Assistant Front Office Manager

• Supporting the day-to-day activities of Rooms Operations and supervision of related areas that include Housekeeping, Recreation, Laundry, Staff, AYS and Concierge/Guest Services
• Directs and works 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
• Open and close Front Desk shifts / Housekeeping and ensuring completion of assigned shift checklist and other duties
• Run and review critical information contained in room operations reports
• Understand the functions of the Recreation, Laundry, Housekeeping, Bell Staff, AYS, Front Desk and Concierge/Guest Services operations
• Temporarily supervise all areas of the Room Operations department in the absence of the Room Operations management
• Operate all department equipment as necessary and reporting malfunctions
• Ensure employees have the proper supplies and uniforms
• Understand night audit procedures and being able to comprehend and utilize reports as necessary
• Understand and comply with loss prevention policies and procedures
• Supervise same day selling procedures to maximize room revenue and property occupancy
• Verify accuracy of room rates to maximize revenue opportunities
• Use budgets, operating statements and payroll progress reports as needed to assist in the management of the Room Operations
• Participate in the management of departmental controllable expenses to achieve or exceed budgeted goals
• Understand the impact of Room Operations on the overall property financial goals and objectives
• Participate as needed in the investigation of employee and guest accidents
• Assist in the use of a guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences
• Set a positive example for guest relations
• Interact with guests to obtain feedback on product quality and service levels
• effectively respond to and handle guest problems and complaints seeking assistance from supervisor as necessary
• Assist in the review of comment cards and guest satisfaction results with employees
• Provide support for operational functions as necessary
• Train staff and monitoring adherence to all relevant policies and procedures
• Participate in department meetings and continually communicating a clear and consistent message regarding the Room Operations goals to produce desired results
• Supervise staffing levels to ensure that guest service, operational needs and financial objectives are met
• Help to train employees in safety procedures and supervise their ability to execute departmental and property emergency procedures
• Observe service behaviors of employees and providing feedback to individuals
• continuously striving to improve service performance
• Empower employees to provide excellent customer service within guidelines
• Participate as needed in the interviewing and hiring of Room operations employee team members with the appropriate skills
• Use all available on the job training tools for employees
• supervising on-going training initiatives and conducting training when appropriate
• Communicate performance expectations employees in accordance with job descriptions for each position
• Participate in the employee performance appraisal process, giving feedback to Room Operations Managers on individual employee performance issues
• Coach, counsel and encourage employees
• Participate in employee progressive disciplinary procedures as required
• Handle employee questions and concerns
• Participate in an ongoing employee recognition program
• Effectively schedule employees to business demands and track employee time and attendance
• Assist in performing the payroll function
• Oversee daily shift operations and ensures compliance with all policies, standards and procedures

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

Bonus Eligible