Assistant Front Office Manager

Job Description

Job Description

 

Pay Range: $46,000 - $48,000 depending on experience

Must have full availability, including nights and weekends

SUMMARY
The Guest Service Manager primary responsibilities include assisting the Front Office Manager in successfully managing
the Front Desk, Guest Services, Night Audit, PBX and Reservations areas.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Guest Service
• Maintains guest service as the driving philosophy of the operation
• Personally demonstrates a commitment to guest service in responding promptly to guests’ needs
• Committed to making every guest is satisfied
• Meets or exceeds guest satisfaction measures
• Ensures hotel standards and services contribute to the delivery of consistent guest service
• Implements and practices guest service initiatives and performs to Hotel Standards

Guest Service Manager Operations
• Direct daily activities at the Front Desk, Guest Services, Night Audit, and PBX
• Schedule according to the needs of the operation, ensuring proper coverage
• Provide training to all employees in all aspects of the operation
• Handles collection efforts of all in-house balances and notifies management of potential liabilities
• Balances all cash, check, credit card and ledger accounts through verification, shift reports and performs audit
functions if assigned
• Monitors service scores and takes action on any deficiencies
• Ensure that staff properly maintains house banks
• Respond to all guest requests and concerns and follows through to assure satisfactory outcome and compliance
• Provide guidance and direction to shift supervisors and all employees
• Effectively communicate all pertinent information to all employees
• Assist the Front Office Manager in performing administrative tasks
• Serve as Manager-on-Duty during daily shift
• Comply with all standards and regulations to encourage safe and efficient hotel operations
• Attend regular stand-up and staff meetings
• Establish and maintain professional demeanor and standards of performance of all Front Office staff
• Maintain regular attendance in compliance with company policy
• Maintain high standards of personal appearance and grooming in accordance with company policy
• Approach all encounters with guests and employees in a friendly, service-oriented manner
• Other duties as required
• Utilize his/her leadership skills to effectively run Front Office daily operations which include, but not limited to:
direct all activities in all areas of responsibility, provide training, coaching and counseling as well as progressive
discipline, profit/financial control, resolve guest and employee issues and assuring guest satisfaction.

SUPERVISORY RESPONSIBILITIES
• Assist Front Office Manager in conducting monthly meetings
• Hold all employees accountable through coaching and counseling and progressive discipline
• Delegate responsibility effectively to Supervisors and employees
• Maintain and organize all work areas; order supplies as necessary

QUALIFICATIONS
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.

EDUCATION and/or EXPERIENCE
High School diploma or equivalent, plus one year front desk/guest service supervisory experience.

LANGUAGE AND MATHEMATICAL SKILLS
• Ability to read and speak English and comprehend simple instructions, short correspondence, and memos
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other
employees
• Ability to effectively communicate with employees, guests and supervisors for optimum operation of the property
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and
decimals. Ability to compute rates, ratio, and percent and to draw and interpret bar graphs

CERTIFICATES, LICENSES, REGISTRATIONS
None required at this time.

PHYSICAL DEMANDS/ WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform
the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to
perform the essential functions.
• While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger,
handle, or feel objects, tools, or controls; and talk or hear
• Frequently required to reach with hands and arms
• Occasionally required to stoop, kneel, or crouch
• Occasionally lift and/or move up to 50 pounds
• Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to
adjust focus