Assistant Front Office Manager

Job Summary: The Assistant Front Office Manager is responsible or assisting the Front Office Manager with the daily operation of the front office. He/she supervises the day-to-day activities of all Guest Services, Concierge and Uniformed Services personnel, assists with guest complaints and represents management in the absence of the Guest Services Manager. 

Qualifications

Education & Experience: 

• Must have at least 1 year of leadership experience at Front Office with Full service with Full service Marriott Hotels. 
• A 4-year college degree and at least 1 year of related experience required 
• Supervisory experience required. Must be proficient in Windows 
• Company approved spreadsheets and word processing. 
• Must have a valid driver's license from the applicable state. 

Physical Requirements: 

• Long hours sometimes required.
• Light work -Exerting up to 20 pounds force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift. 

Mental Requirements:

• Must be able to convey information and ideas clearly. 
• Must be able to evaluate and select among alternative courses of action quickly and accurately. 
• Must routinely meet deadlines. 
• Must be able to multitask. 
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary. 
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the need. 
• Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers and guests. Must be able to work with and understand financial information and data, and basic arithmetic functions.

Duties & Functions

Essential:

• Approach all encounters with guests and employees in an attentive, friendly courteous and service-oriented manner.
• Maintain regular attendance in compliance with DoubleTree by Hilton standards, as required by scheduling which will vary according to the needs of the hotel. 
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working. 
• Always comply  with DoubleTree by Hilton standards and regulations to encourage safe and efficient hotel operations. 
• Always maintain a warm and friendly demeanor . 
• Employees must, always, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees. 
• Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk.
• Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Assist with development of employee morale and ensure training of Front Office personnel
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the PBX console and ensure that employees maintain AFP Management SOP’s in its use
• Greet and welcome all guests approaching the Front Desk in accordance with DoubleTree by Hilton Standards.
• Ensure implementation of all AFP Corporation policies and procedures.  Understand hospitality terms.
• Assist Front Desk Agents with check-ins and check-outs, confirm that all SOP’s are being followed properly.
• Assist and service Front Desk Agents in daily duties
• Train new employees, help to develop and implement training programs
• Maintain log of rooms in ‘out of order’ status
• Authorize and sing adjustments and paid outs over the limit
• Oversee discrepancy report and monitor follow-through
• Post updated information on 72 hours sheet and review with Guest Service Agents.
• Work closely with Housekeeping regarding daily room status
• Oversee Bell staff/Drivers in the absence of a Supervisor/Captain
• Confirm that all duties are completed by Front Desk Agents, Operators, Bell staff, and Drivers
• Operate radios efficiently and professionally in communicated with hotel staff.  Ensure the proper use of radio etiquette with the departments
• Maintain lobby and front desk presence during peak times and as needed
• Manage and organize large turn day (including group check-ins or check-outs)
• Monitor and support Hilton Honors
• Know the hotels rate tower and rate quoting standards.
• Maintain safety deposit boxes according to AFP Management SOP’s
• Monitor out-of-order, out-of-service, discrepant, and show rooms
• Manage sell-out opportunities; review arrivals report, check on rooms inventory, control guest relation according to AFP Management SOP’s
• Block special requests as needed; VIPs, special needs rooms, connecting, etc.
• Ensure that an accurate bucket check is completed nightly.
• Ensure correct and accurate cash handling at the Front Desk
• Assist with sign off of all Job Skills Training Checklist for Front Desk Agents
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner
• Be aware of all rates, packages and promotions currently underway
• Follow and enforce all AFP Management’s hotel credit policy.

Marginal:

• Monitor all V.I.P.'s, special guests and requests. 
• Review Front Office logbook and Guest Request log daily. 
• Oversee Supervisors complaint and request log
• Log all absenteeism and employee lateness
• Complete special projects in a timely manner as required by Front Office Manager or General Manager
• Monitor energy management, PBX, Pay-Tv consoles to ensure proper functioning of equipment.
• Block rooms for special groups.
• Participate in Room Inspection programs
• Attend meeting/training as required by management
• Perform other duties as required from management

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.