Assistant Front Office Manager

JOB SUMMARY 

The Assistant Front Office Manager is responsible for the success of the front desk, for ensuring guest satisfaction and product quality standards are met, and for managing all areas of the front desk according to Brand standards to achieve a friendly atmosphere of superior guest service and product quality. Displays exemplary performance for staff to follow. 
 
JOB FUNCTION 

Guest Service 

• Maintains guest service as the driving philosophy of the hotel.  

• Demonstrates a commitment to guest services in responding promptly to guest needs.  

• Is committed to making every guest satisfied.  

• Ensures all hotel staff, including new hires, know all components of guest services and are trained to meet standards.  

• Develops added value customer service programs. 

• Empowers hotel staff to deliver guest service by encouraging and rewarding responsive guest assistance.  

• Meets or exceeds hotel guest satisfaction measures.  

• Ensures hotel standards and services contribute to the delivery of consistent guest service. 
   

Front Desk Management  

• Acts as manager on duty for hotel and manages front desk operations in the absence of the Front of House Manager. 

• Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems. 

• Ensures front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories, and receivables.  

• Produce accurate financial reports on time. 

Human Resources 

• Maintains a positive, cooperative work environment between staff and management.  

• Emphasizes employee selection, training, and development as a way of doing business.  

• Ensures personnel files are accurate and comply with both local and federal laws and regulations. Administers personnel policies fairly and consistently.  

• Ensures employees understand policies, pay procedures, bonus plans and benefits. Helps develop management talent by acting as a mentor for direct reports.  

• Ensures completion of training objectives and development plans.  

• Monitors and maintains acceptable turnover levels.  

Safety and Security  

• Knows local health and safety codes and regulations that apply to the hotel.  

• Recognizes and corrects potential safety hazards in the hotel, such as broken doors or railings, fire hazards, etc.  

• Recognizes and corrects potential security problems in the hotel, such as locking doors after hours, etc.  

• Understands and follows policies and procedures for the hotel's key control system and ensures others follow them.  

Operations  

• Maintains physical product standards by managing preventive maintenance programs and by scheduling deep-cleaning activities.  

• Ensures ongoing staff and employee involvement in preventive maintenance programs. Protects the interests of the hotel during capital projects.  

• Periodically inspect rooms, building exterior, parking lot, etc. 

SUPERVISORY RESPONSIBILITIES  

Night Auditors, Front Desk Supervisors, Front Desk Agents, Guest Services Supervisor, Guest Service Agents, Valet, and Bell Services. 

JOB REQUIREMENTS 

Education & Experience 

• College or vocational degree preferred, preferably in hotel management. Minimum two years’ management experience in the Front Office of a Four or Five-Star hotel or Four or Five-Diamond hotel. 

• Previous luxury resort experience of similar scope, locale and amenities is strongly preferred. 

• Experience in Housekeeping is a plus. 

• Strong knowledge and skills in Hotel/Resort PMS systems, Opera is preferred.  Additional systems used include Resort Suite and Knowcross. 

SKILLS 

Ability to communicate with hotel guests, suppliers, and employees to their understanding. Ability to provide friendly, efficient, and courteous service to guests. Ability to analyze written reports and prepare written or typed reports. Ability to access, input and retrieve information on the computer system. Ability to calculate. Ability to work independently and exercise judgment to resolve personnel and production issues that arise during daily operations. Ability to handle the stress inherent in overseeing operations, interacting with co-employees and resolving guest problems. Ability work under pressure, be organized, self-motivated and work well with others. Strong positive attitude and ability to initiate light conversation with guests. Knowledge of hotel property and operating hours of each guest service area. Ability to provide legible communication. Must be able to complete work in a timely, accurate and thorough manner. Ability to work effectively and relate well with senior management, colleagues, subordinates, and individuals inside and outside the hotel. Understanding of the luxury hotel environment. Additional foreign language skills a plus.  

WORKING CONDITIONS  

The working conditions described below 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. 

Equipment to Be Used 

• Standard office equipment, including telephone, computer, printer, copier, calculator, fax, and computer programs including Microsoft Word, Excel, PowerPoint, and email. Property Management systems include Opera, Knowcross, Yardi and Resort Suites. 

Physical & Mental Requirements 

• Regularly required to stand, walk, talk and hear; frequently  to use hands to finger, handle, feel and reach with hands and arms; frequently  to sit, climb or balance, stoop, kneel, and crouch. Requires manual dexterity sufficient to operate standard office equipment.  Requires normal range of hearing and vision.  

• Must be able to lift equipment, supplies, etc. of at least 30 pounds. 

• Must be able to resolve problems, handle conflict, and make effective decisions under pressure. 

Work Environment 

• Interior of hotel—occasional exposure to direct sunlight, high humidity, extremes of heat and cold, noise, and other conditions associated with the hotel environment.  

• The work environment includes high guest contact and noisy, crowded environment; may involve varying conditions and circumstances with guests, staff, visitors, government agencies, etc.