Front Desk Assistant Manager

Essential Duties And Responsibilities

• Maintain current knowledge/familiarity with all hotel services/features and local attractions to respond to guest inquiries.
• As needed, monitors staff behavior, directs breaks and job functions to expedite check-in/out.
• Directs staff in proper job functions and proper guest interaction.
• Assist guests with booking/housing needs for assigned groups, in adherence to established policies and procedures, assisting all other areas within the department as needed.
• Balance inventory, build and maintain protected blocks, & process and maintain all out of order reservations.
• Place all needed purchase orders, receives orders and closes POs as needed.
• Process payroll, update Unifocus, process PTO requests and publish schedules as needed.
• Aid in any management training and agent training as needed.
• Absorb any management responsibilities when no other management is available.
• Afford proactive and leading role in terms of service, culture, development, team image, systems, procedures and skill development.
• Identify VIPs for all sales, entertainment, and executive groups to ensure their transportation, rooms and amenities are set and accurate.
• Follow up with departments accordingly to ensure success for these guests from before arrival to after departure.
• Act as key liaison between Sales/Convention Service Managers, group contacts, meeting planners, and the Front Desk.
• Aid in overseeing corridor operations when no other management is available.
• Absorb any management responsibilities when no other management is available.
• Afford proactive and leading role in terms of service, culture, development, team image, systems, procedures and skill development.
• Accommodate, prepare, and distribute all special reporting/tracking requests/needs for group contacts, meeting planners, and management.
• Maintain key sense of ownership and act on or notify Front Desk Manager/Director of any potential issues related to inventory, rate, occupancy, or special requests.
• Work closely with Entertainment/management to ensure all event bookings are accommodated in accordance with contractual obligations and established guidelines/procedures.
• Maintain timely communication, both written and verbal, between group contacts, clients, sales managers, and supervisors/management, providing expedient guest resolution within established scope of authority.
• Attend pre-conferences, pre-planning, and post-conference meetings with clients and staff, when requested.
• Prepare estimated charges for groups, collects payment, and settles account upon departure.
• Monitor group codes and hanging balances to ensure hotel and clients are satisfied and balances are paid.
• Any other duties as assigned within the scope of this position.

Knowledge/Skills/Abilities

• Proficient in Microsoft Office Products: Word, Power Point, Outlook and Excel.
• Preferred knowledge of hotel-based systems- AS400, Passkey, and Delphi).
• Ability of complex reading, writing, math, and task completion skills is required.
• Must have the following skills: clerical, compiling, analyzing, supervising, instructing, following instructions, memorization, problem solving, independent judgment, and decision making.
• Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate.

Education And/or Experience

• Minimum 3 years’ hotel management experience is required or any combination of education, training, or experience that provides the required knowledge, skills, and abilities.

Certificates And Licenses

• Must obtain and maintain appropriate licensing with Alcohol Awareness Card.

Physical Demands

• While performing the duties of this job, the team member is constantly sitting and occasionally standing, walking and reaching overhead during over the duration of their shift.
• The team member will constantly have repetitive use of both hands.
• Constant use of vision abilities is required including distance, depth perception, field of vision, and color vision.

Work Environment

• Work performed indoors, alone and frequently with and around others.
• Team Member will perform work face-to-face including verbal contact with others on extended shifts around computer equipment.
• The noise level in the work environment is usually moderate.
• Team Member may be exposed to secondhand smoke.