Assistant Front Office Manager

JOB TITLE: Assistant Front Office Manager

REPORTS TO: Assistant General Manager

SUPERVISES DIRECTLY: Front Office Associates

Purpose for the Position: The Assistant Front Office Manager will assume supervision and leadership of the Front Office team in accordance with objectives and standard practices provided by the hotel. This role is directly responsible for the front and back office. The Assistant Front Office Manager will work directly with the Assistant General Manager to ensure an efficient operation that provides levels of service that consistently exceed visitor, guest, and ownership expectations.

Essential Responsibilities:

• Oversee the daily operations of the Front Office team
• Recruit, hire, and train new associates in accordance with property standards.
• Address and resolve all guest issues in a positive manner.
• Assist the Assistant General Manager in report preparation, scheduling, and inventory procedures.
• Must have knowledge of all rates, room types, and overall hotel products including Food & Beverage outlets.
• Handle overflow reservations calls.
• Review reservations prior to arrival to ensure accuracy and flow of information to all parties.
• Ensure all special requests and VIPs are handled expediently and proficiently.
• Supervise, coach, counsel, conduct performance appraisals, and provide ongoing training of the Front Office team.
• Other duties as required based on operational needs.

To do this kind of work, you must be able to:

• Knowledge of Opera and/or other world-class PMS systems is required.
• Minimum 1-year hotel experience as a Supervisor or Team Leader in the area of Front Office / Guest Relations.
• Must have excellent oral and written communication and customer relations skills.
• Must be detail-oriented.
• Change activities frequently and cope with interruptions.
• Have accountability in all project management.
• Handle all assigned tasks, reports, projects etc. in a professional manner and on an on-time basis.
• Able to maintain confidentiality of all guests and hotel information.
• Must have a genuine love for hospitality and taking care of others.
• Able to work evenings, weekends, and holidays.

Physical Demands: Must be able to stand for prolonged periods of time. Lifting 20 lbs. maximum with lifting and carrying of objects weighing up to 10 lbs. Requires handling, reaching, feeling, hearing, and talking. 

Environmental Conditions: Inside: Protection from weather conditions but not necessarily from temperature changes. A job is considered “inside” if the worker spends approximately 75% or more of the time inside. 

Math Skills: Requires mathematical development sufficient to be able to: Deal with systems of real numbers; algebraic solutions; and probability and statistical inference. Apply fractions, percentages, ratios, and proportion. 

Language Skills: Must have developed language skills to the point to be able to: Read newspapers, periodical journals, and manuals. Write business letters, summaries and reports using prescribed format and conforming to all rules of punctuation, grammar, diction and style. Participate in discussions and debates. Speak extemporaneously on a variety of subjects. 

Relationships to Data, People, and Things:

Data: Coordinating: Determining time, place, and sequence of operations or action to be taken on the basis of analysis of data; executing determination and/or reporting on events.

People: Supervising: Determining or interpreting work procedures for a group of workers, assigning specific duties to them, maintaining harmonious relations among them, and promoting efficiency. A variety of responsibilities are involved in this function. 

Things: Handling: Using body members, hand tools, and/or special devices to work, move, or carry objects or materials. Involves little or no latitude for judgment with regard to attainment of standards or in selecting appropriate tools, objects or materials.