Assistant Front Office Manager

Assist Front Office ManagerEnsure efficient guest registration, checkout, guest service, and telephone service, while ensuring all Marriott standards are being applied. Implement company and franchise programs. Prepare forecasts and reports and assist in the development of the Rooms Division budget. Monitor and maintain the front office systems and equipment to ensure their optimum performance. Track guest satisfaction surveys and maximize usage of the guest response tracking system. Provide training for entry level associates and supervisors. Develop and implement controls for expense management. Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals. Communicate both verbally and in writing to provide clear direction to staff. Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality. Ensure compliance of front office, guest service, and FMS-PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied. Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction. Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations. Maintain all front desk related equipment and office stock of supplies. Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality. Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues. Participate in monthly department meetings developing content and leading discussions along with the Front Office Manager and/or the Director of Rooms. Stay up-to-date with all training compliance. Comply with attendance rules and be available to work on a regular basis on all shifts. Perform any other job-related duties as assigned.Education and Experience: Minimum 2 years in a supervisory front desk role or 5 years in a front desk agent position with full service hotel experience. High School diploma or equivalent required. Hotel experience preferred.Knowledge, Skills and Abilities: Proficient with FMS-PMS system and computer literacy a must. Experience with Marriott GXP and Mobile Check-ins a plus. Advanced knowledge of Marriott's reward program. Able to handle cash and credit transactions. Maintain a professional appearance and manner at all times. Must possess thorough knowledge of all front office operations and individual job requirements. Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts. Able to manage multiple tasks at all times and have excellent organizational and follow through skills meeting or exceeding deadlines. General knowledge of local area attractions and transportation. Must be able to stand up for 4 or more hours at a time with or without reasonable accommodation. Able to observe and detect signs of emergency situations. Able to establish and maintain effective working relationships with associates and customers. Able to remain calm and alert during emergency situations and/or heavy hotel activity, serving as a role model for front desk agents and other associates. Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with management, coworkers, guests, etc.