Assistant Front Office Manager | Benefits Include: Paid Time Off, Medical, 401K And Many More

The Assistant Front Office Manager oversees the front office operations and manages the front office supervisor, guest service agents, bellmen, doormen, and concierge staff. Assists guests with check in and check out of the hotel, including cashiering functions. The position will also assist in making reservations for the hotel and answers incoming telephone calls. Other duties include assisting guests with requests and other functions that are typical in a luxury boutique hotel. Assists guest as Manager on Duty.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Include the following. Other duties may be assigned and vary with specific shift assignment.

• Working the front desk to cover breaks, scheduling issues, emergencies, and high business demand.
• New hire training, assisting in performance evaluations, as well as training FOS and associates on new software/policies/procedures.
• Assisting/co-presenting department meetings.
• Maintaining/tracking employee recognition programs, and upsell programs.
• Maintaining the schedule and adjusting as necessary for call offs, or business demands. Maintaining the payroll and correcting/adding missed punches.
• Monitoring supply consumption and notifying FOM/purchasing new supplies upon approval from FOM.
• Assist in interviewing candidates
• Providing change for associate banks.
• Assist the Front Office Manager and General Manager in overseeing staff and operations, training, and other projects and duties as assigned by the FOM or GM.
• Lobby ambassador.
• Giving minor infraction discipline, and maintaining the appearance of FOS and associates in regards to their uniforms.
• Attending webinars when needed.
• Continuing Service Standards training with FOS and associates.
• Attending Staff meetings and Finance meetings when the FOM is not available.

Responsible for maintaining a high and consistent level of guest service. Be attentive and alert to guest needs particularly during check-in and check-out times. Greet, register, and assign rooms to guests. Follow property specific greeting of guests. Make, and issue room keys and escort guest to Luggage/Bell Desk. Wish guests with Good Morning/Afternoon/Evening as many times as guests are encountered. Coordinate guest room changes, if requested.

Answer the telephone within 3 rings at all times. Transmit and receive telephone messages. Answer reservations questions and quote rates and/or take reservations when the reservations office/manager is not available. Answer inquires pertaining to hotel services. Assist with guest requests. Handle guest inquiries, request and/or complaints.

Follow departmental guidelines on guest safety at all times. Follow through and communicate pertinent guest related facts to colleagues. Communicate pertinent information to colleagues and supervisors at change of shift. Follow all procedures as outlines in departmental checklist, including taking cash in and disbursing cash out. Count cash and account for bank at change of each shift.

Forward guest messages, faxes, packages to the guest in a timely manner. Coordinate delivery of mail, special/courier packages to guest rooms. Coordinate with other departments any special requests, i.e. iron, crib, ice, etc.

Have total knowledge of the product and respond to guest questions about the Hotel. Instruct guests on how to use safety deposit box, telephone, television if requested. Recommend different dining establishments, entertainment spots and shopping centers at guest request. Give concise and accurate directions to areas/tourist spots within Miami/Miami Beach. Give a clear presentation of the different hotel outlets/amenities to the guest.

Compute bill, post charges and collect payment from guests and offer to book future reservation for return visits to the hotel. Keep track of room availability and rooms to sell each day. Sell rooms at rates as per room availability chart and as per Department Head specifications.

Assist in inspecting of guest rooms (if needed). Know all hotel safety and emergency procedures. In case of a walk or overbooking situation assist the guest in finding alternate comparable accommodations. Maintain uniform standard and secure master keys/bank/safe deposit box keys at all times.

• REQUIREMENTS Experience in a luxury hotel is required (two years minimum), as well previous Supervisory experience. A basic knowledge of computers in required. Candidates who are familiar with Miami and Miami Beach and what the area has to offer to visitors is preferred. To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The individual should be able to read, write, and converse in the English language to communicate well with guests, co-workers, and managers. Fluency in a second language is also preferred. OTHER REQUIREMENTS The individual must be able to work in a fast paced guest service oriented environment; to perform duties and meet deadlines in a timely manner; to work as part of a team and to complete assignments independently; to take instructions from managers and to interact with co-workers, managers, guests and the public in a professional and pleasant manner. The position requires duties to be performed with attention to detail, accuracy, follow through, courtesy and cooperation. The individual is responsible for handling of any inquiries with positive attitude and most possess a strong desire to perform consistent and high quality guest service. EQUIPMENT TO BE USED & OPERATED Computer, copier, credit card machine, front office equipment, fax machine, key card equipments, keyboard, printer, and telephone. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job the employee is required to stand. The employee is required to talk, hear, and walk as an essential part of the job. The employee is regularly required to use the telephone, register, printer, and the computer. Employee is expected to type and will be required to carry of frequent conversations with guests. The individual will be talking and listening on the telephone and may have to use the computer simultaneously. The employee is occasionally required to sit. Employee shall frequently have to use the fax machine, copier, and printer. The employee is occasionally required to take the elevator or steps to different floors in the hotel. SAFETY RESPONSIBILITY Must learn and comply with all Hotel and Department safety rules; must immediately report all unsafe conditions to managers; must be familiar with all safety features of equipment and materials encompassed by job duties; and must check with manager if there is a question as to the safe procedure to be used for any job function. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Noise level in the work environment is usually moderate. ADDITIONAL REQUIREMENTS Employees must fulfill the performance standards of this position and comply with policies, rules, and procedures of the Hotel. This Job Outline is intended to describe only the general nature and work responsibilities of the position. This outline and the duties of this position are subject to change, modification, and additions as deemed necessary by the Hotel. Employees are required to comply with supervisory instructions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties This Job Outline will be used as a tool for performance appraisals.