The Ass. Front Office Manager will be responsible for the day-to-day operations of the front office team. The Ass. Front Office Manager will assure guest service standards are being applied consistently while remaining in compliance with all hotel and department policies and procedures. Responsibilities Directs, implements and maintains a service and management philosophy which serves as a guide to respective associates. Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards. Ensure that standards are maintained at a superior level on a daily basis. Anticipate guests’ needs, respond promptly and acknowledge all guests. Maintain positive guest relations at all times. Resolve guest complaints, ensuring guest satisfaction Monitor and maintain cleanliness, sanitation and organization of Front Desk area. Train all new associates according to Standard Operation Procedures (SOPs) and include cross training in Housekeeping and knowledge of In Room Dining standards. Ensure associate reviews are completed timely and comply with performance management standards. Maintain complete knowledge at all times of: All hotel features/services, hours of operation. All room types, numbers, layout, decor, appointments and location. All room rates, special packages and promotions Daily house counts and expected arrivals/departures/ VIP’s. Room availability status for any given day. Scheduled in-house group activities, locations and times. All hotel and departmental policies and procedures. Ensure that current information on rates, packages and promotions are available at the Front Desk and that all associates are knowledgeable on such. Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations. Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts. Conduct pre-shift meetings with associates and review all information pertinent to the day's business. Conduct department meetings with team to drive associate engagement. Inspect grooming and attire of associates; rectify any deficiencies. Constantly monitor associate performance in all phases of service and job functions. Rectify any deficiencies with respective personnel to include Front Desk, Bell/Door, and Concierge teams. Assist staff with their job functions to ensure optimum service to guests. Observe guest reactions and confer frequently with staff to ensure guest satisfaction. Ensure security of guestroom access. Identifies the developmental needs of others and coaches, mentors, or otherwise helps others to improve their knowledge or skills. Develops an action plan to attack need areas and expand on strengths based on employee engagement and guest satisfaction results. Review weekly and monthly schedules to meet forecast and budget. Screens, interviews and selects potential staff for the department. Develops and recommends appropriate training to meet guest and internal needs. Checks that own staff meets and exceeds expectations by training and encouraging staff to provide Extra Step service. Attend the daily morning meetings and other administrative sessions. Monitor and ensure that all cashiering procedures comply with Accounting policies and standards. Adhere to all of the Front Office Financial responsibilities to include managing labor cost, reviewing and managing the FO forecast and budget, inventories, processing invoices timely and all other financial responsibilities as assigned. Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures. Ensuring FO team follows cashiering and bank procedures. Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests. Qualifications Degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major. 3 to 5 years leadership experience in a luxury hotel. Opera experience preferred. Work positively in a team environment. Exceptional guest recovery skills. Enjoy interacting with people in a fast paced environment. Ability to work and remain calm and professional under potentially stressful situations to ensure guest satisfaction. Excellent organizational and time management skills. Strong knowledge of MS Office, including Word, Excel, PowerPoint and Outlook. Benefits Accommodation Meals
