Assistant Front Office Manager

                        Assistant Front Office Manager

DEPARTMENT:       Front Office

DIRECT REPORT: Director of Front Office

FUNCTION:

Assist the Director of the Front Office to oversee all Front Office Operations to ensure profitability, control costs, ensure quality service standards, and to guarantee total guest satisfaction.

RESPONSIBILITIES:

Ensures complete guest satisfaction. Treats guests in a friendly and helpful manner.

Achieves financial goals.

Manage and motivate all front office personnel with daily supervision to include staffing, training, discipline, scheduling, and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction.

Process and approve timecards in ADP payroll system.

Checks and controls room reservations, front office systems, supplies inventory, scheduling, forecasting, and department budget to maximize revenue.

Communicate with guests and employees both verbally and in writing to answer questions and provide clear directions in advising and instructing staff in details of work. Organize, conduct, and/or attend meetings to obtain and disseminate pertinent information.

Organize and conduct pre-shift and departmental meetings to disseminate pertinent daily information. Attend other hotel meetings as deemed necessary.

Investigate guest complaints.

Participates and/or steers the hotel Safety Committee.

Ensures that Quality Standards and Services are maintained for Property, Product, and People.

Manages Guest Service Relations, Training, and Guest Response processes.

Communicates daily with Director of Front Office and employees to ensure proper operating procedures comply.

Must be able to work all shifts.

Assists in check-in / check-outof guests or any related guest service activity.

Perform room inspections which require bending, stooping, reaching overhead, and moving throughout guest floors.

Ensures Security for the hotel’s customers, employees, and property assets.

Remains current on business trends and local activities.

Enforces established policies and procedures for WinStar World Hotel and the hotel’s brand.

Participates and ensures smooth operation of Manager on Duty (MOD)

Assists in conducting the departmental operational audits and assists in developing corrective action plans.

Practices the WinStar World Hotel Culture and ensures all cultural expectations are implemented and regularly practiced throughout the hotel.

Supports hotel’s training needs and efforts.

Responsible for performing “other duties” as assigned by management.

REQUIREMENTS:

• 2 years supervisory experience in hospitality.
• Excellent written & verbal communication.
• Must speak, read, and write English.
• Must understand and maintain confidentiality in all circumstances.
• Strong analytical, problem solving & organizational skills.
• Ability to multitask in fast paced demanding environment.
• Microsoft Office skills required.
• Able to meet deadlines.

GROOMING/UNIFORMS: 

All employees must maintain a neat, clean, and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.

LICENSES OR CERTIFICATES:

• Ability to obtain any certifications, licenses or permits that may be required by law or company Regulations.

TECHNICAL SKILLS & ABILITIES:

Must have thorough knowledge of all operating departments including rooms, front office, housekeeping, engineering, accounting, sales, food, and beverage for limited-service hotel operations.

Must have considerable knowledge of computer systems for guest registration, reservations, reporting etc.

Must have above average financial comprehension to understand and interpret numbers as they apply to operations in hotels.

Must have thorough supervisory skills proficient in accomplishing the task.

Must have the ability to develop subordinates to enhance advancement in the hotel and throughout the organization.

Must have the ability to effectively deal with internal and external customers, some of whom will require elevated levels of patience, tact, and diplomacy to defuse anger, and resolve conflicts.

Must be trained in CPR Certification and/or First Aid Training preferred.

PHYSICAL, MENTAL & ENVIRONMENTAL DEMANDS:      

• Physically mobile with reasonable accommodation.
• Must be able to lift and carry upwards to twenty-five pounds.
• Must be able to bend, reach, kneel, twist and grip items while working at assigned desk area.
• Manual dexterity and coordination to operate office equipment, including ten key adding machines, personal computers, fax machines, and photo copiers.
• Read, write, speak, and understand English.
• Operate in mentally and physically stressful situations.
• Respond to visual and aural cues.
• Work in cold & hot temperatures
• Possibly be exposed to secondhand smoke.

SAFETY REQUIREMENTS: 

Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The hotel will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged, or lost PPE, or equipment that does not fit properly, to your manager.

NOTICE: 

Standing, bending, stooping, and lifting weights up to and including 25 lbs. may be required. The hospitality business functions seven (7) days a week, twenty-four hours a day. In addition, this is a hospitality business, and a hospitable service atmosphere must always be projected.