Assistant Front Office Manager

Four Points by Sheraton Los Angeles Int'l Airport
Los Angeles, CA
Full Time
Supervise the Front Office staff, including Front Desk Managers, Bell Staff, and Guest Response department in the daily shift operations. Aid in the administration of the Front Office department to achieve customer satisfaction, quality service and compliance with corporate/franchiser policies and procedures while meeting and exceeding financial goals. This position is intended to offset the Front Office Manager’s schedule to provide high management visibility and improved guest service. As such, this position will be scheduled in evenings and on weekends.
1. Supervise the shift operations in the Front Office and liaise with sales, reservations, accounting, and the operations departments to ensure smooth operations and achievement of an optimal level of quality service and hospitality. (30%)
2. Supervise the Front Office employees, including the Front Desk Management staff; interview, recommend hiring, schedule, train, develop, empower, coach and counsel, recommend performance reviews, resolve problems, provide open communications and recommend discipline as appropriate. (20%)
3. Aid in the implementation and administration of company programs (CHRCO/Franchiser). Ensure compliance with LSOP’s and SOP’s to ensure an optimal level of guest and associate satisfaction. (20%)
4. Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality. (15%)

Ensure adequate supplies, monitor and maintain the Front Office systems and equipment to ensure their optimum performance. (10%)

1. Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested.
2. Maintain good working relationships and open lines of communication with all other departments.
3. Perform the Manager on Duty/Lobby Ambassador functions as assigned.

Education: Two to four year college degree or equivalent education/related experience

Experience: From two to three years of full-time employment in a related position with CHRCO or other Hotel companies

Skills and Abilities:
Requires knowledge of discipline-specific Interstate policies, procedures and services and general knowledge of other departments in the hotel.
Requires supervision/management skills.
Ability to achieve positive guest relations and maximize guest satisfaction.
Ability to communicate in English. Second language desirable.
Ability to handle cash and credit transactions.
Ability to enforce all company rules and SOPs.
Supervise eleven to thirty employees
Forty to fifty hours over a five day period. Day or evening shift and weekends per business demand. Schedule will offset that of the Front Office Manager.

Crescent Hotels & Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Crescent Hotels & Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Equal Employment Opportunity (EEO) Notices:

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