Assistant Front Office Manager

Responsibilities

• Supervises the front office to ensure that Front Desk and Valet Staff are adhering to all hotel procedures, regulations, and standards while striving toward total guest satisfaction.
• Ensures smooth, efficient, and professional operation of all front office operations including check-in and check-out of all guests through proper handling of guest accounts.
• Initiates and implements up-selling techniques to maximize room occupancy and overall revenue by promoting hotel services and facilities.
• Trains each Front Office Associate and Concierge to deliver efficient, excellent service to customers and guests.
• Ensures Associates have current knowledge of hotel products, services, facilities, events, pricing, and policies, and knowledge of the local area and events.
• Leads by example: Provides Great Customer Service to all guests in a warm and Friendly Manner.
• Audits all work for accuracy and consistency regularly.
• Maintains high standards of each Associate’s work performance through continual monitoring, the issuing of evaluations, and performance improvement plans, coaching, or corrective action as necessary.
• Enforces adherence to the Company’s standards of dress and appearance.
• Works with General Manager to constantly improve hotel curb appeal, lobby presentation, and arrival/departure experience.
• Verifies payroll daily and weekly for all Front Office and Valet personnel.
• Handles customer complaints, credit card chargebacks, and customer care cases.
• Develops knowledge of frequent guests and their special requests and needs.
• Provides excellent customer service and service recovery when necessary.
• Resolve guest relation problems skillfully with a willingness and desire to understand a guest's viewpoint while keeping within Company policies.
• Responsible for proper key control and other security measures.
• Organizes and maintains Front Office records and equipment to control the inventory of Front Office supplies and forms.
• Becomes knowledgeable of emergency/fire evacuation and safety procedures and trains staff as needed.
• Informs General Manager of any unsafe conditions.
• Maintains ongoing communication with the Housekeeping Department on all Housekeeping/Front Desk matters, the Controller on all Accounting/Front Desk issues, the Reservation Office on all Reservation/Front Office matters, and all other departments as needed.
• Provides timely weekly work schedules, posted at least three (3) days before the start of the new work week.

Qualifications

• Customer-service oriented with a total commitment to guest satisfaction.
• Strong supervisory and performance management skills.
• Strong communication skills, both verbally and written.
• Accounting and organizational skills.
• Ability to deal with guests when they are angry or upset.
• Ability to work quickly and thoroughly when under pressure.
• Flexible and open to changes in procedures.
• Ability to attend to more than one task at a time.
• Technical knowledge of Front Desk operations.
• Knowledge of local and surrounding communities.
• Experience in customer service and management.
• Three (3) years’ hotel or other highly relevant hospitality experience and/or hospitality degree from an accredited university.
• Marriott experience preferred.
• Opera or Lightspeed knowledge a plus.