Assistant Front Office Manager

The Position: Assistant Front Office Manager

Reporting Relationship: Front Office Manager

Position Summary:

To assist the Front Office Manager in the operation of the Front Office and coordinate activities in order to obtain optimal room occupancy and revenue. To oversee all activities of the Front Office to ensure high standards of guest service and accuracy in all phases of the operation.

Responsibilities:

·Ensure proper staffing levels of Front Desk by assisting Front Office Manager in preparing weekly schedule and maintaining proper documentation (time cards, disciplinary procedures, reviews, etc.)

·Assist the Front Office Manager by handling special requests, group blocking and unusual circumstances.

·Communicate with the Housekeeping Department regarding guest rooms and requests.

·Communicate with the Engineering Department regarding any maintenance requests from the guests.

·Check AM and PM discrepancy reports.

·Have complete working knowledge of Front Office system, including all daily transactions and those which are not performed often.

·Accurately manage and operate the reservation system and assist with reservations, when needed.

·Accurately and efficiently manage and perform all of the front desk functions to include Bell Attendant, Valet Attendant, PBX Operator, Front Desk Clerk, Reservationist, etc.

·Assist Front Desk by cordially checking guests in and out of the hotel.

·Know how and where to accurately post all charges.

·Accurately manage cash handling including receiving money from guest for payment of hotel charges and making correct change.

·Handle checks and credit cards received from the guests for payment of hotel charges in accordance with management company’s accounting and credit procedures.

·Know and accurately quote all of the room rates using upselling/yield management techniques per company policy.

·Greet guests cordially and promptly and professionally check with guests in and out of the hotel.

·Give clear and accurate directions to hotel facilities, rooms and local area attractions.

·Understand and be able to train new associates on night audit procedures, if required.

·Remove safety hazards.

·Perform job duties of associates who do not report to work until substitute associate arrives.

·Efficiently operate telephone system, answering all incoming calls within 3 rings.

·Manage the Night Audit staff.

·Supervise the Reservations Department where applicable.

·Implement and maintain Remington Club and Stay & Learn Programs.

Requirements:

·Able to communicate accurately and effectively in verbal and written form with guests and associates so as to respond accurately and completely to people to give directions, instructions, information, answer questions and provide service as required.

·Portray leadership and provide training, development and guidance to the Front Office staff.

·Properly handle guest complaints and/or concerns.

·Understand and be able to quickly and efficiently operate the computers and software.

·Sit, stand or walk varying lengths of time, sometimes or long periods.

·Use arithmetic to check totals and make change.

·Read maps and give clear and accurate directions.

·Push and pull bell cart weighing up to fifty (50) pounds.

·Possess valid driver’s license and safely drive a shuttle van. Have proof of safe driving record as indicated by a copy of Motor Vehicle Record, per company’s Risk Management Handbook.

·Memorize the hours or operation for the hotel facilities.

·Lift and carry approximately fifty (50) pounds.

·Know and administer first aid.

·Direct evacuations in an emergency.

·Operate emergency equipment.

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Professional development assistance
• Vision insurance

Schedule:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Night shift
• Weekends as needed

Work setting:

• In-person

Work Location: In person