Front Office Assistant Manager

Job Description

Position : Front Office Assistant Manager

Department : Hotel Operations

Job Summary :

Assists with management of the front desk operations and guest services, including coordination of team members, equipment, room inventory, budget, and sales opportunities. Maintains a balance between delivery of hospitality and service and promotion of the profit centers.

Duties and Responsibilities (specific areas of responsibility include but are not limited to) :

• Assists with management of the day-to-day activities of the hotel front office and guest services, such as concierge, transportation, and luggage services.
• Assists with monitoring the usage of rooms to achieve maximum room occupancy through use of a wait list, upgrades, and management decisions; makes reservations, when necessary.
• Maintains appropriate staffing levels; assists with preparation of work schedules as well as delegating work and making station assignments.
• Resolves guest and team member complaints in a pleasant and level-headed manner.
• Exhibits excellent team leadership / development and collaborating ability while working with department team members and other staff.
• Conveys feelings of warmth, caring, safety, and efficiency to each guest and ensures that all team members do too.
• Supervises and develops direct reports by mentoring, coaching, and providing performance feedback; works collaboratively with them to design professional development plans that support their continuous learning.
• Interviews, recommends hires, writes, and issues performance appraisals, resolves problems, provides open communication, and recommends corrective action and / or termination, when appropriate.
• Develops and conducts staff training programs; ensures all team members receive on-going training.
• Develops the talents and skills of team members as measured by guest satisfaction, team member satisfaction, and successful team member advancement.
• Develops a 'team" atmosphere with team members and takes a pro-active leadership role.
• Holds regularly scheduled staff meetings.
• Recommends and implements techniques to improve productivity, reduce costs, and improve guest service.
• Assists with communications and coordinating the flow of information between areas, such as Registration, Guest Services, and Accounting.
• Drafts and implements policies and procedures; informs team members of changes.
• Prepares and distributes a variety of reports ranging from financial to staffing.
• Oversees or performs purchasing related functions, including inventory control and reconciliation of the budget.
• Assists with the development of short and long-term strategic planning.
• Confers with supervisor to review achievements and discuss needed changes in goals or objectives resulting from current or projected future status or conditions.
• Maintains a safe, clean, and comfortable environment at all times.
• Maintains constant awareness of services, promotions, and events offered by the Gaming Enterprise Division (GED) to inform guests.
• Acts as a goodwill ambassador for the GED both inside and outside of the workplace.
• Performs other job-related duties as assigned.

Knowledge, Skills, and Abilities :

Minimum Qualifications :

Preferred Qualifications :