Description:

The main purpose of the Assistant Front Office Manager in ensuring the smooth operation of the front desk. To be responsible for directing, coordinating, and monitoring the overall Front Office operation as directed by the Front Office Manager. To direct the Front Office operation in the absence of the Front Office Manager.

HOTEL VALUES:

This description of responsibilities is simply intended to provide basic guidance to outline a minimum standard of performance.

While this document describes the general nature and level of work being performed by people assigned to this job, we encourage and expect our team to go above and beyond the minimum standards at all times to show concern and care for the guest, co-workers, and managers. The hotel believes in a culture where team members help each other and work together in an environment where the most important task is providing exceptional service to guests, at all times.

As a result, this is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of people in this job.

• JOB DUTIES:
• Assist the Front Office Manager in setting up the Front Office training tools, standards and procedures, and training plans as a guideline for the Front Office Operation.
• To assist the Front Office Manager in supervising, organizing, directing, and coordinating, the staff and activities of the Front Office.
• Assist the Front Office Manager to evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement.
• Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme
• Conduct daily inspections and assist in maintaining proper protocols. Ensure that Front Office Agents perform their daily duties according to required standards.
• Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork.
• Ensure Team Members have current knowledge of hotel products, services, pricing, and policies, as well as knowledge of the local area, and area.
• Motivate and celebrate Team Member Success.
• Maintain procedures for security of guests, hotel property, and emergency procedures.
• Analyze, generate reports and communicate information to employees and appropriate departments.
• Assist in achieving budgeted revenues and expenses and maximize profitability related to the rooms department. Investigate deviations from budget and take immediate corrective action.
• Authorize the acceptance of credit cards, cash paid-outs, and refunds based on established procedures.
• Monitor and control guests’ credit status to ensure that payment is collectible and received on time. Perform a regular follow-up for pending payments to ensure that they are collected.
• Have Knowledge of hotel property, amenities, area attractions, and transportation.
• Fulfill Manager on Duty shifts if required.
• Provide a professional image at all times through appearance and dress.
• JOB REQUIREMENTS:
• Previous experience in a similar position in a hotel or a minimum of 1 year of supervisory experience in a hotel.
• Scheduling flexibility
• Strong organizational and communication skills
• Strong computer skills
• Excellent interpersonal skills
• Ability to effectively multi-task and work under pressure
• Able to effectively resolve conflicts
• Compensation: $62,400-$64,000