Assistant Front Office Manager

Summary: Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

Qualified candidates should possess at least 2 years full service hotel supervisory experience with an emphasis on guest service satisfaction and excellent communication skills. Shifts vary but require some evening and weekend availability.

Duties and Responsibilities include the following. Other duties may be assigned.

• Manages Front Office team members, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others;
• Advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Establishes and maintains open, collaborative relationships with team members and ensures team members do the same within the team.
• Ensures recognition of team members is taking place across areas of responsibility.
• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
• Celebrates successes and publicly recognizes the contributions of team members.
• Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Reviews staffing levels to ensure that guest service, operational needs, and financial objectives are met.
• Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
• Ensures compliance with all Front Office policies, standards, and procedures.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
• Empowers team members to provide excellent customer service.
• Reviews comment cards, guest satisfaction results, and other data to identify areas of improvement.
• Responds to and handles guest problems and complaints.
• Observes service behaviors of team members and provides feedback to individuals and/or managers.
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Establishes challenging, realistic and obtainable goals to guide operation and performance.
• Solicits team member feedback, utilizes an “open door” policy, and reviews team member satisfaction results to identify and address team member problems or concerns.
• Ensures team members are treated fairly and equitably.
• Maintain high standards of personal appearance and grooming.
• Attend all hotel required meetings and training.
• Performs other related duties as assigned.
  
  
  

Supervisory Responsibilities:

Manages supervisors who supervises employees in the Guest Services Department. Is responsible for the overall direction, coordination, and evaluation of these units. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications: At least 2 years of progressive experience in a hotel or a related field preferred

• Previous Front Office management experience is required.
• Must be able to effectively communicate both verbally and written, with all level of team members and guests in an attentive, friendly, courteous and service oriented manner.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and team members in an attentive, friendly, courteous and service-oriented manner.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain the confidentiality of information
• Strong leadership and communication skills
• Extensive hotel customer service experience required
• An aptitude for self-motivation
• A can-do attitude and a hands-on approach to hotel management
• Strong computer skills
• A flexible schedule that allows you to be available days, nights, holidays and weekends based on the demands of the hotel
• Must be effective at listening to, understanding, and clarifying concerns raised by team members and guests.
  
  
  

Language Ability:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Math Ability:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

To perform this job successfully, an individual should have knowledge of word processing software and internet software.

Education/Experience:

High school diploma or general education degree (GED); and two to four years related experience and/or training; or equivalent combination of education and experience.

Knowledge, Skills, and Other Abilities:

• Communication proficiency
  
  
  

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, walk, use hands, and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to sit, climb or balance, stoop, kneel, crouch or crawl, and taste or smell. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, ability to adjust focus, and ability to see color.

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.

While performing the duties of this job, the employee is occasionally exposed to toxic or caustic chemicals and outdoor weather conditions.

The noise level in the work environment is usually moderate.