Assistant Front Office Manager

POSITION: ASSISTANT FRONG OFFICE MANAGER
POSITION REPORTS TO: DIRECTOR OF FRONT OFFICE
CLASSIFICATION: EXEMPT
PAY RANGE: $60,000 - $65,000 PER YEAR
Job Description:
At Casa Cipriani, the Hotel Assistant Front Office Manager is responsible for supervising front desk and guest service operations at a luxury hotel/membership club. They play a crucial role in ensuring that guests receive exceptional customer service and that all Front Office operations run smoothly and efficiently.
Essential Functions and Responsibilities of the job include but are not limited to:

• Overseeing front desk operations: You will be responsible for overseeing the day-to-day operations of the front desk, ensuring that guests receive prompt, efficient, and professional service. This includes managing the front desk team, handling customer inquiries and complaints, and ensuring that all front desk processes are followed.
• Should be knowledgeable, understanding, and adhere to Company Core Values and Mission Statement. Must lead by example.
• Overseeing and supporting the Doormen, Valet, and Bellmen operations: You will be responsible for overseeing the Doormen operations and supporting the Guest services when needed, ensuring that guests' arrival experience and luggage is handled promptly and efficiently, and that all guest requests are fulfilled in a timely and professional manner. Ensure that grooming standards are followed and respected.
• Monitoring guest satisfaction: You will be responsible for ensuring that guests have a positive experience when staying at the hotel and addressing any issues or complaints that arise. Report complaints accurately as reported in our procedures.
• Managing room assignments and updates: You will be responsible for managing room assignments and updates, ensuring that guests are assigned to rooms that meet their needs and preferences, and that any updates or changes to room assignments are handled efficiently and professionally.
• Monitoring guest check-in and check-out processes: You will be responsible for monitoring the check-in and check-out processes, ensuring that they are efficient and secure, and that guests receive the appropriate room key and any necessary information about the hotel and its amenities.
• Ensuring accurate billing and payment processes: You will be responsible for ensuring that guests are correctly billed and that payment transactions are processed accurately and efficiently. This includes reconciling daily transactions, ensuring that all charges are properly posted to guest accounts, and handling cash and credit cards.
• Ensuring that Credit cards and ID are collected upon arrival for each individual. Payment is secured and the registration process is complete and accurate. Guest information is up to date and secure.
• Managing Front Office staffing levels: You will be responsible for monitoring staffing levels in the Front Office, ensuring that there are enough staff on duty to handle customer inquiries and requests, and that staff are trained and equipped to handle customer needs effectively. Ensure that grooming standards are followed and respected.
• Implementing Front Office policies and procedures: You will be responsible for implementing and enforcing Front Office policies and procedures, ensuring that all Front Office operations are conducted in a professional and efficient manner, and that all customer transactions are handled securely.
• Support the department programs and initiatives such as Upselling. Train and coach, the staff accordingly and make sure they adhere to the policies.
• Ensuring safety and privacy procedures are in place. Supporting the Fire and Safety Wardens when you or part of your team is assigned.
• Managing Front Office budget: You will be responsible for managing the Front Office budget, ensuring that all Front Office operations are conducted within budget, and that any budget overruns are identified and addressed promptly. Monitor stationery and inventory levels to ensure operational levels.
• Staying up to date with industry trends and best practices: You will stay up to date with the latest industry trends and best practices, and make recommendations for improving Front Office operations, to ensure that the hotel remains competitive and attractive to customers.
• Participating in training and development programs to improve job skills and knowledge.
• Performing other duties as assigned by the management team.

Sales-oriented mindset, with a goal-driven approach to achieving targets and maximizing revenue.

Qualifications:

• Education: A high school diploma or equivalent is typically required, though a bachelor's degree in hospitality management, business administration, or a related field may be preferred.
• Work experience: Several years of experience in the luxury hospitality industry, particularly in a Front Office or guest service role, is usually required.
• Customer service skills: Excellent communication and interpersonal skills, as well as a strong customer-focused approach, are critical in ensuring guest satisfaction.
• Technical skills: Proficiency in computer systems and software, including property management systems (PMS), central reservation systems (CRS), and Microsoft Office, is important.
• Organizational skills: The ability to prioritize tasks, manage multiple tasks simultaneously, and maintain attention to detail is crucial.
• Problem-solving skills: The ability to analyze and resolve guest complaints, resolve conflicts, and make decisions under pressure is necessary.
• Leadership and teamwork: A strong ability to lead and motivate Front Office staff, as well as work collaboratively with other departments such as housekeeping, food and beverage, and maintenance, is essential.
• Professionalism and integrity: A professional demeanor, strong ethical standards, and the ability to maintain confidential information is expected.
• Mentorship and training skills: The ability to mentor and train Front Office staff, and provide coaching and feedback, is desirable.
• Flexibility and adaptability: The ability to work in a fast-paced environment and adapt to changes in policies and procedures is important.
• Ability to work overnight, weekends, and holidays.
• Ability to stand or walk for long periods of time.
• Must be able to lift, push, and pull items up to 40 pounds.

All job requirements in the job description provided indicate the minimum level of knowledge, skills, and/or abilities deemed necessary to perform the job competently. Job description is an overview of the duties, responsibilities, and requirements of the position. Employees may be required to perform other job-related assignments as requested.

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