Assistant Front Office Manager

Front Desk Supervisor

Assist the Front Office Manager in supervising the front desk area while maintaining data on room occupancy, and communication with all departments concerning arrivals and departures. Reports to Front Office Manager/Director of Rooms.

Essential Job Functions

• Greet all guests upon arrival with a warm welcome.
• Maintain performance standards of front desk personnel toward guests.
• Diplomatically handle guest complaints in the absence of Front office Manager, including situations that arise when hotel is oversold, irate guests, etc.
• Maintain accurate records of accounts at front desk, making sure all posting is correct according to procedure.
• Keep open communication between front desk and key departments.
• Assist front desk manager as needed.
• Relieve and substitute for employees as necessary.
• Review log book daily for information from previous shifts, keeping desk agents up to date on any updates.
• Direct, train, retrain, discipline and supervise front desk agents.
• Provide front desk manager with reports as needed.

Education/Experience

High School Diploma plus some college, previous front desk / guest service experience in a supervisory capacity. Reservation knowledge is helpful.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to communicate with and discipline front desk staff along with the other resort departments.
• Ability to prepare computer reports and room keys utilizing general office equipment.
• Maintain the accuracy of records and posting room charges.
• Pleasant demeanor with guests of the resort.
• While performing the duties of this job, the employee is regularly required to stand, sit, walk, bend and use hands to finger, handle or feel objects, tools or controls.
• The employee is frequently required to talk or listen.
• The employee frequently is required to use hands to grab, move, lift, or feel objects, and use telephone, computer, and copier machine.