Assistant Front Office Manager

JOB OVERVIEW:

Responsible for the management of all aspects of the Front Desk functions, in accordance with resort standards. Directs, implements and maintains a service and management philosophy which serves as a guide to respective staff.

QUALIFICATIONS

Essential: 1. High school graduate or equivalent vocational training certificate, some college. 2. Previous experience in cashiering. 3. Previous experience as a Front Desk Supervisor, preferably a 5 star style resort. 4. Fluency in English both verbal and non-verbal. 5. Compute basic arithmetic. 6. Familiarity with yield management and cost controls. 7. Ability to: · perform job functions with attention to detail, speed and accuracy. · prioritize and organize. · be a clear thinker, remaining calm and resolving problems using good judgment. · follow directions thoroughly. · understand guest’s service needs. · work cohesively with co-workers as part of a team. · work with minimal supervision. · maintain confidentiality of guest information and pertinent resort data. · ascertain departmental training needs and provide such training. · direct performance of staff and follow up with corrections when needed. 8. Input and access information in the property management system/computers/point of sales system.

1. Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
2. Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
3. Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
4. Maintain positive guest relations at all times.
5. Resolve guest complaints, ensuring guest satisfaction.
6. Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
7. Maintain complete knowledge at all times of:
8. all resort features/services, hours of operation.
9. all room types, numbers, layout, decor, appointments and location.
10. all room rates, special packages and promotions.
11. daily house count and expected arrivals/departures.
12. room availability status for any given day.
13. scheduled in-house group activities, locations and times.
14. all resort and departmental policies and procedures.
15. Access all functions of the computer system.
16. Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
17. Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
18. Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
19. Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
20. Monitor revenues derived from telephone, garage and sundries. Track actuals against budget.
21. Monitor expenses (telephone, cost of sales, supplies, T/A commissions and labor). Track actuals against budget.
22. Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
23. Ensure that staff report to work as scheduled. Document any late or absent employees.
24. Coordinate breaks for staff.
25. Assign work duties to staff.
26. Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
27. Inspect grooming and attire of staff; rectify any deficiencies.
28. Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
29. Constantly monitor staff performance in all phases of service and job functions.; rectify any deficiencies with respective personnel to include Front Desk staff, Bell/Door staff, PBX staff, Reservations staff and Concierge staff.
30. Monitor the resort front entrance and resolve any congested situations.
31. Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
32. Monitor communication logs and ensure that guest requests are followed up within 15 minutes.
33. Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
34. Monitor guest mail and ensure that it is processed according to procedures.

     35. Monitor and ensure that express check-outs are processed through the system.

     36.Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.