Assistant Front Office Manager

JOB SCOPE:

Responsible for day-to-day operations of the Front Office including, Bell Staff, Door Staff, Mail Desk, PBX and Package Room. In addition, assists in the execution of administrative functions, including training, staff development, scheduling, and payroll administration.

Management tasks

• Greet and escorts VIP’s and ensures that the staff is aware of the VIP guest requirements
• Ensure hotels standards and expectations are accomplished on a daily basis
• Oversee lobby, upholding guest service standards from the point of entry to guest room.
• Motivate team to carefully problem solve, empathize with customer needs, and develop new skills.
• Supervise Front Office, Bell Staff, Door Staff, Mail Desk, PBX and Package Room staff

Communication

• Interact with Housekeeping, Engineering, and Sales, regarding day-to-day room inventory needs
• Effectively communicate information between shifts including special requests
• Monitor and implement operating procedures
• Coordinate Front Office activities with Guest Relations and other departments
• Develop and implements “plan of action” for day-to-day operations
• Responsible for maintaining department standards
• Supervise check-in and check-out
• Ensure that staff members follow set procedures and standards.
• Control daily rooms availability, special events, and general information

Administrative tasks

• Assist in preparing, staffing schedules and payroll.
• Assist with Guest Relations activities.
• Identify training opportunities and develops appropriate materials.

Problem solving.

• Quickly and efficiently handle guest complaints.
• Handle and resolve inquiries, special services and requests, guest related problems, etc.
• In case of an emergency insures maximum safety of guests, patrons, and employees

Lobby supervision

• Greet guests upon arrival
• Controlling lobby traffic and coordinate smooth guest arrival and departure experience
• Organize departures and arrival of groups, in conjunctions with Sales

QUALIFICATIONS:

ESSENTIAL:

• 1 year management experience in: Front Office, Housekeeping, Reservations or a satisfactory combination of education and experience that provides for the skills necessary for this position.

DESIRABLE:

• Degree in Hotel Management

KNOWLEDGE, SKILLS, & ABILITIES:

ESSENTIAL:

Service Orientation:

• Troubleshoot in a diplomatic manner.
• Prioritize guest issues.
• Maintain enthusiastic and warm attitude in all circumstances.

Problem Solving

• Communicate effectively both verbally and in writing.
• Use good judgment and tact and maintain confidentiality.
• Interact with people at all levels.
• Work well under pressure while meeting deadlines

Leadership

• Front Office operations
• Front Office operating procedures and policies

Physical Skills

• Stand and walk for long period of time.

Group Process & Team Building

• Ability to train and monitor performance of staff.

DESIRABLE:

• Experience in a luxury hotel environment
• Experience in a Union environment
• Experience with Opera PMS

Salary Range: $55,000 - $65,000