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ASSISTANT FRONT OFFICE MANAGER

Yountville, CA

Laying in the heart of Napa Valley, The Estate Yountville features two magnificent hotels that embody the perfect getaway and retreat. Surrounded by vineyards, Michelin-star restaurants and exquisite views in Yountville, our 22-acre haven sits among one the most coveted viticulture regions in the world. We invite our guests to immerse themselves in a redesigned Wine Country experience in a delightfully vino-cultured manner: two luxury hotels with decidedly different personalities – the vibrant Hotel Villagio and its sophisticated counterpart, Vintage House, a chic and tranquil sanctuary. A combined room-count of nearly 200 rooms and suites allows us to create a memorable experience for any occasion!
 
 As the Assistant Front Office Manager, you will play a crucial role in ensuring the smooth and efficient operations of the front desk and guest services. Your primary responsibilities will involve responding to guest reviews on various platforms, managing surveys, handling shift covers when required, and addressing guest concerns. Additionally, you will be responsible for scheduling, staff training, and fostering a positive and productive work environment.
 
ESSENTIAL JOB RESPONSIBILITIES

• Respond to guest reviews and feedback on online platforms, including Expedia, TripAdvisor, and Booking.com.
• Craft thoughtful and professional responses to both positive and negative reviews, showcasing the hotel's commitment to guest satisfaction.
• Handle surveys received through platforms like Revinate, analyzing feedback, and identifying areas for improvement.
• Collaborate with the Front Office Manager (FOM) to address any significant issues raised by guests in surveys and reviews.
• Be prepared to cover shifts in case of call-outs or staffing shortages, ensuring smooth operations during unforeseen situations.
• Maintain open communication with the Front Office team to anticipate potential scheduling challenges.
• Proactively reach out to dissatisfied guests, providing personalized attention to resolve their concerns promptly.
• Escalate any unresolved issues to the Front Office Manager or General Manager (GM) as necessary.
• Assist with creating and maintaining the staff schedule, ensuring adequate coverage during peak hours and busy periods.
• Delegate training tasks to supervisors and track progress to ensure that all team members are well-trained in hotel procedures and standards.
• Contribute to the development and refinement of standard operating procedures for the Front Office department.
• Ensure that all team members understand and adhere to these procedures, maintaining consistency in service delivery.
• Monitor staff lunch breaks to minimize meal penalties, ensuring appropriate coverage at the front desk.
• Prepare monthly meeting agendas for the Front Office team, conducting regular discussions to address concerns and share updates.
• Conduct quarterly one-on-one meetings with hourly associates to set goals, provide feedback, and foster professional growth.

REQUIRED QUALIFICATIONS

• Bachelor's degree in Hospitality Management or a related field (preferred) or equivalent work experience.
• Proven experience in front desk management or a similar role within the hospitality industry.
• Strong leadership and interpersonal skills with the ability to effectively manage a diverse team.
• Exceptional customer service and problem-solving abilities, with a keen attention to detail.
• Excellent verbal and written communication skills.
• Proficiency in hotel property management systems (PMS) and other relevant software applications.
• Sound knowledge of front desk procedures, reservations, and hotel operations.
• Ability to handle multiple tasks simultaneously, prioritize work, and meet deadlines.
• Flexibility to work in shifts, including evenings, weekends, and holidays.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

The Estate Yountville is an equal opportunity employer (Minorities/Females/Disabled/Veterans)

https://www.theestateyountville.com/

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