Asst. Front Office Manager

To coordinate front office activities of hotel or motel and resolve problems arising from guests complaints, reservation and room assignment activities, and unusual requests and inquiries; to maintain a high quality of services offered to guests through management of the functional areas of reservations, guest registration, bell services, telephone services and guest accounting so as to maintain established operational standards and maximize profits of the hotel. Concierge services and garage services may also report to this position.

Essential Responsibilities:

1. Assigns duties to workers and observes performances to ensure adherence to hotel policies and established operating procedures.
2. Confers and cooperates with other managerial staff to ensure coordination of hotel activities.
3. Answers inquiries pertaining to hotel policies and services.
4. Greets important guests.
5. Arranges for private telephone line and other special services.
6. May patrol public rooms, investigate disturbances, and warn troublemakers.
7. May interview and hire applicants.
8. May coach/counsel and discipline employees if necessary.
9. May receive and process advance registration payments.
10. May send out letters of confirmation or return checks when registration cannot be accepted.
11. Maintains standards of guest service quality.
12. Contributes to the profitability and guest satisfaction perception of other hotel departments.
13. Assists in developing short term and long term operational plans for the guest service department, which relate to the overall objectives of the hotel.
14. Increases level of guest satisfaction by deliver of an improved product through employee development, job engineering, and quality image.
15. Manages in compliance with local, state, and federal laws and regulations.
16. Assists in managing the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.
17. Maintains procedures for credit control and handling of financial transactions.
18. Maintains procedures for security of monies, guest security and emergency procedures.
19. Receives departmental related guest complaints and ensures corrective action is taken.
20. Maintains weekly/daily hotel inspection log.
21. Responsible for training of the Guest Services Staff.
22. All other duties as assigned by a manager or supervisor.

Skills and Abilities:

Read and interpret business records and statistical reports.
Use mathematical skills to interpret financial information and prepare budgets.
Analyze and interpret policies established by administrators.
Understand the government regulations covering business operations.
Make business decisions based on production reports and similar facts.
Make business decisions based on your own experience and personal opinion.
See differences in widths and lengths of lines such as those on graphs.
Deal with the general public, customers, employees, union and government officials with tact and courtesy.
Plan and organize the work of others.
Change activity frequently and cope with interruptions.
Speak and write clearly.
Accept the full responsibility for managing an activity.