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Form of workJob Summary
A Key Participant in the Mission to deliver service in a friendly, courteous and helpful manner, the AFOM assists the Front Office Manager in managing all facets of the Front Office, most notably front desk/ reception, cashier, night audit transportation/van service, continental breakfast service, sundry shop and bell services to ensure guest satisfaction and maximize hotel profitability. The AFOM is often hands-on in these areas and may cover shifts at the Front Desk.
Summary of Essential Job Functions
Assist in overseeing the day-to-day operations of the front desk and associated functions, scheduling staff. Ensure adherence to established procedures for all related activities by all guest service agents, hosts.
Oversee and participate in guest registration and check out.
Analyze Front Office reports; investigate previous night's production, rates, and issues. Prepare for the day's arrivals and events.
Analyze and generate reports and communicate information to employees and appropriate departments.
Assist in the assembly, tracking and interpretation of financial and operational plans for the Front Office department, to include the annual hotel budget.
Assist in achieving budgeted revenues and expenses and maximize profitability related to the rooms department. Investigate deviations from budget and take immediate corrective action.
Carry out activities (night audit review, setting up group billing, making forecasts, controlling and placing orders for supplies, cross departmental communication) required for smooth functioning of the Front Office.
Maintain correct procedures for hotel accounting, credit control and handling of financial transactions.
Maintain personal contact with customers (both internal and external).
Have Knowledge of hotel property, amenities, area attractions and transportation.
Ensure proper care, maintenance and security of departmental furnishings, fixtures and equipment.
Maintain procedures for security of guest, hotel property and emergency procedures.
Follow company policies and procedures and effectively communicate them to subordinates.
Monitor and maintain procedures for safety of personnel including review of Emergency Procedure manuals and continuously retrain personnel for safety procedures.
Champion the Virtuous Cycle
Assist in reviewing Personnel performance and assist in career development.
Motivate and celebrate Team Member Success
Aggressively recruit and staff department, using company-hiring standards (i.e. behavioral questioning, reference checks, evaluations and team interviews).
Conduct training classes regarding safety, security, department procedures and service guidelines.
Conduct daily departmental NETMAs.
Champion the use of HOST? - PM Hotel Group's Signature Service Program for delivering aggressive hospitality to our guests and to our internal customers. Respond quickly to guest requests or complaints in a friendly manner and insures that appropriate action is taken. Follow up to ensure guest satisfaction.
Ensure hotel is in compliance with all federal, state and local laws, including EEOC and Wage Hour laws.
Fulfill Manager on Duty shifts if required.
Provide a professional image at all times through appearance and dress.
Other duties as assigned by management
Abilities Required
Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to "pitch-in" and help co- workers with their job duties and be a team player. Ability to handle cash and credit transactions. Must possess thorough knowledge of all guest services department operations and individual job requirements. Excellent written, verbal, and organizational skills required. Computer literacy and financial management a must. Ability to resolve guest, supervisor and employee conflicts. Able to effectively manage multiple tasks at all times.
Customer Satisfaction:
Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with PM Hotel Group staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every PM Hotel Group associate is a guest relations ambassador, every working minute of every day.
Work Habits:
In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job, and ask for help whenever you are not sure how to do something.
Safety & Security:
The safety and security of our guests and associates is of utmost importance to PM Hotel Group. Every PM Hotel Group associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.
NOTE:
This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate's supervisor. Furthermore, this description is subject to change, at the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an "at will" associate.
