Assistant Front Office Manager

Overview / Basic Function

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

• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
• Ensure that standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment; use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and at any 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 of all hotel features/services, hours of operation; all room types, numbers, layouts, decor, appointments and locations; all room rates, special packages and promotions; daily house counts and expected arrivals/departures/VIPs; room availability status; scheduled in‑house group activities, locations and times; all hotel and departmental policies and procedures.
• Access all functions of the computer system.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Establish par levels for supplies and equipment; complete requisitions to replenish shortages or additional items needed for 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.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
• Ensure that staff report to work as scheduled; document any late or absent employees.
• Coordinate breaks for staff.
• Assign work duties to staff.
• Conduct pre‑shift meetings with staff and review all information pertinent to the day's business.
• Inspect grooming and attire of staff; rectify any deficiencies.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with personnel, including Front Desk, Bell/Door, PBX and Concierge staff.
• Monitor the hotel front entrance and resolve any congested situations.
• Monitor the check‑in/check‑out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process guests expediently.
• Monitor communication logs and ensure that guest requests are followed up within minutes.
• Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
• Monitor guest mail and ensure that it is processed according to procedures.
• Monitor and ensure that express check‑outs are processed through the system.
• Monitor staff's interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist staff with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Ensure security of guest room access.
• 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
  • Cashier reports
  • Balancing receipts
  • 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.
• Assist staff with expediting problem payments.
• Anticipate sold‑out…