Assistant Front Office Manager

The Front Office Supervisor is responsible for assisting the Front Desk Manager and/or General Manager while providing attentive courteous and efficient service to all guests prior to arrival and throughout their stay. He/she is also responsible for maximizing room revenue and occupancy.

GENERAL RESPONSIBILITIES:

· Provide the highest quality of service to the guests at all times.

· Meet and greet guests as well as ensure all hotel staff provides an air of gracious hospitality to all guests.

· Have a thorough knowledge of the property and community.

· Have a thorough knowledge of the room types and the differences between them.

· Manage meeting room and group sales.

· Coordinate and communicate all sales, group meetings and sleeping room information with Front Desk.

· Maximize unit room revenue through effective use of the sales menu options in the property management system.

· Work closely with the General Manager to ensure a proper balance and mix of rooms, and that rooms are sold to maximize rates. Monitor fluctuations and trends in volume of rooms sold to be used in short and long-term forecasting.

· Have a thorough working knowledge of the central reservation system.

· Ensure that all equipment is maintained in accordance with service standards and that outages are reported and resolved in a timely manner.

· Monitor communication between departments to ensure a positive flow of information in a timely manner.

· Maintain downtime procedures to ensure that no revenues are lost during equipment outages.

· Assist in promoting sales of property services to current and future guests.

· Develop point of purchase promotional material for local programs as needed.

· Verifies that accurate room status information is maintained and properly communicated.

· Resolves guest problems quickly, efficiently, and courteously.

· Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate staff.

· Receives information from the previous shift manger and passes on pertinent details to the oncoming manager.

· Upholds the hotel's commitment to hospitality.

· Prepares performance reports related to front office.

· Monitor high balance guest and take appropriate action.

· Ensure implementation of all hotel policies and house rules.

· Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.

· Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.

· Monitor all V.I.P 's special guests and requests.

· Maintain required pars of all front office and stationary supplies.

· Review daily front office work and activity reports generated by Night Audit.

· Review Front office log book and Guest feedback forms on a daily basis.

· Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.

· Wear proper attire at all times in accordance with the Company Dress Code.

· Other duties as assigned, of which the associate is capable of performing.

FINANCIAL RESPONSIBILITIES:

· Reviews and completes credit limit report.

· Works within the allocated budget for the front office.

· Checks cashiers in and out and verifies banks and deposits at the end of each shift.

· Enforces all cash-handling, check-cashing, and credit policies.

· Prepare revenue and occupancy forecasting.

· Ensure that associates comply with tip-reporting requirements.

· Input and reconcile invoices as directed by the Front Office Manager/General Manager.

· Supervise and reconcile cash controls for each shift in attendance.

· Input weekly payroll as required and properly store previous week time cards.

· Work full time desk shifts.

· Ensure that all credit policies are being followed and that the credit report is resolved daily.

· Have a thorough knowledge of Accounts Receivable ensuring that all outstanding invoices are settled.

· Process on a timely basis all Accounts Payable batches (Invoices, Petty Cash, and Checks).

· Track all cost accounts to determine if they are within budgeted guidelines. Review these accounts with the General Manager to ensure each department is controlling cost within the budget.

· Review PMS and Management Company daily report to ensure accuracy and accounting procedures are being followed at all times.

· Responsible for input, coding, and filing of invoices and new vendor set up.

LEADERSHIP & MANAGEMENT OF STAFF:

· Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guest’s managers and other employees.

· Show all pertinent videos relating to the hotel and their job specific area.

· Promote teamwork and associate morale.

· Analyze and resolve work problems or assist associates in solving work problems.

· Initiate or suggest plans to motivate associates to achieve work-related goals.

· Ensure adherence to the Guarantee of Fair Treatment Policy.

· Comply with all regulations and guidelines for Human Resource tasks.

· Assist in ensuring staff continues to learn importance of excellent service.

· Recommend or initiate personnel actions, such as promotions, transfers, discharges, and disciplinary measures.

· Coach and counsel associates to encourage positive behaviors and correct negative behaviors.

· Must properly document all company policy violations by any staff who you supervise as well as the documentation of any and all associate actions taken.

· Be knowledgeable of associate benefits, procedures, and administration. Ensure benefits are administered on a timely basis.

· Establish an effective communication and information system through logs, monthly meetings, coaching, and counseling.

· Review weekly staff schedules for front desk while balancing guest service and budgeted hours.

· Implement company policies and provide a safe working environment by ensuring compliance with safety programs and job safety analysis.

· Ensure labor staffing guidelines are followed.

· Must be thoroughly familiar with Employee Handbook and all policies and rules it contains.

· Must adhere to all work rules, procedures, and policies established by the company, including, but not limited to, those contained in the Employee Handbook, Safety Manual, and operating guides.

SAFETY & SECURITY RESPONSIBILITIES:

· Have a thorough knowledge of all emergency procedures.

· Train in job safety, fire safety, blood borne pathogens, and MSDS.

· Promote and administer the unit’s total loss prevention effort.

· Practice safety standards at all times and be alert to hazardous conditions. Report or correct any hazardous conditions immediately.

FOOD & BEVERAGE RESPONSIBILITIES:

· Responsible for guest satisfaction in terms of food and beverage, hospitality and service standards.

· Responsible for food and beverage inventory control system.

· Develop food and beverage purchase and production requirements based on daily inventories and order lead times.

· Establish and implement menus for special functions.

Job Type: Full-time

Pay: From $18.00 per hour

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Night shift
• Weekend availability

COVID-19 considerations:
All hotel guests and employees are required to wear a face mask.

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 3 years (Required)
• Hotel: 3 years (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Work Location: One location