Assistant Front Office Manager - H

Full-Time

Description

BENEFITS:

• Health, Dental & Vision Insurance
• Voluntary Benefits including Accident, Critical Illness, Hospital Indemnity, Supplemental Life
• 401K Retirement Benefits with 4% match and immediate 100% vesting.
• Vacation Pay
• Paid Sick Time
• Holiday pay
• Wellness Programs
• Travel reduction program (TRP)
• Meal Credit
• Meal Discounts
• Recognition Programs
• Safety Shoes Discount
• Team Member Hotel Discounts

JOB FUNCTIONS:

• Maintain complete knowledge at all times of:
  • All hotel features/services, hours of operation.
  • Daily housecount and expected arrivals/departures.
  • Scheduled in-house group activities, locations and times.
• Check office storage areas for proper supplies, organization and cleanliness. Instruct designated personnel to rectify any cleanliness/organization deficiencies
• Front Desk, Bell Desk, Bell Closet, Reservations and PBX.
• Maintain supply levels and equipment within the Front Office.
• Requisitions to replenish shortages or additional items that are needed.
• Review daily business levels, anticipate critical situations and plan effective solution for those situations.
• Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts. Submit to Front Office Manager for final approval.
• Ensure that Team Members report to work as scheduled. Document any late or absent Team Members.
• Coordinate breaks for Team Members and assist in coverage if needed.
• Conduct pre-shift (huddle) meeting with Team Members and review all information pertinent to the day's business.
• Inspect grooming and attire of Team Members to ensure that all are in proper uniform; rectify any deficiencies.
• Tour hotel often looking for safety hazards and rectify any deficiencies.
• Monitor Team Members interactions with Guests and fellow Team Members ensuring prompt and courteous service; resolve any discrepancies with Team Members.
• Review Front Desk log books daily, ensuring information is kept current and accurate.
• Maintain relationships with competitive properties.
• Assist with payroll reconciliation daily.
• Conduct interviews on all prospective applicants.
• Conduct and/or monitor regular department meetings.
• Provide feedback to Team Members on their performance. Handle disciplinary problems and counsel Team Members according to hotel standards.
• Prepare and conduct Team Member performance reviews.
• Ensure that progressive discipline procedures are being followed; ensure that the appropriate documentation has been forwarded to the Human Resources Dept.
• Coordinate Team Member requests within the Front Office Department; ensuring authorized approvals and routing on Leave of Absence, vacation, days Off Requests.
• Preserve good Guest relations and handle Guest problems in an effective and efficient manner.
• Attend designated hotel meetings.
• Document pertinent information in departmental log book.
• Monitor guest response log daily.
• Maintain complete knowledge at all times of:
  • Front Desk procedures (i.e. check-ins/outs, cash handling, daily reports)
  • Reservations procedures (i.e. making a reservation, group information, Central Reservations operations).
  • PBX procedures (i.e. how to answer the switchboard, paging system, van radio & maintenance).
  • Bellman procedures.
  • Security
  • Night Audit procedures (i.e. how to balance the hotel's daily work).
• Complete accident/incident reports and distribute to appropriate departments.
• Ensure emergency procedures are followed - fire, theft, medical & disturbance.
• Sign off on all Front Office Team Members daily audits to ensure accuracy.
• Witness Front Office Team Members daily cash drops in the drop safe room.
• Maintain complete knowledge at all times of the hotel's credit card system (Monies in the bank).
• Maintain knowledge of all front office equipment.
• Provide follow-up on guest complaints from letters, comment cards.
• Provide continual training to all Front Office Team Members.
• Develop and implement Team Member incentive programs.
• Work with Accounting on billing inquiries (i.e. disputed charges, adjustments of disputed charges).
• Ensure the return of packages/faxes/mail for guests that have departed the hotel.
• Assist the Director of Front Office in completing Month End-Reports. This includes generating statistical reports, analyzing and reviewing data, and compiling all reports into a presentation packet.
• Maintain and update the M.O.D. daily shift report. Ensure that shift report is secured in file or binder.
• Be familiar with other department basis in order to assist as needed.
• Handle all M.O.D. duties. (i.e. reports, property tours, and welcome V.I.P. guests).
• Handle all guest “walk” situations.

REQUIRED SKILLS/ABILITIES:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service.
• Familiarity with local area with the ability to provide directions and maps to local attractions and destinations.
• Proficient with Microsoft Office Suite or related software.

EDUCATION AND EXPERIENCE:

• High school diploma or equivalency required.
• At least one year of experience with the hotel required.
• Previous hotel Manager on Duty/Front Office experience a plus.
• Cash handling/Accounting.

DoubleTree Suites Phoenix is an Equal Opportunity Employer. All qualified applicants and employees will receive consideration for employment without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. If you need accommodation for any part of the application process because of a medical condition or disability, please send an email to Claudia.flores@doubletreephoenix.com or call (602)683-9422 to let us know the nature of your request.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)