Assistant Front Office Manager

Join our AT&T Hotel and Conference Center team as our next AFOM!

Manage the daily operations of the front desk by providing support to front desk staff and assisting with any guest challenges.

ESSENTIAL FUNCTIONS

1. Assist the Front Office Manger with the daily operation of the Front Desk, coordinating with other departments as required to manage Guest satisfaction. Assist with the day-to-day operation of the Front Desk by ensuring staffing, service and financial standards are met. Prepare any relevant reports or documentation as needed.
2. Ensure the day-to-day operation of the Front Desk meets AAA 5-Diamond, and PLATINUM SERVICE standards at all times by working along side colleagues on a regular basis.
3. Participate in the Rooms Division daily Manager on Duty schedule rotation and become part of the Lobby Greeter rotation.
4. Attend management meetings and those that relate to the Front Desk.
5. Responsible for the day of rooms inventory control, effective blocking of reservations to maximize occupancy, rate and guest satisfaction, along with coordinating future days inventory control.
6. Handle guest compliments, complaints and concerns in an appropriate fashion to ensure guest satisfaction and fiscal responsibility.
7. Assist with preparing staffing schedules, training of current and new colleagues, maintaining department payroll reports, vacations, holidays, sick leave and absence records.
8. Assist with interviewing candidates for all Front Desk job openings; conduct Performance reviews, and performance manage as required, with supporting documentation.
9. Ensure appearance standards are maintained at the Front Desk along with other Employee rules, regulations and policies.
10. Ensure the accuracy of 5 & 10 day VIP reports or any other reports generated from the Front Office.
11. Manage the PLATINUM SERVICE program, coordinating same day arrivals
12. Review Group Resumes, VIP Alerts, Site Inspections and arrival and departure manifests to ensure consistent service standards.
13. Consistently reviewing guest information on guest folios and reservations, reviewing scheduled/un-scheduled departures and stay-overs, while monitoring the accuracy of room counts and inventory levels.

1. Control stock inventory levels, monitor workstations for cleanliness and organization at the Front Desk and in the back office areas.
2. Become fully trained for:  fire, bomb threat, power failure, serious illness, death, and natural disasters, along with other Manager on Duty responsibilities.
3. Any other duties that may be necessary in the operation of the noted/cc.

SUPPORTIVE FUNCTIONS

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 management based upon the particular requirements of the company.

1. Log all absenteeism and employee lateness
2. Oversee key inventory
3. Complete special projects in a timely manner as required by Front Office Manager
4. Monitor special requests for arriving guests
5. Inspect back of the house areas
6. Other duties as required
7. Assist guest with technical questions in regard to wireless computer and telephone use.

ORGANIZATIONAL RELATIONSHIPS

Positions directly reporting to this position (titles):

• Valet Runners
• Bell Staff
• Guest Service Agent (Front Desk & Telephone Operator)
• Concierge

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Ability to arrive to work on time and when scheduled.
• Excellent communication skills, both written and verbal.
• Must possess necessary management skills to include problem solving, decision-making, leadership, organization, planning, initiative, enthusiastic attitude towards customer service and a commitment to a team environment.
• Be flexible concerning scheduling needs and requirements.

QUALIFICATION STANDARDS

EDUCATION

2 or 4 years college degree preferred, but not required. 

*Previous leadership experience in a hotel or Front Office environment 

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