Assistant Front Office Manager / Night Audit

Responsibilities

• Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk.
• Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner.
• Follow up to ensure guest satisfaction.
• Absorb and represent management in the absence of the Front Office Manager.
• Assist with development of employee morale and ensure training of Guest Services personnel.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.
• Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.
• Ensure implementation of all Highgate Hotel policies and house rules.
• Understand hospitality terms.
• Absorb and assist with check-ins and checkouts; confirm that all SOP’s are being followed properly.
• Train new employees, help to develop and implement training programs.
• Maintain log of rooms in “out of order” status.
• Absorb and perform Night Audit functions.
• Absorb and authorize and sign adjustments and paid outs over the limit.
• Absorb and oversee discrepancy report and monitor follow-through.
• Work closely with housekeeping regarding daily room status.
• Absorb and oversee Bell staff in the absence of a Supervisor if applicable.
• Operate radios efficiently and professionally in communicating with hotel staff.
• Absorb and ensure the proper use of radio etiquette within the department.
• Absorb and ensure correct and accurate cash handling at the Front Desk.
• Absorb and ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Absorb and be aware of all rates, packages and promotions currently underway.
• Absorb and follow and enforce all Highgate Hotel credit policies.
• Absorb and ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Absorb and ensure participation within department for monthly Highgate Hotel Enrichment Committee.
• Absorb and ensure team understands and remains focused on their role in contributing to the Guest Service and audit scores.
• Absorb and assist in signing off of all Service Standards by Position for Guest Services staff.
• Absorb and review Front Office lo book and Guest Request log on a daily basis.
• Absorb and monitor all V.I.P.'s, special guests and requests.
• Absorb and monitor energy management, PBX, Pay-TV consoles to ensure proper functioning of equipment.
• Absorb and block rooms for special groups.
• Absorb and participate in Room Inspection programs.

Qualifications

• At least 5 years of progressive experience in a hotel or related field; or a 2-year college degree and a minimum of 3 years of progressive experience in a related field; or a 4-year degree and a minimum of 1 year of progressive experience in a related field.
• Previous supervisory responsibilities.
• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Opera cloud experience necessary.