Assistant Front Office Manager

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Category Guest Services

Pay Range: $46,000 - $48,000 depending on experience

Must have full availability, including nights and weekends

SUMMARY

The Guest Service Manager primary responsibilities include assisting the Front Office Manager in successfully managing the Front Desk, Guest Services, Night Audit, PBX and Reservations areas.

• Maintains guest service as the driving philosophy of the operation
• Personally demonstrates a commitment to guest service in responding promptly to guests’ needs
• Committed to making every guest is satisfied
• Meets or exceeds guest satisfaction measures
• Ensures hotel standards and services contribute to the delivery of consistent guest service
• Implements and practices guest service initiatives and performs to Hotel Standards

• Direct daily activities at the Front Desk, Guest Services, Night Audit, and PBX
• Schedule according to the needs of the operation, ensuring proper coverage
• Provide training to all employees in all aspects of the operation
• Handles collection efforts of all in-house balances and notifies management of potential liabilities
• Balances all cash, check, credit card and ledger accounts through verification, shift reports and performs audit functions if assigned
• Monitors service scores and takes action on any deficiencies
• Ensure that staff properly maintains house banks
• Respond to all guest requests and concerns and follows through to assure satisfactory outcome and compliance
• Provide guidance and direction to shift supervisors and all employees
• Effectively communicate all pertinent information to all employees
• Assist the Front Office Manager in performing administrative tasks
• Serve as Manager-on-Duty during daily shift
• Comply with all standards and regulations to encourage safe and efficient hotel operations
• Attend regular stand-up and staff meetings
• Establish and maintain professional demeanor and standards of performance of all Front Office staff
• Maintain regular attendance in compliance with company policy
• Maintain high standards of personal appearance and grooming in accordance with company policy
• Approach all encounters with guests and employees in a friendly, service-oriented manner
• Other duties as required
• Utilize his/her leadership skills to effectively run Front Office daily operations which include, but not limited to: direct all activities in all areas of responsibility, provide training, coaching and counseling as well as progressive discipline, profit/financial control, resolve guest and employee issues and assuring guest satisfaction.

• Assist Front Office Manager in conducting monthly meetings
• Hold all employees accountable through coaching and counseling and progressive discipline
• Delegate responsibility effectively to Supervisors and employees
• Maintain and organize all work areas; order supplies as necessary

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High School diploma or equivalent, plus one year front desk/guest service supervisory experience.

• Ability to read and speak English and comprehend simple instructions, short correspondence, and memos
• Ability to effectively present information in one‑on‑one and small group situations to customers, clients, and other employees
• Ability to effectively communicate with employees, guests and supervisors for optimum operation of the property
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates,…