Assistant Front Office Manager

Responsibilities

• Responds to inquiries regarding hotel information and guest concerns.
• Supervise the daily operations of the Guest Services personnel; promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.
• Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
• Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts ensuring the guests are satisfied.
• Maintains good guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
• Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up to provide guests with timely and efficient service.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Assist and make recommendations to the Assistant General Manager in the areas of conducting performance evaluations, discipline and terminations as appropriate.
• Cover or find replacements for call-offs.
• Ensure proper communication to subordinates on all hotel activities in a way that insures that guest needs are being met in a timely fashion.
• Ensure all new hires are aware of all aspects of the hotel.
• Ensure all associates are properly trained on Fosse along with all other systems/procedures that will help them provide our guests with quality service.
• Make sure all Front Desk Associates are SSM trained.
• Provide motivation to the department.
• Ensure all Front Office Associate duties are completed daily (checklists, call back log, guest request log, wake-up log, etc…).
• Provide assistance to other employees and departments to contribute to the best overall performance of the department and hotel.
• Ensure the front desk is represented at each Safety Committee Meeting.
• Participates in Hotel MOD program Education/Formal Training.

Qualifications

• Total understanding of all hotel front office procedures.
• Working knowledge of guest services and hotel services, policies or operations.
• High school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems.
• Past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
• Fluent in oral and written English.
• Ability to read written forms of communication and monochrome computer screen.
• Ability to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.
• Ability to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.