Assistant Front Office Manager

Job Description

Assistant Front Desk Manager
Inspiring and engaging. As an Assistant Front Desk Manager, you will show your leadership and interpersonal strengths to maximize the Rooms Division Operations and ensure an exceptional guest journey. You will be responsible for the management of all aspects of the Front Office functions, in accordance with hotel standards.  You direct, implement, and maintain a service and leadership philosophy, which serves as a guide to respective staff.

What you will be doing:

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Basic knowledge of surrounding area.
• Maintain complete knowledge at all times of:
  • all hotel features/services, hours of operation.
  • all room types, numbers, layout, decor, appointments and location.
  • all room rates, special packages and promotions.
  • daily house count and expected arrivals/departures.
  • room availability status for any given day.
  • scheduled in-house group activities, locations and times.
  • all hotel and departmental policies and procedures.
• Access all functions of the computer system.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff is knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts.  Adjust schedules throughout the week to meet the business demands.
• Ensure that staff reports to work as scheduled.  Document any late or absent employees.
• Coordinate breaks for staff.
• Assign work duties to staff.
• Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
• Inspect grooming and attire of staff; rectify any deficiencies.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up within 15- 20 minutes. 
• Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
• Monitor guest mail and ensure that it is processed according to procedures.
• Monitor and ensure that express checkouts are processed through the system.
• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist staff with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Adhere to hotel requirements for guest/colleague accidents or injuries and in emergency situations.
• Contact newly registered V.I.P. guests 15 minutes after check-in to establish guest satisfaction; resolve any dissatisfaction immediately.  Document each call according to procedures.
• Ensure security of guest room access.
• Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
  • Contracted banks
  • Shortages/overages
  • Late charges
  • Petty cash/paid outs
  • Adjustments
  • Posting charges
  • Making change for guests
  • Cashing personal/travelers checks
  • Exchange Foreign currency
  • Payment methods/processing
  • Settling accounts
  • Closing reports
  • Cashier reports
  • Balancing receipts
  • Dropping receipts
  • Securing banks
• Review previous night's no-shows, verify and ensure billing of such.
• Assist staff with expediting problem payments.
• Anticipate sold-out situations and know how many rooms are overbooked.  Handle overbooked or “walked” guests.
• Audit surrounding area hotels daily for status of rooms, rates, discount rates and packages.  Maintain current list of available locations for walk situations.
• Anticipate low occupancy periods and coordinate blocking of rooms with Director of Housekeeping to maximize labor costs, deep cleaning and maintenance of rooms.
• Review the arrival report for accuracy and completeness.  Rectify any deficiencies with respective personnel.
• Ensure that all VIPs are pre-registered according to standards. 
• Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
• Print special requests report and block according to specifications.
• Print credit check report and review status of each account.  Follow up on accounts beyond approved credit limits.
• Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures.

• Review trace reports and follows up accordingly.

• Coordinate delivery time of amenities with In Room Dining, ensuring timely delivery.
• Review requests for late checkouts and approve according to occupancy.  Communicate this information to Housekeeping.
• Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
• Print report on discrepant rooms, research discrepancies and enter current status accordingly.
• Complete rate check nightly.
• Maintain awareness of undesirable persons on hotel premises and contact Loss Prevention where necessary.
• Ensure all closing duties for staff is completed before staff signs out.  Sign off on all paperwork for staff.
• Conduct a 2-week formal training program on the required job functions with criterion expected and department orientation with new hires.  Conduct ongoing training with existing staff.
• Provide feedback to staff on their performance.  Handle disciplinary problems and counsel colleagues according to Hotel standards.
• Maintain complete records on Attendance Calendars of attendance and any performance/disciplinary conversations with staff.
• Conduct performance reviews in a timely manner.
• Foster and promote a cooperative working climate, maximizing productivity and colleague morale.
• Complete work orders for maintenance repairs and submit to Royal Service.  Contact Engineering directly for urgent repairs.
• Document pertinent information in department log book.
• Complete all paperwork and closing duties.
• Complete and direct scheduled inventories.
• Conduct monthly departmental meetings.
• Attend designated meetings.
• Assist with the recruiting and interviewing of Front Office applicants.
• Follow up on assignments given by the Director, Front Office.
• Review status of assignments and any follow-up action with oncoming Assistant Manager or Supervisor.
• Assist in ordering supplies and keep track of inventory.  Complete requisitions to replenish shortages or additional items needed for the anticipated business.

Qualifications

Essential:

• Bachelor’s degree in a relevant field or a combination of equivalent education and/or experience is required.
• Ability to suggestively sell.
• Previous guest relations training.
• Previous experience in cashiering.
• Previous supervisory experience, preferably a 4-5 Star/Diamond style hotel.
• Fluency in English, both verbal and non-verbal.
• Compute basic arithmetic.
• Familiarity with yield management and cost controls.
• Ability to:
  • perform job functions with attention to detail,  speed and accuracy.
  • prioritize and organize.
  • be a clear thinker, remaining calm and resolving problems using good judgement.
  • follow directions thoroughly.
  • understand guest’s service needs.
  • work cohesively with co-workers as part of a team.
  • work with minimal supervision.
  • maintain confidentiality of guest information and pertinent hotel data.
  • ascertain departmental training needs and provide such training.
  • direct performance of staff and follow up with corrections when needed.
  • Input and access information in the property management system/computers/point of sales system.

PHYSICAL ABILITIES

Essential:

• Exert physical effort in transporting items up to 30 pounds for approximately 100 feet.
• Endure various physical movements throughout the work areas.
• Reach 1-2 feet.
• Remain in stationary position for 4-6 hours throughout work shift.
• Satisfactorily communicate with guests, management and co-workers to their understanding.

Additional Information

What’s in it for You?

• Competitive Total Compensation Package: Overtime eligible, Department incentive programs

• Generous Paid Time Off: Enjoy a healthy work-life balance with our paid time off policy.

• Comprehensive Health Coverage: Access Medical, Dental, and Vision Insurance to keep you and your family healthy.

• 401K Plan: Secure your future with our competitive 401K retirement savings plan.

• Complimentary Shift Meal: Savor delicious meals on us during your shifts!

• Exclusive Employee Benefit Card: Unlock discounted room rates at Accor hotels worldwide, making travel more affordable.

• Professional Development: Enhance your skills with learning programs through our Academy, tailored for your growth.

• Make a Positive Impact: Get involved in our Corporate Social Responsibility initiatives, like Planet 21, and contribute to meaningful change.

• Career Advancement Opportunities: Take your career to new heights with opportunities for national and international promotions.