Assistant Front Office Manager

HOTEL VALUES: 

This description of responsibilities is intended to provide essential guidance to outline a minimum performance standard.

While this document describes the general nature and level of work being performed by people assigned to this job, we encourage and expect our team to always go above and beyond the minimum standards to show concern and care for the guests, co-workers, and managers. The hotel believes in a culture where team members help each other and work together in an environment where the most critical task is consistently providing exceptional service to guests.

As a result, this is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of people in this job.

• JOB DUTIES:

  • Assist the Front Office Manager in setting up the Front Office training tools, standards and procedures, and training plans as a guideline for the Front Office Operation.

  • To assist the Front Office Manager in supervising, organizing, directing, and coordinating the Front Office staff and activities.

  • Assist the Front Office Manager in evaluating levels of Guest satisfaction and monitoring trends, focusing on continuous improvement.

  • Ensure regular and VIP guests are recognized, that the Front Office department operates with a sales attitude, and that the hotel brand's loyalty scheme is promoted.

  • Conduct daily inspections and assist in maintaining proper protocols. 

  • Ensure that Front Office Agents perform their daily duties according to required standards.

  • Monitor the appearance, standards, and performance of the Front Office Team Members, emphasizing training and teamwork.

  • Ensure Team Members have current knowledge of hotel products, services, pricing, policies, and understanding of the local area and area.

  • Motivate and celebrate Team Member Success.

  • Maintain procedures for the security of guests, hotel property, and emergency procedures.

  • Analyze, generate reports, and communicate information to employees and appropriate departments.

  • Assist in achieving budgeted revenues and expenses and maximize room department profitability. Investigate deviations from the budget and take immediate corrective action.

  • Authorize accepting credit cards, cash paid-outs, and refunds based on established procedures.

  • Monitor and control guest’s credit status to ensure that payment is collectible and received on time. Perform regular follow-ups for pending payments to ensure that they are collected.

  • Know about hotel property, amenities, area attractions, and transportation.

  • Fulfill the Manager on Duty shifts if required.

  • Provide a professional image at all times through appearance and dress.

• JOB REQUIREMENTS:

  • Hilton OnQ experience is a plus

  • Previous experience in a similar position or at least one year of supervisory experience in a hotel

  • Scheduling flexibility

  • Strong organizational and communication skills

  • Strong computer skills

  • Excellent interpersonal skills

  • Ability to effectively multi-task and work under pressure

• The anticipated compensation range for the position for applicants working in NYC is $62,400k-  $65,000K annually. The annual salary offered to a successful candidate will depend on several factors, including but not limited to years of experience within the job, years of experience within the required industry, education, etc.