Assistant Front Office Manager

Full-Time

Assist with day-to-day Guest Services and Front Desk operations.  Ensuring all staff are properly trained and adhering to service standards and ensuring information is communicated to operations staff in timely and effective manner to ensure guest satisfaction. Serve as point of contact for all other departments needing to relay information to the front office. Act as manager on duty when required.

ESSENTIAL DUTIES & FUNCTIONS

• Operational Responsibilities
  • Have a strong presence at the Front Desk, assisting during peak business periods
  • Monitor Front Desk and Guest Services operations to ensure highest quality of guest relations.
  • Ensure that all guest charges have been balanced, and all appropriate reports have been run
  • Assist Front Desk Clerks with guest ins and outs
  • Ensure all rooms and guests are assigned and keys are made.
  • Accept other special duties as required by management.
  • Responsible for assisting in supervision and performance of all Front Office-related operations and personnel
  • Ensure the quality of the environment is clean and up to standards
  • Update information in the computer system as needed
  • Follow checklist for required duties and timeliness
  • Cashier functions and handling of cash.  Oversee discrepancy report and monitor follow-through.
  • Maintain and promote special guest programs.
  • Record all guest request items and deficiencies into the appropriate tracking system.
  • Be familiar with POS (Tabit) and PMS system ( Stay n touch) to be able to trouble shoot any issues.
  • Prepare group information sheets.
  • Maintain log of rooms in out of order status.
  • Complete check-out with balance report.
  • Complete credit check daily.
  • Block rooms for special groups.
  • Participate in room inspection programs.

• Managerial Responsibilities
  • Manage and provide leadership to the Front desk clerks, supervisors and valet associates.
  • Maintain integrity of cost controls and proper maintenance of assets.
  • Work with the Front Office Manager to monitor Front Office quality and costs.
  • Ensure timely and accurate reporting of daily operating results and statistical information as related to revenue and expenses.
  • Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.
  • Must have the ability to assimilate complex information, data, etc. from disparate sources and consider adjust, or modify to meet the constraints of the needs.
  • Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
  • Must be able to work with and understand financial information and data, and basic arithmetic functions.
  • Complete rate discrepancy report and make needed changes.
  • Block/assign applicable arrivals for the following day, i.e. V.I.P.'s, ESP's, Special Requests, etc.
  • Work closely with housekeeping with daily room status
  • Confirm all daily duties are completed by Front Desk Agents and Valet staff.
  • Perform accurate market code and rate posting check at night.
  • Balance and prepare individual paperwork at closing of shift.
  • Assist accounting department with research and guest folio issues.
  • Review cover sheet and resume of groups to assure pertinent information is available to front office.
  • Ensure all work and storage areas are always clean and organized. Ensure supply inventories are taken to prevent any stock-outs
  • Handle special projects and reports in a timely and consistent manner
  • Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
  • Maintain regular attendance in compliance with the Hotel Standards, as required by scheduling which will vary according to the needs of the hotel.
  • Confirm that all Standard Operating Procedures (SOPs) are being followed
• Guest Services
  • Trouble shoot basic maintenance concerns/ requests by guests
  • Prepare for all guest requests
  • Maintain quality control of service to be five-diamond
  • Handle guest situations with problem solving
  • Responsible for dealing with guest issues in a professional manner.
  • Oversee guest messages report and ensure delivery of messages is completed in a timely manner.
  • Answer questions and offer information and assistance
  • Communicate with other departments to fulfill guests’ needs
  • Maintain an up-to-date knowledge of the surrounding attractions, restaurants, and all concierge services.
  • Be aware of all daily meeting/events and their locations.
  • May need to assist with parking/ retrieving guest vehicles
  • Interact with other departments to ensure that guest needs are satisfied.
  • Speak with guests in a friendly, warm manner, making them feel welcome to the hotel.
  • To proactively work to seek out ways in which to improve the hotel experience for our guests

• Team Support and Training
  • Relentlessly train and motivate employees in customer service.
  • Manager overall operation of Front Desk: Including disciplinary action, hiring, and development.
  • Continued training in all areas with all employees.
  • Assist and supervise Front Desk Agents with daily duties.
  • Contribute positively to the team within the department
  • Coach team with training topics and rehearsals
  • Participating in on-going training
  • Participate in mandatory meetings (i.e. Department and Manager Staff meetings)

• Communication and Reporting
  • Maintain regular attendance in compliance with Valencia Hotel Group (and its affiliates) standards as required by scheduling which will vary dependent upon the hotel’s needs
  • Follow up with guests to see that problems are resolved.
  • Complete thorough pass-on emails and verbal pass-ons at the beginning/end of your shift.
  • Send out end of shift reports to the appropriate managers/ corporate accounting 
  • Communicate with all department managers on continuing basis. Especially the communication with Night Audit each evening/morning.

• Safety & Compliance
  • Have a thorough understanding of hotel fire alarm and other emergencies procedures
  • Comply with Valencia Hotel Group (and its affiliates) standards and regulations to encourage safe and efficient hotel operations.
  • Respond to emergency situations calmly and effectively, per hotel guidelines.
  • Responsible for responding to emergencies and notifying senior management of any major incidents.
  • Handle confrontations with guests in a professional manner without the use of physical force.
  • Complete property walks during shift to ensure all safety protocols are met.
  • Always comply with Hotel Valencia Standards and regulations to encourage safe and efficient hotel operations.
  • Coordinate maintenance and repair of front office equipment, computer, printer, telephone, etc.

ESSENTIAL SKILLS AND QUALIFICATIONS

• Strong verbal and written communication skills
• Effective time management and problem-solving skills
• Proficiency in Stay N Touch PMS system is a plus
• Ability to work well with a team and demonstrate attention to detail
• Must work well in stressful, high-pressure situations.
• Must maintain composure and objectivity under pressure.
• Excellent organizational skills and interpersonal abilities

Physical Requirements

• Standing/Walking: Constantly: At front desk on tile or carpet.
• Crouching (bend at knees): Frequently. When getting supplies from cabinets, picking things up from the floor, and loading the computer printer with paper.
• Stooping (bend at waist): Constantly. Getting keys, supplies, and doing paperwork on the front desk.
• Twisting (knees/waist/neck): Constantly. When working with several people at once; watching for guests; retrieving material.
• Reaching (overhead/extension): Constantly. Passing materials to guests over the front desk counter.
• Handling/Grasping: Constantly. Handling telephones, folios, files, fares, supplies, keyboards, grasping pens, telephones, and credit card.
• Pushing/Pulling: Average weight frequently 5 lbs. Maximum weight occasionally 20 lbs.
• Lifting/Carrying: Average weight frequently 5 lbs. Maximum weight occasionally 20 lbs.

Working Environment

• Interior of hotel in all areas of hotel. Exposure to hot and cold temperatures
• Non-climate-controlled Office
• Exterior of hotel with exposure to weather conditions
• Exposure to various hazardous chemicals

BASICS

• Maintain cleanliness and organization in all work areas
• Display courteous behavior with guests and team members
• Report any unsafe conditions immediately
• Ensure hotel equipment is in proper working condition
• Perform any additional duties assigned by the supervisor
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working

CANDIDATE PROFILE

Education and Experience

• High school or equivalent education required.
• Minimum 1 year in the hospitality industry
• Minimum 1 year in a hotel leadership position
• Housekeeping or Front Office experience preferred
• Communicate effectively with others
• Works productively with a team
• Effective multitasking skills
• Professional behavior, able to work for long periods of time
• Composure and patience under pressure in a fast-paced environment
• Skilled in working with multiple computer programs and files