ASSISTANT FRONT OFFICE MANAGER

Position Summary

The Assistant Front Office Manager assists the Front Office Manager with the daily operation, and supervision of the Front Office Supervisors and Agents, PBX and Reservations. This hands-on position handles the requests and transactions of the hotel guests and management, and coordinates with the other departments as necessary. Incumbent must utilize available resources to provide excellent Guest Satisfaction.

Supervision Exercised

Report to the Front Office Manager.

Supervises the Front Office Supervisors, PBX, and Reservations.

Major Duties and Responsibilities

1. Assures that all employees in the front desk department provide our guests with friendly, courteous and timely service!
2. Enforce departmental service standards for Front Desk Agents, Door Attendants, and Bell Staff.
3. Ensure and oversee that all staff in the department are fully trained in technical, customer service and sales skills.
4. Assists in conducting performance evaluations and document coaching, training and discipline of employees in a timely manner when necessary.
5. Supervise the daily operations of the Front Desk Agents, Reservations Agents, and PBX staff to comply with SOPs, maximize revenues and motivate employees to ensure an optimal level of quality service and hospitality are provided to the hotel guests.
6. Resolves all guest complaints maintaining a satisfactory impression. Anticipates potential problems by reviewing and monitoring complaints, operational issues business flow and agent performance to ensure high levels customer satisfaction.
7. Prepares work schedules and assigns personnel to meet demands. Assures that payroll costs conform to budget by scheduling and monitoring staffing levels to ensure that the department is staffed appropriately for business demand without any overtime.
8. Assists the Front Office Manager Develop, manage and monitor department budget.
9. Communicates with Housekeeping to coordinate timely room readiness and room projects.
10. In conjunction with Resort marketing, ensures that casino requests are handled with the utmost priority.
11. Coordinates with Reservations, Hotel Sales and Convention Services regarding room blocks.
12. Coordinates with Reservations, Transportation, and Valet Parking to ensure smooth arrival and departure for guests.
13. Communicate closely with the Front Office Supervisors, Executive Housekeeper, Convention Services Manager, Night Audit/ Accounting Department and Lead Concierge to ensure follow-up on any special problems, guest requests, etc.
14. Review daily arrivals to ensure proper handling of VIPs and Return Guests, groups, etc., and to escort VIPs to their rooms.
15. Ensure adherence to all credit procedures in the Front Office; review high-balance report and follow up on credit problems with Financial Accounting Controller.
16. Communicates any variances in a timely manner to the Front Office Manager.
17. Other related duties as assigned.

Secondary Duties and Responsibilities

Knowledge, Skills and Abilities

1. Knowledge of room management systems software.
2. Must have excellent customer service skills.
3. Must have excellent written and oral communication skills.
4. Ability to analyze and solve problems.
5. Effective supervisory skills.
6. Organization/planning skills.
7. Ability to maintain a flexible work schedule.
8. Sound administrative and business management skills.
9. Proven ability to recruit, train, and motivate personnel in order to balance staffing strength with profitability and growth.
10. Knowledge of organizational structure, workflow, and operating procedures.
11. Ability to create and implementing guest service standards and procedures.
12. Ability to proficiently use Microsoft Office programs.
13. Knowledge of applicable Federal, State and local laws.
14. Strong analytical, numerical and reasoning abilities.

Requirements:

Minimum Qualifications, Education and Experience

Required:

1. High School Diploma, GED certification or equivalent.
2. Associate's degree in hotel management or related field and three (3) years of front desk/office experience including two (2) years of supervisory responsibility. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling five (5) years may substitute for the required education and experience.

Licensing Status

1. Must be able to successfully pass a stringent background investigation.
2. Will require a post-offer, pre-employment and random drug screening.

Working Conditions

1. Work normally performed indoors.
2. Work is performed on weekdays, weekends and holidays in a 24/7 environment.
3. Work requires normal dexterity while walking, climbing stairs, standing, sitting, bending, squatting, and lifting.