Assistant Front Office Manager

Job Essentials

Item Example

People Foster a work environment where all team members have an opportunity to realize their full potential; Shows genuine concern for the individual employee. Treats employees with tact, cooperation, helpfulness and empathy; Consistently works to improve the performance of subordinates and to prepare them for future growth.

Training All team members will receive extensive training and go through testing prior to being placed into a role. Each team member must stay over and experience all areas of the hotel and go through a checklist acknowledging they tried all of the hotels services. Team members must be aware of the local area. All team members must complete the required brand training as per brand requirements.

Communication / Follow Up In any hotel, communication is key. Team members must own any issues and a solid plan in place for following up on guest requests as well as in house requests. (Upgrading VIP’s, handing out info to guests upon arrival in welcome packets, etc). The FOM should ensure all group resumes are accessible and read and followed up on. Ensure timeliness to meetings.

Expense / Labor Controls / Overtime The AFOM should stay within forecasted numbers in regards to departmental and labor expense. Expenses should be flexed based upon demand. Overtime must be controlled. Plans appropriate allocation of resources and assignments of staff Utilize labor reports.

Revenue Maximization It is crucial that the front desk team contributes to the sellout efficiency. It is up to the FOM to ensure upsell/perfect sell programs are in place, hotel loyalty program enrollments, etc. The front desk owns the hotel day of arrival. This will be measured via the daily revenue reports, etc.

Guest Scores / Experience All scores pertaining to the front desk area should be at or above the brand average. In the event the hotel is running above the brand average, the scores should be at or higher than the previous years scores. All responses will be followed up on within brand guidelines. (Guest assistance, SALT etc). Maintain TripleAAA 4 Diamond rating. Familiar with criteria.

QA Must ensure passing of brand QA. Ensure each team member is trained and SALT score is at or above brand expectations for all items pertaining to the front desk / transportation, etc.

Safety Ensure you and the teams are certified in all applicable state and required safety certifications (CPR, etc). In addition, ensure everyone is trained on Emergency procedures, where to find the emergency manual, where to find various shut off valves, fire panel, etc. Ensure regular safety checks of the shuttle.

Cleanliness Own / Maintain lobby appearance / PBX back Office at all times.

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