Assistant Front Office Manager

Job Description

Entry level management position that focuses on supporting the day-to-day activities of Rooms Operations of areas that include Housekeeping, Recreation. Laundry, Staff, AYS and Concierge/Guest Services. Position assists in working with employees to carry out guest arrival and departure procedures and to maintain the property's cleanliness standards. Strives to ensure guest and employee satisfaction and achieve the operating budget.

Job Responsibility

Supporting the day-to-day activities of Rooms Operations of areas that include Housekeeping, Recreation, Laundry, Staff, AYS and Concierge/Guest Services
Opening and closing Front Desk shifts / Housekeeping and ensuring completion of assigned shift checklist and other duties
Running and reviewing critical information contained in room operations reports
Understanding the functions of the Recreation, Laundry, Housekeeping, Bell Staff, AYS, Front Desk and Concierge/Guest Services operations
Operating all department equipment as necessary and reporting malfunctions
Ensuring employees have the proper supplies and uniforms
Understanding night audit procedures and being able to comprehend and utilize reports as necessary
Understanding and complying with loss prevention policies and procedures
Communicating performance expectations to employees in accordance with job descriptions for each position
Handling employee questions and concerns
Effectively scheduling employees to business demands and tracking employee time and attendance
Supervising same day selling procedures to maximize room revenue and property occupancy
Verifying accuracy of room rates to maximize revenue opportunities
Using budgets, operating statements and payroll progress reports as needed to assist in the management of the Room Operations
Participating in the management of departmental controllable expenses to achieve or exceed budgeted goals
Understanding the impact of Room Operations on the overall property financial goals and objectives
Assisting in the investigation of employee and guest accidents
Assisting in the use of a guest information tracking system to ensure a successful repeat guest recognition program is in use to recognize guest preferences
Setting a positive example for guest relations
Interacting with guests to obtain feedback on product quality and service levels
Effectively responding to and handling guest problems and complaints seeking assistance from supervisor as necessary
Assisting in the review of comment cards and guest satisfaction results with employees.

Requirements

High school diploma or GED
3 years experience in the guest services, front desk, housekeeping, or related professional area
OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major
1 year experience in the guest services, front desk, housekeeping, or related professional area.

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