Assistant Front Desk Manager

Hotel Front Desk Manager

General Responsibilities:

Maintains a high quality of services offered to guests through the management of the functional areas of reservations, registration, bell services, telephone services and guest accounting so as to maximize room revenue at all times and maintain established standards and procedures of Shaner and/or franchise. Direct, implement and maintain a strong service and management philosophy which serves as a guide to respective staff

• Maintain a strong understanding of hotel amenities, local attractions, and events to provide insightful recommendations to guests.

Qualifications (Essential):

• High school graduate.

• Minimum 1-3 years of front office management experience in the hospitality industry.

• Ability to communicate in English with guests/visitors/vendors and hotel staff to their understanding.

• Ability to provide legible communication.

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

• Ability to write routine reports and correspondence.

• Ability to speak effectively before groups of customers or employees of organization.

• Ability to apply good judgment to carry out instructions.

• Ability to compute mathematical calculations.

• Familiarity with yield management and cost controls.

Skills:

• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.

• Ability to endure abundant physical movements in carrying out job duties.

• Ability to enforce hotel and brand standards, policies and procedures with staff.

• Ability to ensure security and confidentiality of pertinent hotel, guest and employee data.

• Ability to use business computer systems effectively.

• Ability to achieve and maintain required performance ratings.

• Ability to work flexible hours in a 24 x 7 operation.

Expectations:

• Be available to work a flexible schedule, including weekends, holidays, and varied shifts, as required to meet the needs of the Company's business operations.

• Assist with other Department's duties (Housekeeping, Food and Beverage, etc.) depending on operational needs. Maintain complete knowledge of and comply with all Shaner, franchise, and hotel/departmental policies and procedures.

• Maintain complete working knowledge of Night Audit procedures and provide training to employees as needed.

• Ensure all end of month reports are completed to standard.

• Maintain complete knowledge of hotel systems and operations.

• Hire, train and develop all hotel team members with the assistance of the Front Desk Manager.

• Ensure all house charges are adjusted weekly. Review for accuracy and legitimacy.

• Assist staff with expediting problem payments.

• Handle guest/employee complaints, accident reports, incident reports and investigate as directed by the General Manager in adherence with all hotel requirements.

• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.

• Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.

• Ensure that associates report to work as scheduled. Document any late or absent employees.

• Insure all required training is complete according to standards.

• Empower employees to take necessary steps to satisfy guest needs and make decisions.

• Assist in the review and adjustment of monthly Profit & Loss statements.

• Assist with monthly, quarterly, and yearly forecasting of revenue, expenses and occupancy with accuracy.

• Monitor associate interaction with guests and each other to ensure prompt and courteous service; resolve…