Assistant Front Office Manager

Essential Functions:

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  Responsible for the operational side of Front Office.
• Ensuring that all staff know procedures and standards required within their sections and keeping workstations tidy at all times.
• Blocking guests' rooms prior to guest arrival.
• Monitor and maintain all guest check-ins.
• Proper channeling of all guest complaints received, according to hotel procedures and strict liaison with Front Office Manger with regard to these complaints.
• Daily review of in-house accounts.
• Ensuring a daily bucket check is done.
• Immediate follow-up of any accounting/guest bill problems.
• Ensure concierge department is fully staffed and guest requests are handled properly.
• Work closely with Housekeeping, Engineering, Catering and Sales to assure groups and special functions are handled smoothly.
• Daily review of audit packs.
• Train staff and ensure that proper direct bill and credit card procedures are in place and being followed.
• Monitor posting of guest charges and approve all adjustments to minimize lost revenue (Revenue daily packs).
• Ensure that the proper cash handling policies are in place and being followed.
• Assist FOM in training and monitoring staff on hotel and/or brand standards for guest services.
• Assist FOM in ordering and maintaining Front Office supplies and equipment according to and within budget.
• Assist FOM in maintaining and reporting problems with Front Office POS.
• Establish effective front office communications and information system through logs, department meetings, and coaching and counseling. Set clear standards for employees and communicate all goals and results.
• Assist the General Manager in resolving guest complaints concerning the Front Office.
• Assist FOM in hiring, training, counseling, and motivating department personnel, payroll administration for department personnel, and conducting all department personnel performance appraisals.
• Adhere to all work rules, procedures and policies established by the hotel, including, but not limited to, those contained in the employee handbook.

Education and Experience:

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  Solid experience in Front Office including Front Desk, Night Audit, PBX, Reservations and Concierge.

Skills and Abilities:

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  Clear, concise written and verbal communication skills.
• Strong customer service orientation and skills.
• Superior interpersonal skills. Ability to get along with diverse personalities, tactful and flexible.
• Excellent listening skills
• Ability to stand for a long period of time.
• Ability to work in a fast paced environment.
• Ability to maintain control and composure in difficult situations and exhibit good judgement.