Assistant Front Office Manager

About the role

Manage the daily operations of the front desk by providing support to front desk staff and assisting with any guest challenges. Assist the Front Office Manager with the daily operation of the Front Desk, coordinating with other departments as required to manage guest satisfaction. Ensure the day-to-day operation of the Front Desk meets AAA 5-Diamond and PLATINUM SERVICE standards at all times.

Responsibilities

• Assist with the day-to-day operation of the Front Desk by ensuring staffing, service and financial standards are met.
• Prepare any relevant reports or documentation as needed.
• Participate in the Rooms Division daily Manager on Duty schedule rotation and become part of the Lobby Greeter rotation.
• Attend management meetings and those that relate to the Front Desk.
• Responsible for the day-of rooms inventory control, effective blocking of reservations to maximize occupancy, rate and guest satisfaction, along with coordinating future days inventory control.
• Handle guest compliments, complaints and concerns in an appropriate fashion to ensure guest satisfaction and fiscal responsibility.
• Assist with preparing staffing schedules, training of current and new colleagues, maintaining department payroll reports, vacations, holidays, sick leave and absence records.
• Assist with interviewing candidates for all Front Desk job openings; conduct performance reviews, and performance manage as required, with supporting documentation.
• Ensure appearance standards are maintained at the Front Desk along with other employee rules, regulations and policies.
• Ensure the accuracy of 5 & 10 day VIP reports or any other reports generated from the Front Office.
• Manage the PLATINUM SERVICE program, coordinating same day arrivals.
• Review Group Resumes, VIP Alerts, Site Inspections and arrival and departure manifests to ensure consistent service standards.
• Consistently review guest information on guest folios and reservations, reviewing scheduled/un-scheduled departures and stay-overs, while monitoring the accuracy of room counts and inventory levels.
• Control stock inventory levels, monitor workstations for cleanliness and organization at the Front Desk and in the back office areas.
• Become fully trained for: fire, bomb threat, power failure, serious illness, death, and natural disasters, along with other Manager on Duty responsibilities.

Supportive Functions

• Log all absenteeism and employee lateness.
• Oversee key inventory.
• Complete special projects in a timely manner as required by Front Office Manager.
• Monitor special requests for arriving guests.
• Inspect back-of-house areas.
• Assist guests with technical questions regarding wireless computer and telephone use.

Qualifications

• 2 or 4 years college degree preferred but not required.
• Knowledge of OPERA is highly preferred.
• Previous management and leadership experience is required (supervisory experience is acceptable).
• Excellent communication skills, both written and verbal.
• Ability to arrive to work on time and when scheduled.
• Must possess necessary management skills to include problem solving, decision-making, leadership, organization, planning, initiative, enthusiastic attitude towards customer service and a commitment to a team environment.
• Be flexible concerning scheduling needs and requirements.

Benefits

• Paid vacation days (after 60 days of employment for salary associates).
• Annual merit increases.
• 11 paid holidays.
• Ride the bus for free (UT Proximity Card).
• Free daily shift meals.
• Lockers and locker rooms with showers.
• Discounted monthly UT garage parking.
• Discount gift shop offerings.
• Referral bonus.