Assistant Front Office Manager

Department: Front Desk

Reports to: Front Desk Manager

Status: Non-Exempt

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Job Summary:

The Assistant Front Office Manager will be responsible for directing Front Office operations including the staff of Front Desk, PBX, Night audit and The Innovation Welcome Center in the absence of the Front Office Manager. This individual will serve as a champion in driving a high level of service execution within the front office.

 

**Please note, Mainsail Lodging & Development is a drug-free workplace. Pre-employment screening, to include a background test and drug screen, is required for all candidates offered a position.

 

Essential Functions

  • Manages the properties unique arrival service strategy and execution through regular observation and interaction with the front office team
  • Ensures complete guest satisfaction and follows up on all escalated guest issues and concerns in a timely manner.
  • Manages and assists in the pre-arrival process to execute guest transportation when needed, room assignments, special requests, and billing requirements are met per hotel, company, and brand standards.
  • Maintains guest confidentiality by ensuring department team members maintain current with all property, company, and brand specified training and information
  • Actively engage guests upon arrival, departure and onsite interactions.
  • Processes guest check-ins by confirming reservations, assigning room, and issuing and activating room keys
  • Ensures proper protocol is maintained to promote a high degree of mobile check-in program execution
  • Ensures that front office staff is properly trained and executes against property empowerment guidelines.
  • Actively reviews, responds, and shares guest feedback derived from various guest feedback and social media platforms in accordance with property, company, and brand guidelines.
  • Strong communication with other departments (e.g., Engineering, Housekeeping) as necessary to resolve guest calls, requests, or issues.
  • Responds to guest requests or feedback and takes action to address any and all Front Desk issues.
  • Ensures full compliance of Front Office standards, Emergency procedures and Guest satisfaction.
  • Trains and encourages staff to embody hotel culture and provide guests with the hotel’s story.
  • Recognizes and communicates to other departments any hotel VIPs and provides extra touches when warranted.
  • Provide local information for shopping, dining, nightlife, and recreational destinations.
  • Assists in the recruiting function for department including screening, interviewing, and hiring new employees.
  • Conducts Front Desk schedule per department budgeted productivity and ensures that all shifts are covered in the event of staff call-offs.
  • Conducts purchasing functions and manages controllable expenses per department budget
  • Responsible for ensuring guest credit is procured and all accounting procedures are followed by Front Office staff. Resolves guest credit issues and communicate effectively with the Accounting Department.
  • Respond to and resolve all guest inquiries and/or opportunities utilizing appropriate empowerment guidelines.
  • Ensures that the front office team receives all group resumes and group details as it relates to key department functions
  • Provides ongoing training and feedback to staff via monthly department meetings, performance reviews, and one-on-one sessions.
  • Serves as property MOD in the absence of senior leadership
  • Report accidents, injuries, and unsafe work conditions and take action as needed; complete safety training and certifications.
  • Ensure 2nd Effort log is updated and communicated effectively to Departments.
  • Assists in establishing and maintaining a working relationship with key contractors and vendors
  • Report any suspicious activity or unusual items in room.
  • Ensures Front Desk staff adheres to hotel grooming guidelines.
  • Report any irregular behavior from guests in public areas and or in room.
  • Ability to take initiative and handle assignments with limited supervision.
  • Responsible for ensuring that department adheres to all HR policies
  • Follow all hotel policies and procedures as outlined in the team member handbook.
  • Maintain cleanliness and order of work area.
  • Any other duties requested by management.

 

Hotel Performance

  • Ensure successful performance assisting guests with an exceptional experience.

 

Qualification Standards

 

Education & Experience

  • 2-year associates degree or higher preferred
  • Minimum 2 years Hotel Front Desk managerial experience
  • Excellent phone & customer service skills
  • Excellent communication skills, both verbal and written
  • Ability to use technology e.g. tablets, iPads

Physical Demands

  • Ability to sit or stand for extended periods of time
  • Ability to bend
  • Ability to lift, pull 40 lbs.
  • Ability to communicate clearly
  • Corrected vision to normal range
  • Ability to work long hours as needed

Mental Demands

  • Make sound judgments quickly
  • Work on multiple tasks, making appropriate progress towards deadlines
  • Able to work independently, take direction, and provide direction to others
  • Manage differing personalities within the office, the hotel, and the community
  • Maintain the highest degree of confidentiality
  • Ability to work effectively in stressful, high pressure situations
  • Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary

Career Information

Date Posted:
August 21, 2020

Career Category: