Assistant Front Office Manager

Assistant Front Office Manager

Department: Valet/Bell Desk

Definition: As the Front Office Assistant Manager you will be directly responsible for the valet and bell desk. You will also assist with directing and coordinating the activities of the front desk, reservations, guest services, telephone areas, and having the major focus in the valet/bell desk.

Job Overview

The Assistant Front Office Manager will focus mainly on the efficient and smooth running of the Valet/Bell Desk with light overseeing of the front desk in the absence of the Front Office Manager while ensuring maximum guest satisfaction. The Assistant Front Office Manager must be resourceful, take ownership of problems and issues that arise and have excellent critical thinking and problem-solving skills. In addition to managing the daily operations of the Valet/Bell Desk, the AFOM will provide ongoing training and development of all Valet/Bell Desk employees and may assist the FOM with the front desk training when needed. The AFOM will assist the Front Office Manager as a second point of contact in liaising with guests to resolve complaints ensuring ultimate guest satisfaction. 1 - 2 years of hotel/hospitality experience required preferably at an operational level.

Duties and functions

· Valet/Bell Desk Guest services Training Program – assist FOM with ensuring guest service agents and Valet/Bell Desk employees are trained to the highest level of guest service satisfaction. Assist in developing a step-by-step training program to enhance the level of service at the Valet/Bell Desk (and the front desk as needed) and ensuring all Valet/Bell Desk employees and front desk agents are following the program.

· Handle guest complaints and comments tactfully and effectively, ensuring prompt resolution as well as internal follow-up.

· Implement appropriate service recovery gestures to ensure total guest satisfaction.

· Monitor employee performance and recommend/initiate corrective and/or disciplinary action.

· Monitor Valet/Bell Desk department incentive programs and collaborate with the FOM to implement creative, achievable incentives for the Valet/Bell Desk department.

· Collaborate with the FOM to develop employee appreciation events.

· Control labor expenses by monitoring the Valet/Bell Desk schedule and ensuring disciplinary action is enforced when overtime guidelines are not met, with the approval of the FOM.

· Guest Surveys – with the guidance from the FOM, review all guest reviews pertaining to the Valet/Bell Desk, research issues and correct the issues as needed.

· Community Involvement – stay up to date on events in the community to ensure we are prepared for busy times, road closures, etc.

· Perform additional duties or projects as requested by the Front Office Manager.

Job Type: Full-time

Pay: $46,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Night shift
• Overnight shift
• Weekends as needed

Work setting:

• In-person

Work Location: In person