Front Office Assistant Manager

SUMMARY

Assists the Front Office Manager in overseeing day to day operation of the Front office including (Front desk, Concierge, PBX, Gate House, Guest services and Night Audit) and ensuring that highest standard of services are maintained. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and checkout process. Ensures guest and employee satisfaction and maximizes the financial performance of the department. The person in this role is the primary evening Manager on Duty.

ESSENTIAL FUNCTIONS

• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrate honesty/integrity; lead by example.
• Supervises and manages employees. Managing all day to day operations.
• Develop and recommend the budget, labor cost plans and objectives and manages within those approved plans
• Maintain guest room inventory.
• Performs all tasks of a Front Office and guest services staff as needed to facilitate service
• Actively participates in Resort safety program, abides by all injury reporting and safety behavior requirements and leads safety training within the department.
• Trains staff and enforces adherence relating to cash handling and payment handling policies
• Assists Manager in offering associates timely and meaningful performance reviews in accordance with Human Resources Department guidelines.
• Follows all guidelines for proper performance management, working closely with Human Resources Management when formal documentation is required.
• Ensure that personnel and payroll documentation and processing is submitted to Human Resources and Payroll Administrator in a timely manner and within property guidelines.
• Maintain proper inventory levels of all required supplies including guest key cards, arrival and children amenities and paper supplies.
• Maintain excellent communication with other departments especially with Reservations and Housekeeping department.
• Maintain information on prices, rates, specials, packages, programs, etc, while ensuring all staff are trained in all areas.
• Strive to improve service performance.
• Analyze, investigate, and resolve guest complaints.
• Insure proper staffing levels for customer service goals.
• Empower employees to provide excellent customer service.
• Set a positive example for guest relations.
• Implement the guest recognition/service program , communicate and ensure the process.
• Interact with guests to obtain feedback on product quality and service.
• Monitor adherence to all credit policies and procedures to minimize disputes.
• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrate honesty/integrity; lead by example.
• Establish and maintain open, collaborative relationships with employees.
• Ensure employee recognition is taking place on all shifts.
• Communicate critical information from staff meetings, pre and post convention meetings to the Front Office staff.
• Functions in place of the Front Office Manager in his/her absence.
• Participate in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
• Supervise and inspect PM housekeeping services when needed.
• Actively participates in safety programs and abides by all injury reporting and safety behavior requirements.
• Participate in and support hotel efforts towards community service, sustainability and environmental initiatives.
• Perform other duties as directed, developed or assigned.

QUALIFICATIONS

• Two years or more College degree from an accredited University in Hotel and Restaurant Management, Hospitality, Business, or related major.
• Minimum of two years Rooms Division experience in four or five diamond resort
• Knowledge of property management system preferably Opera
• Ability to communicate in English with vendors, guests and staff, to their understanding.
• Flexible work schedule including weekends, holidays, third shift and mainly evening shifts
• Previous Management or high level Supervisory experience in a resort environment
• Valid CA Drivers license and ability to operate golf carts and hotel cars

Desirable

• Prior Five Diamond Resort and Spa experience.
• Dynamic and personable.
• Previous experience in other Rooms Division departments.

SKILLS

Required

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardizations exist.
• Strong computer skills
• Ability to motivate assigned staff and maintain a cohesive team.
• Ability to provide training, monitor staff performance and provide corrective direction in accordance with property guidelines..
• Ability to focus attention to details.
• Ability to maintain confidentiality of hotel guests and pertinent hotel information.
• Ability to ensure security of guest room access and hotel property.
• Ability to prioritize, organize and follow through.
• Ability to resolve problems using good judgment

Desirable

• Foreign language communication skills.
• Previous Resort renovation or grand opening experience.

TRAVEL REQUIRMENTS

• Infrequent local travel may be required

PHYSICAL DEMANDS

• Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing. Have frequent need to perform standing and walking activities related to inspecting property.
• Constant need to perform the following physical activities: grasping, turning, finger dexterity.
• Occasional need to stand for long periods of time.
• Lifting/carrying up to 35 lbs. frequently and 50 lbs. occasionally.
• Vision requirements: constant need to view small print. Frequent need to see small details and things clearly beyond arms’ reach.
• Hearing requirements: constant need to speak on telephone and/or two-way radio, respond to general public and converse with staff. Ability to hear fire alarms and emergency equipment.