Assistant Front Office Manager

Hilton Knoxville

Location: US - TN - Knoxville

Dec 6, 2017
Director of Human Resources
Job Details

A Key Participant in the Mission to deliver service in a friendly, courteous and helpful manner, the AFOM assists the Front Office Manager in managing all facets of the Front Office, most notably front desk/ reception, cashier, night audit transportation/van service, continental breakfast service, sundry shop and bell services to ensure guest satisfaction and maximize hotel profitability. The AFOM is often hands-on in these areas and may cover shifts at the Front Desk

  • Assist in overseeing the day-to-day operations of the front desk and associated functions, scheduling staff. Ensure adherence to established procedures for all related activities by all guest service agents, hosts.
  • Oversee and participate in guest registration and check out.
  • Analyze Front Office reports; investigate previous night’s production, rates, and issues. Prepare for the day’s arrivals and events.
  • Analyze and generate reports and communicate information to employees and appropriate departments.
  • Assist in the assembly, tracking and interpretation of financial and operational plans for the Front Office department, to include the annual hotel budget.
  • Assist in achieving budgeted revenues and expenses and maximize profitability related to the rooms department. Investigate deviations from budget and take immediate corrective action.
  • Carry out activities (night audit review, setting up group billing, making forecasts, controlling and placing orders for supplies, cross departmental communication) required for smooth functioning of the Front Office.
  • Maintain correct procedures for hotel accounting, credit control and handling of financial transactions.
  • Maintain personal contact with customers (both internal and external).
  • Have Knowledge of hotel property, amenities, area attractions and transportation.
  • Ensure proper care, maintenance and security of departmental furnishings, fixtures and equipment.
  • Maintain procedures for security of guest, hotel property and emergency procedures.
  • Follow company policies and procedures and effectively communicate them to subordinates.
  • Monitor and maintain procedures for safety of personnel including review of Emergency Procedure manuals and continuously retrain personnel for safety procedures.
  • Champion the Virtuous Cycle
  • Assist in reviewing Personnel performance and assist in career development.
  • Motivate and celebrate Team Member Success
  • Aggressively recruit and staff department, using company-hiring standards (i.e. behavioral questioning, reference checks, evaluations and team interviews).
  • Conduct training classes regarding safety, security, department procedures and service guidelines.
  • Conduct daily departmental NETMAs.
  • Champion the use of HOSTä - PM Hotel Group’s Signature Service Program for delivering aggressive hospitality to our guests and to our internal customers. Respond quickly to guest requests or complaints in a friendly manner and insures that appropriate action is taken.  Follow up to ensure guest satisfaction.
  • Ensure hotel is in compliance with all federal, state and local laws, including EEOC and Wage Hour laws.
  • Fulfill Manager on Duty shifts if required.
  • Provide a professional image at all times through appearance and dress.
  • Other duties as assigned by management
Additional Details
Applicants who do not already have legal permission to work in the United States will not be considered.
Discount Hotel, Medical, Dental, Vision, 401K, STD, LTD, GTL
Customer Service