Front Desk Assistant Manager

Responsibilities

• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
• Respond to all guest 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.
• Assist to Motivate, coach, counsel, and discipline all Front Desk personnel according to Avion Hospitality S.O.P.'s.
• Assist with the development of employee morale and ensure training of Front Desk personnel.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency, monitor credit report, and maintain loose observation of daily house count.
• Attend all required Rooms Merchandising meetings with all appropriate reports and documentation necessary to establish select sell guidelines and implement appropriate restrictions.
• Assist with supervision of the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy.
• Review Front Desk staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
• Absorb and present the Wage Progress Report to the General Manager weekly.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Maintain Avion Hospitality S.O.P.'s regarding Purchase Orders, vouchering of invoices, and checkbook accounting.
• Ensure that Wage Progress, Productivity, and the Ten-Day Forecast are completed on a timely basis according to Avion Hospitality S.O.P.'s.
• Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation, analysis, and simple programming.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain Avion Hospitality S.O.P.'s in its use.
• Obtain all necessary information when taking room reservations.
• Follow and enforce all Avion Hospitality hotel credit policies.
• Process and handle guest laundry (property-specific).
• Ensure that employees are, at all times, attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
• Maintain and monitor "Lost and Found" procedures and policies according to Avion Hospitality standards.
• Establish and maintain a key control system.
• Review daily Front Office work and activity reports generated by Night Audit.
• Review Front Office log book and Guest Request log on a daily basis.
• Other duties as required.

Requirements

• At least 5 years of progressive experience in a hotel or related field, or a 2-year college degree with 3 or more years of relevant experience, or a 4-year degree with at least 1 year of related experience.
• Supervisory experience required.
• Proficiency in Windows operating systems required.
• Ability to communicate information and ideas clearly.
• Quick and accurate evaluation of alternative courses of action.
• Ability to remain calm and composed in stressful, high-pressure situations.
• Effective problem-solving, including anticipating, preventing, identifying, and resolving issues.
• Ability to process complex information and adjust it to meet specific needs.
• Strong listening skills, with the ability to understand and clarify concerns raised by co-workers and guests.
• Comfortable working with financial data and basic arithmetic functions.