Front Desk Assistant Manager /Evening Manager

JOB DESCRIPTION - FRONT DESK ASSISTANT MANAGER

REPORTS TO: Front Desk Manager, Evening Manager & General Manager

JOB SUMMARY

The Front Desk Assistant Manager is responsible for all duties of a Front Desk Agent, plus supervisory and administrative responsibilities of staffing the Front Desk. This management position requires a minimum of 40 hours per week. The person in this position will cover two (2) evening shifts of the Evening Manager position on Sundays and Mondays. Must have excellent customer service skills and be able to communicate clearly with guests and staff. Primary functions include assisting the Front desk Manager with the daily operations, assisting with guest complaints, and representing the Hotel management in the best possible way.

DEPARTMENT COVERAGE

The Front Desk Manager will cover three (3) evening shifts at the Front Desk from 3 pm to 11 pm, and two (2) Evening Manager shifts from 4 pm to midnight. Available 7 days a week, including weekends and holidays.

WORK PERFORMED & ESSENTIAL FUNCTIONS/RESPONSIBILITIES

• Check guests in, ensuring proper credit is received, special requests are noted/fulfilled and accurate information is established.
• Uphold and maintain La Fonda guest service standards.
• Communicate with all departments regarding in-house guests, VIPs, and any special accommodation needs.
• Thoroughly complete all guest transactions; solicit guest feedback.
• Maintain up-to-date working knowledge of all hotel procedures, facilities, amenities, and scheduled events.
• Promote and sell special hotel programs, special rate packages, and upgrades when appropriate.
• Professionally interact with hotel staff, assisting other departments with necessary information.
• Be knowledgeable of all emergency procedures and hotel policies.
• Maintain a house bank and handle all checks and cash according to hotel policies and procedures.
• Communicate all pertinent information to the Front Desk Manager and Front Desk Agents.
• Follow set procedures on posting, charges, cashing checks, safe deposits, and refunds.
• Professionally answer the telephone and assist guests with any questions, or directions to the property. 
• Be familiar with local points of interest, and regular community events and have the ability to provide proper directions.
• Follow rate yield strategies set forth by the Director of Rooms
• Sort and distribute mail for retail shops and departments.
• Perform other duties as requested by a manager or supervisor.
• Keep all workspaces clean and organized.

REQUIREMENTS

• This position requires standing for the majority of the day, a high level of guest interaction, telephone duties, and computer operation.
• Must be able to communicate clearly and professionally with guests, tenants, and staff.
• May be required to walk the stairs and escort guests throughout the hotel.
• Must be careful and correct with all financial transactions, booking systems, and computer operations.
• Must meet schedule requirements assigned by the Front Desk Manager.

UNIFORM

Physical appearance must be neat and well-groomed at all times. Black or jean pants or skirts at knee level. Uniform shirt provided by hotel or approved solid color button down collared shirt: name tag, and jacket. Comfortable and professional shoes.