Assistant Front Office Manager

Position Objective

Oversee the daily operations of the Front Office department.  Ensure front desk and communications meet minimum standards for guest satisfaction.   Act as the main contact for hotel guests and other hotel departments in the absence of the Front Office Manager.

Essential Job Functions

• Ensure efficient guest registration, check out, telephone services and tram/bell operations.  
• Observe Front Desk Agents and ensure that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification and credit are established and all posting, cash transactions, account settlements and deposits are handled correctly.  
• Observe Front Desk, Guest Services, Bell staff and Tram drivers to ensure that their duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, calls are handled both courteously and professionally, calls are answered on a timely basis and the proper greetings are used, messages and faxes are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through.
• Direct and train all staff in the department.  
• Assist in new-hire and on-going training.  
• Direct and assist in organizing breaks, ensuring that all work is completed efficiently and according to schedule.
• Arrive at workplace on time in full uniform prepared with tools and all equipment needed for service.
• Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment.  Review the daily room availability and inform staff.
• Check status of departures on a daily basis.  
• Relay all pertinent information to front desk agents, telecommunications, bell staff and Tram drivers, the following shift supervisor, and the Front Office Manager.   
• Ensure all necessary reports and forms are completed daily.
• Assist with Owner Reservations when necessary. 

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:

• Professionally represent the hotel in community and industry organizations and events.
• Participate as a team player with all departments.
• Provide constructive feedback to all departments.
• Be a leader and a role model to all Service Professionals.

Education/Experience

High school or equivalent education required.  Bachelor’s Degree preferred.  Minimum three years management experience with at least three years in management at progressively higher levels of responsibility.

Requirements

• Must be able to speak, read, write and understand English. 
• Must be able to read and write to facilitate the communication process.   
• Requires good communication skills, both verbal and written. 
• Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required.
• Must possess basic computational ability.   
• Must possess basic computer skills.
• Most tasks are performed in a team environment with the employee acting as a team leader.   There is minimal direct supervision.
• May be required to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form; to deal with problems involving several concrete variables in standardized situations.

Physical Demands

• Most work tasks are performed indoors.   Temperature is moderate and controlled by hotel environmental systems.
• Must be able to sit at a desk for up to 5 hours per day.  Walking and standing are required during the rest of the working day.  Length of time of these tasks may vary from day to day and task to task.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 15 lbs. on a regular and continuing basis.
• Must be able to exert well-paced ability in limited space. 
• Must be able to bend, stoop, squat and stretch to fulfill cleaning/inspection tasks.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.  

Certificates/Licenses

None required.