Assistant Front Office Manager

Thompson Dallas part of Hyatt Corporation will make its Texas debut at The National, a 52 story building boasting a midcentury-modern hexagon design, rising prominently above the Dallas skyline. Designed to encompass an entire city block, Thompson Dallas will offer 219 guestrooms including 52 suites, 2 defining dining options and 20,000 sq. feet of stunning event space. Other amenities will include a resort style pool, custom curated fitness facility, spa, and dog park. Thompson Dallas will bring guests and community together through an inspired tribute to history, design and culture.

This position of Assistant Front Office Manager shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible to assist in providing leadership, guidance and support to the front desk and guest services teams in the areas of guest service, training, and scheduling and performance management for the overall successful day-to-day operations. S/he often provides the first point of contact for guests and is responsible for creating an excellent, memorable first impression. This position is fully committed to ensuring that all procedures are performed to the department and company standards and serve as an ambassador for the hotel.

Essential Functions

• Assist with the day to day management of the Front Office operations

• Demonstrate the ability to effectively interact, coordinate and communicate through daily pre-shift meetings with all team members of high guest impact areas (i.e. reservations, guest services, housekeeping, etc.) to ensure a smooth arrival through departure experience for all guests

• Be an expert and demonstrate knowledge of all services/features, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately

• Champion, promote and successfully track departmental and organizational initiatives e.g. upsell programs, world of Hyatt programs, vendor relationships, pre-arrival and post-departure experiences, amenity program.

• Ensure front desk and guest services agents properly complete required checklist items at the end of each shift

• Maintain and successfully execute departmental and hotel policies (to include but not limited to relocation procedures, safe deposit box procedures, auditing accuracy of cards with proper signatures, key control procedures, accurate billing, cashiering, safety, lost/found policy, etc.)

• Instills a calm, organized approach when interacting in stressful situations

• Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction

• Ensure that sufficient staffing is present to meet the daily business demands

• Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent data

• Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction

• Assist management to recruit, hire, train and successfully support and manage the talent of all new and existing team members

• Assist with all financials for the front office on a monthly basis

• Minimum of one-year guest services supervisory experience in a high volume setting preferred

• Previous hospitality experience in a Four Diamond/Four Star quality organization preferred

• Previous experience with Windows, Office, and property management systems highly desirable

• Must be able to understand, speak, read, and write in the basic English language

• Ability to effectively communicate and provide directions in a clear, concise and professional manner in both verbal and written form

• Demonstrate ability to compute basic arithmetic

Must be available to work, varied shifts and flexible schedules

• Minimum of one-year guest services supervisory experience in an upscale, luxury or boutique hotel property preferred

• Previous hospitality experience in a Four Diamond/Four Star quality organization preferred

• Previous experience with Windows, Office, and OPERA highly desirable

• Must be able to understand, speak, read, and write in the English language

• Ability to effectively communicate and provide directions in a clear, concise and professional manner in both verbal and written form

• Demonstrate ability to compute basic arithmetic

• Knowledge of the Dallas is highly encouraged but not required

Must be available to work, varied shifts and flexible schedules, nights, weekends, holidays