Front Desk Assistant Manager

Position Summary

The Company operates 24 hours a day and 7 days a week so operational demands require variations in shift days starting and ending times and hours worked in a week.

Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk reservations guest services and telephone areas. Prepares monthly reports and may prepare a budget for front office department.

Essential Functions

• Train cross-train and retrain all front office personnel.
• Participate in the selection of front office personnel.
• Schedule the front office staff.
• Supervise workload during shifts.
• Evaluate the job performance of each front office employee.
• Maintain working relationships and communicate with all departments.
• Maintain master key control.
• Verify that accurate room status information is maintained and properly communicated.
• Resolve guest problems quickly efficiently and courteously.
• Update group information. Maintain monitor and prepare group requirements. Relay information to appropriate personnel.
• Review and complete credit limit report.
• Work within the allocated budget for the front office.
• Check cashiers in and out and verify banks and deposits at the end of each shift.
• Enforce all cash-handling check-cashing and credit policies.
• Conduct regularly scheduled meetings of front office personnel.
• Ensure strict adherence to the uniform policy.
• Uphold the hotels commitment to hospitality.
• Prepare performance reports related to front office.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily.
• Monitor high balance guests and take appropriate action.
• Ensure implementation of all hotel policies and house rules.
• Operate all aspects of Front Office computer system including software maintenance report generation and analysis and simple configuration changes.
• Prepare revenue and occupancy forecasting.
• Ensure logging and delivery of all messages packages and mail in a timely and professional manner.
• Ensure that employees are at all times attentive friendly helpful and courteous to all guests managers and other employees.
• Monitor all V.I.P. guests and requests.
• Maintain required pars of all front office and stationary supplies.
• Review daily front office work and activity reports generated by Night Audit.
• Review Front office log book and guest feedback forms on a daily basis.
• Maintain an organized and comprehensive filing system with documentation of purchases vouchering schedules forecasts reports and tracking logs.
• Consistent professional and positive attitude and actions when communicating with guests and associates.
• Ensure maintenance problems are promptly reported through proper channels.
• Write shift reports including reports on any incidents of theft accidents or injuries when assigned.
• Check with manager/supervisor before leaving work area for any reason.
• Respond to guest requests concerns and problems to ensure guest satisfaction.
• Report any incidents of guest dissatisfaction or other matters of significance to manager so that corrective measures may be taken.
• Any other tasks/duties as requested by management.

Qualifications

The Company may consider equivalent combination of acceptable education and experience providing the knowledge skills and abilities cited below.

Education and Experience

• Associate degree or equivalent experience.
• Two years of customer contact and supervisory experience in the hospitality industry.

Skills and Abilities

• Ability to understand and provide friendly guest service.
• Ability to correctly process check-ins and check-outs answer questions and resolve guest requests in compliance with policies and procedures brand standards and federal state and local regulations.
• Ability to processes guest bills and collects payments in compliance with cash handling credit card processing and accounting policies and procedures.
• Ability to compile facts/figures in a timely manner identify and investigate issues and resolve basic matters.
• Ability to follow an appropriate course of action based on policies and procedures.
• Ability to operate a computer calculator phone and other office equipment.
• Attention to details with good organizational and efficient time management skills.
• Consistently professional attitude and behavior with effective listening and communication skills.
• Ability to work in a fast paced environment sometimes under pressure while remaining flexible and efficient and simultaneously handling competing and changing priorities.
• Ability to satisfy the legal requirements for employment within the jurisdiction.

Working Conditions & Physical Effort

Work is normally performed in an interior hotel environment. While performing job duties the associate speaks listens completes documents processes requests and operates office equipment such as a telephone calculator computer copier and fax. Physical requirements include extended periods of standing and/or walking bending reaching pulling pushing kneeling and lifting up to 50 pounds. The job requires close vision with or without corrective lenses. This position may be required to operate a motor vehicle.