Assistant Front Office ManagerHilton San Antonio AirportSan Antonio, TX
A property of: Presidian Hotels
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Job Description

The Assistant Front Office Manager is responsible for ensuring the successful operation of the Guest Services Team, including the Front Desk, Concierge, PBX Operator, and Valet/Shuttle Operators.  



Job Requirements

FUNDAMENTAL REQUIREMENTS 

· Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.

· Motivate, coach, counsel and discipline all Guest Services personnel according to Presidian Standards

· Develop employee morale and ensure training of Guest Services personnel

· Review & Approve all Guest Service timesheets for payroll processing as directed by the Front Office Manager. 

· Ensure that no-show revenue is maximized through consistent and accurate billing.

· Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.

· Ensure sign off of all Service Standards by Position for Guest Services staff

· Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.

· Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.

· Ensure correct and accurate cash handling at the Front Desk.

· Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.

· Ensure participation within department for all meetings.

· Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores.

· Monitor all V.I.P.'s, special guests and requests.

GENERAL REQUIREMENTS  

· Maintain a warm and friendly demeanor at all times.

· Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.

· Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.

· Must be able to multitask and prioritize departmental functions to meet deadlines.

· Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

· Attend all hotel required meetings and trainings.

· Maintain regular attendance in compliance with Presidian Standards, as required by scheduling, which will vary according to the needs of the hotel.

· Maintain high standards of personal appearance and grooming, which include wearing nametags.

· Comply with Presidian Standards and regulations to encourage safe and efficient hotel operations.  

· Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.

· Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.

· Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.

· Must be able to maintain confidentiality of information.

· Perform other duties as requested by management.

  EDUCATION & EXPERIENCE

· At least 2 years of progressive experience in a hotel or a related field; or a 2-year college degree of related industry.

· Supervisory experience preferred but not required.

· Proficiency in ONQ PMS System strongly preferred.


Job Details

Mid level
Full-time
Salary ($40k - $45k)
Bonus Plan

About this location

class:
Midscale
room Count:
251-500
location Type:
Airport

Values

Accountability
Belief
Family
Respect
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Hilton San Antonio Airport
Hilton San Antonio Airportshow more
Address410 611 NW Loop, San Antonio, TX, 78216 View map
Property typeHotel 
classMidscale 
room Count251-500 
location TypeAirport 

People (9)

Jacque Perez-HeathStaff AccountantJacque Heath entered the hospitality industry in 2006, with Presidian, after serving in the U.S. Navy. She began at the Canyon of the Eagles resort in Burnet, TX as a Front Desk Agent for the hotel and a Server in the restaurant. She took a break from the industry in 2010 to earn her degree. After earning a degree in Business Technology with a focus in accounting, Jacque spent a year in the accounting field before rejoining Presidian in 2016. After various roles with Presidian managed properties throughout the years, ranging from Front Desk Agent up to General Manager, Jacque is now a Staff Accountant at Presidian Corporate.
Steve KirklandCorporate ControllerSteve Kirkland is a hospitality veteran with over 15 years in the industry. He entered in 2003 as a Night Auditor with Westmont Hospitality and was later promoted to Assistant Controller. In 2008, Steve started with White Lodging in accounts receivable and ultimately became their Director of Finance. Prior to joining Presidian in 2017 as Corporate Controller, he worked with Remington Hotels as Director of Finance, having begun in 2015. Steve holds a Bachelor of Business Administration in Accounting from Texas State University.
Garrett NelsonRegional Director of OperationsGarrett Nelson is a hospitality industry veteran with experience working with brands such as Marriott, Hilton and IHG. He has served in various roles in the industry and has a passion for teaching proven processes and procedures to our leaders. As a General Manager, Garrett was recognized with several awards including the Hilton Lighthouse Award, the Presidian Bravo Award, and the Guest Service Award for finishing the year ranked number 9 in the Hilton Brand in Overall Satisfaction. Garrett brings experience, knowledge and sustained success in all segments of the business.
Anna M. LongCorporate Director of Culture & TalentAnna Long has invested over 20 years in the hospitality industry with brands such as Marriott, Hilton, and IHG as well as independent boutique/resort properties. Anna actually began her hospitality career with Presidian in 1999 as a Banquet Server while she was in college! She then went on to gain industry experience serving in various roles such as General Manager, Director of Sales, & Director of Human Resources, before coming back to Presidian in 2016. As the Director of Culture & Talent at Presidian Hotels & Resorts, Anna strives to maintain a clear focus on what really drives the organization: our people. She is inspired by helping our team members reach their career aspirations through leadership development & training, meaningful mentor-ship, associate recognition, and more!
Tom GreenDirector of Strategic IniviativesTom Green is an awarded teacher and couch, and a former Vice President of Operations for one of the most recognized catering and event companies in the state of Texas. With years of experience in the education and catering fields, Tom understands and models the values of effective team leadership, coaching and mentoring, honesty and trustworthiness. His mission is to help inspire as many people as he can with a focus on the works to inspire everyone to become the best versions of themselves.
Emily ZinnDirector of Sales and MarketingEmily Zinn is an accomplished sales veteran with over 20 years of experience with some of the most admired hotel management companies in the United States. Emily entered the industry in 1996 while earning her B.S. in Hospitality Management. She has lead successful sales teams within hotels ranging from 88 to 300 rooms across the franchisor spectrum including Hilton, IHG, and Marriott brands. Emily brings sales and marketing knowledge from full-service, select service and extended stay hotels and she has used her experiences to build and coach high performing sales teams. She contributes her success to a team of strong mentors and is passionate about developing future sales leaders.
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