Assistant Front Office Manager

 

To assist the Front Office Manager in a day to day operation.

General Duties :

• Assist in the day-to-day operation of the hotel front office
• Supervise the operational activities of the hotel front desk within hotel guidelines to provide the highest standard of courteous service while permitting acceptable profit levels.
• Assign, coordinate, and supervise work activities of Front Desk Agents.
• Ensure work is completed to include, shift closings, room deposits, refunds and rebates.
• Train and develop Front Desk Agents. Prepare staffing schedules, complete payroll, and monitor labor costs to budget figures.
• Prepare and conduct Front Desk meetings and resolve issues.
• Perform house counts and review daily arrivals, identify potential problems with rooms’ activity and take appropriate action.
• Provide information and direction to staff to achieve 100% occupancy.
• Review and resolve dispute accounts and Housekeeping discrepancies.
• Prepare a shift briefing to communicate activities, short take training, and any problems and/or special information to the next shift.
• Perform check-in and out procedures.
• Take personal responsibility for correcting customer service
• Leading our front office team and maintaining a level of professionalism according to the standards.
• Adhering to all policies and procedures set forth by the hotel.
• Balancing the house and blocking rooms according to the standards set forth by the Hotel
• Monitoring guest service supervisors to ensure that checklists are being completed correctly and in a timely fashion.
• Ensure adherence to all credit procedures in the front office, reviewing high-balance report and follow up with credit manager or front office manager if needed.
• Ability to handle relocation of guests according to established procedures.
• Ability to interact and mingle with guest - explain about the lobby to make them feel welcome and as though they belong to the hotel.
• Adhere to and promote all our Core Values.
• Maintaining guest satisfaction by dealing with guest concerns both in person and by correspondence.
• Promote and motivate agents to continually enroll guests and achieve monthly goals set by the front office manager
• Response and adherence to emergency procedures. Ensuring a smooth response and coordination of appropriate departments during all emergencies.