Assistant Front Office Manager

• Location 44050 Woodridge Parkway, Leesburg, VA, 20176, United States
• Employee Type Full Time - Exempt

Contact information

Description

The Assistant Front Office Manager is responsible for the daily quality and accuracy of the work produced by the Front Office Staff. The highest standards of operation relating to guest satisfaction are to be maintained through the Assistant Front Office Manager in the overall operations of the Front Office

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of:
• all hotel features/services, hours of operation.
• all room types, numbers, layout, decor, appointments and location.
• all room rates, special packages and promotions.
• daily house count and expected arrivals/departures.
• room availability status for any given day.
• scheduled in-house group activities, locations and times.
• all hotel and departmental policies and procedures.
• Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff is knowledgeable on such.
• Control all guest room allocations ensuring that reservations are accurately recorded and monitored to ensure optimum occupancy and revenue is achieved.
• Assist the Front Office Manager in hiring, coaching, terminating and scheduling in accordance with staffing guidelines and labor forecasts.
• Supervise the performance, attendance, attitudes, appearance and conduct of the staff.
• Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
• 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.
• Ensure that the procedures for guest check in and check out are maintained; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up within a reasonable time ensuring guest follow-up at all times.
• Assist staff with their job functions to ensure optimum service to guests.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
• Contracted banks
• Shortages/overages
• Late charges
• Petty cash/paid outs
• Adjustments
• Posting charges
• Making change for guests
• Cashing personal/travelers checks
• Payment methods/processing
• Settling accounts
• Closing reports
• Dropping receipts
• Securing banks
• Review previous night's no-shows, verify and ensure billing of such.
• Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
• Ensure that all VIPs are pre-registered according to standards. Monitor VIP arrivals; greet and escort them to their room.
• Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.

• All Associates are required to fully comply with hotel and departmental rules, regulations and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities. Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etc.
• Attend and participate in all hotel and/or departmental meetings, training sessions and other information meetings.
• Comply with hotel grooming standards for both uniformed and non-uniformed associates.
• Comply with hotel…