What are the responsibilities and job description for the Assistant Front Office Manager position at Hilton Garden Inn Historic District?
The Assistant Front Office Manager is a member of the property Management Team. This role is responsible for assisting in the overall management of Front Office Operations, including coaching to the Front Office staff, responding to guest needs and upholding the Guest Service Principles in all matters.
Essential Functions:
- Assist in the management of all Front Office operations to include, but not limited to: guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
- Assist in monitoring and developing team member performance to include, but not limited to, providing supervision, conducting counseling and evaluations and delivering recognition and reward
- Recruit, interview and train team members
- Assist in monitoring and assessing service and satisfaction trends, address issues and make improvements accordingly
- Oversee the VIP guest process including, but not limited to, reviewing VIP reservations and ensuring smooth check-in/check-out
- Assist with up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
- Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies, and knowledge of the local area and events
Supervisory Responsibility:
May manage employees of the department and is responsible for the performance management and hiring of employees within the department as required.
Work Environment: Professional work environment, which requires frequent collaboration and interaction with multiple departments as well as with guests and external vendors.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:
- Specific vision abilities required by this job include close vision, depth perception and ability to adjust focus. While performing the duties of this job, the employee is regularly required to talk and hear. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds, as well as to reach and bend. Must be able to stand or walk for 8 hours.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Requirements:
- High School diploma or equivalent
- 3-5 years’ guest services experience or equivalent
Core Competencies: All North Point Hospitality employees are expected to exhibit the following behaviors in performing their job duties:
- Professionalism
- Ability to delight internal and external customers by anticipating needs and responding in a timely, friendly, helpful manner
- Consistently caring and respectful attitude toward others
- Act as gracious host to all property guests, vendors, and candidates for employment
Core Manager Competencies: North Point Hospitality Managers are expected to exhibit the following behaviors in the execution of their job duties:
- Act with Managerial Courage
- Anticipate and address department needs
- Build an effective team
- Communicate effectively
