Assistant Front Office Manager

BENEFITS:

• Health, Dental & Vision Insurance
• Voluntary Benefits including Accident, Critical Illness, Hospital Indemnity, Supplemental Life
• 401K Retirement Benefits with 4% match and immediate 100% vesting.
• Vacation Pay
• Paid Sick Time
• Holiday pay
• Wellness Programs
• Travel reduction program (TRP)
• Meal Credit
• Meal Discounts
• Recognition Programs
• Safety Shoes Discount
• Team Member Hotel Discounts

JOB FUNCTIONS:

• Maintain complete knowledge at all times of:
  • All hotel features/services, hours of operation.
  • Daily housecount and expected arrivals/departures.
  • Scheduled in-house group activities, locations and times.
• Check office storage areas for proper supplies, organization and cleanliness. Instruct designated personnel to rectify any cleanliness/organization deficiencies
• Front Desk, Bell Desk, Bell Closet, Reservations and PBX.
• Maintain supply levels and equipment within the Front Office.
• Requisitions to replenish shortages or additional items that are needed.
• Review daily business levels, anticipate critical situations and plan effective solution for those situations.
• Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts. Submit to Front Office Manager for final approval.
• Ensure that Team Members report to work as scheduled. Document any late or absent Team Members.
• Coordinate breaks for Team Members and assist in coverage if needed.
• Conduct pre-shift (huddle) meeting with Team Members and review all information pertinent to the day's business.
• Inspect grooming and attire of Team Members to ensure that all are in proper uniform; rectify any deficiencies.
• Tour hotel often looking for safety hazards and rectify any deficiencies.
• Monitor Team Members interactions with Guests and fellow Team Members ensuring prompt and courteous service; resolve any discrepancies with Team Members.
• Review Front Desk log books daily, ensuring information is kept current and accurate.
• Maintain relationships with competitive properties.
• Assist with payroll reconciliation daily.
• Conduct interviews on all prospective applicants.
• Conduct and/or monitor regular department meetings.
• Provide feedback to Team Members on their performance. Handle disciplinary problems and counsel Team Members according to hotel standards.
• Prepare and conduct Team Member performance reviews.
• Ensure that progressive discipline procedures are being followed; ensure that the appropriate documentation has been forwarded to the Human Resources Dept.
• Coordinate Team Member requests within the Front Office Department; ensuring authorized approvals and routing on Leave of Absence, vacation, days Off Requests.
• Preserve good Guest relations and handle Guest problems in an effective and efficient manner.
• Attend designated hotel meetings.
• Document pertinent information in departmental log book.
• Monitor guest response log daily.
• Maintain complete knowledge at all times of:
  • Front Desk procedures (i.e. check-ins/outs, cash handling, daily reports)
  • Reservations procedures (i.e. making a reservation, group information, Central Reservations operations).
  • PBX procedures (i.e. how to answer the switchboard, paging system, van radio & maintenance).
  • Bellman procedures.
  • Security
  • Night Audit procedures (i.e. how to balance the hotel's daily work).
• Complete accident/incident reports and distribute to appropriate departments.
• Ensure emergency procedures are followed - fire, theft, medical & disturbance.
• Sign off on all Front Office Team Members daily audits to ensure accuracy.
• Witness Front Office Team Members daily cash drops in the drop safe room.
• Maintain complete knowledge at all times of the hotel's credit card system (Monies in the bank).
• Maintain knowledge of all front office equipment.
• Provide follow-up on guest complaints from letters, comment cards.
• Provide continual training to all Front Office Team Members.
• Develop and implement Team Member incentive programs.
• Work with Accounting on billing inquiries (i.e. disputed charges, adjustments of disputed charges).
• Ensure the return of packages/faxes/mail for guests that have departed the hotel.
• Assist the Director of Front Office in completing Month End-Reports. This includes generating statistical reports, analyzing and reviewing data, and compiling all reports into a presentation packet.
• Maintain and update the M.O.D. daily shift report. Ensure that shift report is secured in file or binder.
• Be familiar with other department basis in order to assist as needed.
• Handle all M.O.D. duties. (i.e. reports, property tours, and welcome V.I.P. guests).
• Handle all guest “walk” situations.

REQUIRED SKILLS/ABILITIES:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service.
• Familiarity with local area with the ability to provide directions and maps to local attractions and destinations.
• Proficient with Microsoft Office Suite or related software.

EDUCATION AND EXPERIENCE:

• High school diploma or equivalency required.
• At least one year of experience with the hotel required.
• Previous hotel Manager on Duty/Front Office experience a plus.
• Cash handling/Accounting.

DoubleTree Suites Phoenix is an Equal Opportunity Employer.  All qualified applicants and employees will receive consideration for employment without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. If you need accommodation for any part of the application process because of a medical condition or disability, please send an email to Claudia.flores@doubletreephoenix.com or call (602)683-9422 to let us know the nature of your request.