Assistant Front Office Manager

PRINCIPLE RESPONSIBILITIES AND POSITION PURPOSE:
Oversees the overall operation of the entire hotel during the evening and/or night shift to ensure guest satisfaction and safety. This position has full hotel authority in the absence of the General Manager and Front Office Manager during the night shift. Follows up and makes decisions affecting guest and team member issues. Maintains direct supervision over all night shift team members.

• Exercises full hotel authority in the absence of the General Manager during the night shift. Serves as Manager-On-Duty to ensure effective interdepartmental operations and to address and resolve guest and team member questions or issues. Ensures total guest satisfaction and safety.


• Oversees the preparation of daily summary reports for distribution to various hotel
  departments on the day's business activities.


• Supervises and trains night Guest Services Agents to ensure guests are satisfied with their stay and reports are accurately completed. Maintains overall supervision of all night shift team members


• Communicate effectively both orally and in writing to provide clear direction to staff.


• Monitor lobby traffic and make staffing adjustments as required.


• Review VIP and Airline reservations and ensure proper handling of VIPs and groups, administer amenity orders and resumes for incoming guests.


• Update system by inputting inventory and non-inventory groups.


• Monitor special reservation requests handling and oversee rate changes on in-house guests.


• Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel.

SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Talks and interacts with guests to help ensure a relaxing and entertaining environment within hotel.


• Handles guest relocations whenever necessary.


• Other duties and project management as assigned.


• Addresses concerns and reviews the status of night operations and issues with Department Heads and General Manager to ensure quality and continuity in operations.


• May be required to work overnight shifts


• Manages any emergencies that arise during the night shift

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Knowledge of computer systems for registration, reservations, communications and back-up systems.


• Mathematical comprehension to understand and interpret numbers as they apply to operations.


• Ability to read, write, speak and understand the English language to communicate with guests and team members.


• Ability to effectively deal with internal customers and external guests, which requires tact, patience, and diplomacy.


• Ability to lead, delegate, follow up and supervise staff


• Knowledge of handling hotel emergencies (fire, theft, natural disaster) is very helpful


• Complete knowledge of hotel operations preferred

EDUCATION
High school graduate or equivalent required. Two or four year college degree preferred.

EXPERIENCE
At least 2 years of front desk and/or guest services experience Management experience preferred. Supervisory experience required. Previous experience with emergencies helpful.

LICENSES OR CERTIFICATES

CPR Certification and/or First Aid Training is preferred.