Assistant Front Office Manager

Castle Hill Inn, a two-key Michelin Hotel and Relais & Chateaux member since 2008, is searching for an innovative and passionate culinary leader to oversee the property's fine dining restaurant, Aurelia at Castle Hill.  Offering a six-course prix fixe menu with imaginative dishes utilizing the local bounty of produce, seafood, and artisanal producers. Aurelia’s dining rooms overlook Narragansett Bay in all its raw beauty. As the bay’s seascape and surrounding landscape change subtly with the seasons, so does Aurelia’s menu, culminating in a truly memorable experience.

Newport, RI Hotels | Relais & Châteaux | Castle Hill Inn

Summary - Responsible for supervising guest services, night auditor, valet, gatehouse and recreation personnel in conjunction with the Front Office Manager.

Essential Duties and Responsibilities include but are not limited to:

• Provide unparalleled guest service while emulating top-tier service standards with a focus on personalized and anticipatory service while creating genuine connections with our guests.
• Expert knowledge of guest services duties with a lead by example mindset.
• Perform duties of a guest services agent at the highest level possible on a daily basis and assist other line-level associates as needed.
• Resolve any employee issues or concerns. Coach and counsel employees to improve performance.
• Resolve all guest challenges in a manner that exceeds the guest’s expectations.
• Assist with training of all new personnel in the rooms department, including training on SOPs and Forbes standards.
• Anticipate potential problems and eliminate them through training and communication.
• Develop, implement, and maintain standard operating procedures with approval of the Front Office Manager.  Update when necessary.
• Maintain excellent communication between rooms and all other departments.
• Keep personnel knowledgeable of all aspects of Castle Hill, such as, special events, area attractions, packages, promotions, group check-ins, etc.
• Maintain a system for communication new information and changes in policy to staff members.
• Oversee inventory and purchasing for the department.
• Take a monthly inventory of stationery and other supplies and purchase additional when needed, ensuring that purchase order is completed and signed first, and invoice is received and submitted to accounting before month end.
• Complete a monthly inventory of “sportswear” items and submit to accounting before month end.
• Ensure that appropriate staffing levels are maintained in the event of schedule changes, staff call-out, and all other circumstances.
• Ensuring the safety of personnel by keeping a hazard free work environment.
• Assist other departments as necessary.
• Submit receipts/invoices from the petty cash draw to accounting (every time a receipt is placed in the draw it has to be submitted), weekly in season, bi-weekly or monthly off season.
• Maintain a working knowledge of the Newport Restaurant Group business units, ESOP, company benefits and policies.
• Act as liaison between the current property management system and Castle Hill. 
• Daily balancing of Maestro (property management system).
• Knowledgeable of the Toast (dining room’s point of sales system). 
• Check scheduled employees punch times at the end of each week and submit payroll documents (process weekly payroll for the department). 
• Complete initial check on Sunday and finalize payroll Monday prior to 2pm.
• Update the Payroll Forecast with the information from payroll and the Revenue Recap that is sent out weekly. 
• Prevent loss at all times.
• Monitor and update the deposit reports (daily).
• Assist with interviewing candidates for front desk, reservations, night auditor, valet, recreation and gatehouse positions.

Supervisory Responsibilities - Manages subordinate employees in the following positions: guest service, valet, gate attendant, beach attendant. Carries our supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include, but are not limited to, training new employees, planning, assigning and directing work, addressing complaints and resolving problem.

Competencies - To perform the job successfully, an individual should demonstrate the following competencies:

• Customer Service - Manages difficult or emotional guest situations; Responds promptly to guest needs; Solicits guest feedback to improve service; Responds to requests for service and assistance.
• Interpersonal Skills - Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
• Written Communication - Writes clearly and informatively.
• Judgment – Always uses good judgment with respect to making decisions.
• Organizational Support – Follows policies and procedures.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Attendance/Punctuality - Is consistently at work and on time.
• Dependability - Follows instructions, responds to management direction.
• Initiative - Volunteers readily; Asks for and offers help when needed.

Qualifications  - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience - Bachelor's degree from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.

Language Skills- ability to communicate effectively with co-workers and guests in English. Ability to write and speak in a professional and “on-brand” manner. Ability to comprehend complex written and verbal messages.

Mathematical Skills - Ability to perform basic arithmetic, calculate percentages, and perform these operations in units of American money and weight measurement, volume, and distance. Understanding of basic accounting principles.

Reasoning Ability -  Ability to apply common sense understanding to carry out detailed written or oral instructions.  Ability to deal with problems involving a few concrete variables in standardized situations. Ability to apply critical thinking skills to overcome challenges.

Computer Skills - Able to learn new technology and software efficiently.

Physical Demands  - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this Job, the employee is regularly required to stand. The employee is frequently required to talk or hear. The employee is occasionally required to walk. The employee must frequently lift and/or move up to 25 pounds.

Work Environment  - The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually low.

Must possess work authorization for USA

All your information will be kept confidential according to EEO guidelines.