Assistant Front Office Manager- The Langham Pasadena

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.

The Langham Huntington, Pasadena, Los Angeles is located in Pasadena, California, in the heart of an upscale residential neighborhood bursting with historic gems like Albert Einstein's former residence and famous film locations including the homes from Mad Men and Father of the Bride.

Just up the street you'll find Pasadena's vibrant shopping and entertainment district boasting theaters, boutiques, incredible restaurants and world-class museums. And the hotel is just a short drive from the rest of Pasadena's must-see spots including the Rose Bowl stadium, The Huntington Library, Descanso Gardens, Kidspace Children's Museum and much more.

Check out what’s nearby, or inquire with our concierge team for recommendations on what to see, eat, and do in Pasadena and nearby Los Angeles.

 

DEPARTMENT: Front Office

• JOB TITLE:      Assistant Front Office Manager           
• REPORTS TO: Front Office Manager/ Director of Rooms & Resort Operations
• SUPERVISES:  Front Office Staff

Primary Objective Of Position:

To supervise the front desk, bell staff, concierge team, guest relations, concierge lounge and the call center to strive towards total guest satisfaction. Ensure that all associates are adhering to all hotel policies, standards, procedures and regulations, Needs to be able to perform in all front office functions. Assist with hiring, training and development of all associates working for the front office and call center. Assist the Front Office Manager or Hotel Manager in all areas to ensure smooth operations.

Responsibilities And Job Duties:

• Responsible for the smooth, efficient and professional operation of all front office and call center areas.
• Ensures that all procedures and policies are in place and followed.
• Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities; and coaches and counsels associates whenever appropriate.
• Ensures good communications between the departments.
• Strictly follows bank-out procedures and cash handling procedures.
• Ensures confidentiality of User Log-Ons. Ensure that users are logged out when leaving the area.
• Train and develop associates to the highest possible extent. Ensures that daily training is provided for technical, hospitality, communication, management, and organizational skills. Leads by example: Provides a high-quality service and aggressive hospitality towards all customers.
• Ensures that recognition programs for both guest and associates are in place and working. Uses TQM tools and empowerment to make decisions leading towards total customer satisfaction.
• Controls costs effectively to meet budget guidelines. Has control system in place for all controllable costs and man hours.
• Initiates additional tasks to improve existing procedures and guest satisfaction. Resolves system problems and can operate the system manually. Can lead the staff through a down time.
• Initiates monthly meetings in the department. Attend staff meetings, operations meetings, forecast meetings and sales strategy meetings.
• Is in the guest area during high traffic times to assist the front office associates and to ensure smooth operations.
• Have plans and actions in place to meet goals and mission of the company and the hotel.
• Be well groomed and conform with the hotel's dress code. Be informed about daily operations and events.
• Be highly visible during extraordinary events.
• Be familiar with sales strategies; communicate daily with reservation sales. Develop a thorough knowledge about all brands in Langham's portfolio.
• Know all frequent customers and be familiar with their special requests. Ensure that their needs are met.
• Be familiar with cultural differences and know correct behavior for each culture. Also know the different protocols and etiquette.
• Be knowledgeable about all emergency plans and know how to act upon them. Report any unusual occurrences immediately to the resident manager or the general manager.
• At all times strive to represent Langham in the most professional and courteous manner.
• Performs other related project work, responsibilities and duties as assigned by the Front Office Manager.

Physical Demands:

• Requires walking or standing to a significant degree.
• Ability to lift 20 lbs.

Education Required:

• High School Diploma required.
• Four year college degree preferred.

Experience Required:

Two years Front Office Supervising experience desired 

Salary Range:

$70,3000 - $72,000 annually, DOE

Note:

• This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor. Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise, each colleague remains, always, an “at will” colleague. 
• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
• The employer will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. 

  For more information about the property, please visit: https://www.langhamhotels.com/en/the-langham/los-angeles/