Job Summary
Assistant Front Office Manager assists the Front Office Manager in directing and supervising operational duties of the hotel's front office to provide the highest standards service.
Job Duties /Tasks / Results/ Responsibilities
Manage the front desk operation including guest registration, room assignment and check out procedures
Monitor and evaluate performance of the front office staff
Monitor cash handling procedures
Monitor billing, cashiering and bill adjusting procedures
Represent property management in guest issue resolution and decisions related to the front office
Assign VIP guest rooms and monitor amenities
Mentor, train & coach the front office staff
Interviewing potential front office staff
Take part of the Manager on Duty program
Drive innovation, identify & resolve issues to improve and uphold standards in operational area
Anticipate and improve guest satisfaction in area & manage difficult service situations
Pro-actively monitor, track and respond to guest comments and feedback
Ensure all team members are enabled to and follow guidelines & service standards
Collaborate with the FO manager to develop, implement, train & monitor hotel policy
Manage shift transfer process & proactively disseminate information
Lead & facilitate Front Office Meetings
Participate in hotel departmental meetings
Knowledge, Skills, Abilities Required
Be courteous
Show genuine care for all co-workers and guest(s)
The ability to work well in a team environment
Proficient in the English language. Second language is an asset.
Must be able to handle a multitude of tasks in an intense, ever-changing environment.
Maintain a professional appearance and manner at all times.
Possesses excellent people skills, an energetic personality and superior listening skills.
Has strong orientation towards customer service with a special focus on etiquette.
The ability to always be courteous, friendly and professional. Instills a can do attitude in all team members and promotes team work between departments.
Excellent time management skills.
Exceptional detail in follow-up.
Creative problem solving skills.
Ability to quickly evaluate alternative and decide on a plan of action.
Instills a calm, organized approach in all situations.
Previous front desk experience preferred, hotel experience required.
A true desire to satisfy the needs of others in a fast paced environment.
Excellent verbal and written communication skills.
Ability to work well alone and as a leader.
Strong leadership skills and ability to train and motivate staff.
Ability to multi-task and prioritize assignments
Excellent planning, coordination and organizational skills
An internal guest focused approach to provide exceptional customer service.
Physical Demands /Requirements
Most of the time spent standing, walking or there are some requirement to lift moderate weight (10-20 pounds)
Work Environment/ Conditions
Typically located in a comfortable area. There may be regular exposure to mild discomfort from factors such as dust, odors, extreme temperature, inclement weather, noise, or lights.
This job description is not necessarily an exhaustive list of all responsibilities, skills, duties and requirements, efforts or working conditions association with this position. While this is intended to be an accurate reflection of the current tasks performed, management reserves the right to revise or require other commitments when circumstances prevail.
The hotel will function seven days a week, 24 hours a day. We may find it necessary to re-schedule shifts according to our business volume. You must be willing and available to fulfill these demands
While performing the duties of this job, the team member will be regularly required to walk, stand and sit. The associate will occasionally be required to climb and use balance. Additionally, the team member will frequently be asked to use hands and arms carry and lift items. Specific vision abilities required to perform this job include close vision and distance vision.
The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this job.
While performing the duties of this job, the team member may experience temperature fluctuations and moderate to high levels of noise. The team member will also come in contact with noxious and abrasive chemicals that must be handled properly to ensure the safety of the team member and others.
