in Public and Counseling in Private.
Posted September 15, 2024

The Westin Houston Downtown

The Westin Houston Downtown

Live the city pace when you stay at The Westin Houston Downtown. Located near Minute Maid Park and the George R. Brown Convention Center, our downtown Houston hotel offers meaningful amenities and energetic spaces. 

Keep yourself well-nourished with delicious on-site dining options and 24-hour room service. Our fitness center provides free weights and cardio equipment to help you maintain your fitness routine. Borrow New Balance athletic gear for your workouts - just ask our hotel staff. 

Host your wedding or corporate function in meeting rooms with impressive 16-foot ceilings and welcoming, natural light. Our modern, pet-friendly rooms and suites include ceiling fans to circulate fresh air, sofa beds and additional space to spread out when in Houston. 

Comfortable living areas help you optimize your downtime and spacious bathrooms provide a revitalizing retreat. Whether you are in town for work, play or both, come stay at The Westin Houston Downtown and thrive.

Houston Hotel Accommodations

Enjoy traditional charm and inspiring views in any of our 200 guest rooms and suites, featuring 14' ceilings and ceiling fans. Work at the modern desk or relax on the leather furniture. Get a blissful night’s rest on your Westin Heavenly Bed®, and refresh with premium bath amenities.