Rooms - Assistant Front Office Manager

SKILLS AND QUALIFICATIONS:

• 3-5 years Rooms Division Management level experience in a four/five star service environment.
• Complete understanding of both Front of House and Back of House operations within the Rooms Division.
• Ability to communicate in English with guests/visitors, management, and co-workers clearly and to their understanding.
• Ability to provide clear and concise written communication.
• Creative thinker with the ability to initiate programs on own.
• Experience with PMS Systems and computer programs Excel and Word.
• Valid drivers license.

• College graduate.
• Knowledge of our Property Management System (SMS).
• Experience in a Spa Management system.
• Multi-lingual.

• 1) Ability to further develop, implement and
  • enforce hotel standards, policies, and procedures with Front Desk, PBX, concierge, and Bell staff.
• 2) Ability to motivate staff and maintain a cohesive team.
• 3) Ability to focus attention to detail and cultivate that in others.
• 4) Ability to maintain calm and resolve problems in a busy environment.
• 5) Ability to maintain discretion and confidentiality of all guests and pertinent hotel information.
• 6) Ability to work without direct supervision and think freely to develop own ideas.
• 7) Ability to work cohesively with other individuals and departments as part of a team.
• 8) Ability to hire, train, nurture, and develop staff.
• 9) Ability to communicate clearly and effectively.
• 10) Ability to prioritize work tasks and delegate as needed.
• 11) Maintain complete knowledge at all times of:
  • All hotel features/services, hours of operation.
  • All room types, numbers, layout, décor, appointments and location.
  • All room rates, special packages and promotions.
  • Daily house count and expected arrivals/departures.
  • Room availability status for any given day.
  • Scheduled in-house group activities, locations and times.
  • All hotel and departmental policies and procedures.

• Access all function of computer system according to established procedures and standards.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Check Front Desk and storage areas for proper supplies, organization and cleanliness. Instruct designated personnel to rectify any cleanliness/organization deficiencies.
• Monitor and ensure that Front Desk and lobby areas are kept clean and organized at all times.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.
• Ensure that staff report to work as scheduled. Document any late or absent employees.

• Coordinate breaks for staff.
• Assign work duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations which compromise the department’s standards and delegate these tasks.
• Inspect grooming and attire of staff, rectify any deficiencies.
• Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel to include Front Desk staff, PBX staff, and Concierge staff.
• Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up within 20 minutes. Check for repetitive problems and follow through on any unresolved requests.
• Monitor the staffs’ interaction with guests, ensuring prompt and courteous service, resolve discrepancies with respective personnel.
• Assist staff with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Promote positive guest relations at all times.
• Monitor and handle guest complaints by following the six step procedures and ensuring guest satisfaction.
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
  • Contracted banks
  • Shortages/overages
  • c) Late charges
  • Petty cash/paid outs
  • Adjustments
  • Posting charges
  • Making change for guests
  • Cashing personal/travelers checks
  • Payment methods/processing
  • Settling accounts
  • Closing reports
  • Cashier reports
  • Balancing receipts
  • Dropping receipts
  • o) Securing banks
• Review previous night’s no-shows, verify and ensure billing of such.
• Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
• Assist staff with expediting problem payments.
• Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
• Make sure Front Desk is printing credit check report and reviewing status of each account. Follow up on accounts beyond approved credit limits.
• Review resumes for arriving groups; organize and coordinate master accounts and check-in/pre-registration procedures.
• Coordinate delivery time of amenities with Room Service, ensuring timely delivery.
• Review requests for late check-outs and approve according to occupancy. Communicate such to Housekeeping.
• Print report on discrepant rooms, research discrepancies and enter current status accordingly.
• Ensure all closing duties for staff are completed before staff sign out.
• Conduct weekly formal training programs on the required job functions with criterion expected and department orientation with new hires. Conduct ongoing training with existing staff.
• Provide feedback to staff on their performance. Handle disciplinary problems and counsel employees according to hotel standards.
• Foster and promote a cooperative working climate, maximizing productivity and employee morale.
• Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs.
• Document pertinent information in department log book.
• Complete all paperwork and closing duties in accordance with departmental standards.
• Review status of assignments and any follow-up action with on-coming supervisor.
• Provide guest room tours if needed.
• Follow up on assignments given by Rooms Division Manager.
• Process all guest check-ins according to established hotel requirements:
  • Confirm reservation in system and review all noted information.
  • For guests without a reservation, sell a room type agreed upon.
  • Register guest in computer and generate a registration card.
  • Verify registration card information with guest.
  • Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
  • Assign guest room.
  • Advise guest of any messages, mail, faxes, etc., received for them.
  • Inform guest of room safe and mini-bar key and room key procedures.
  • Issue parking passes/validate valet parking tickets and enter information in computer.
  • Communicate services and amenities included in packages to guests on packages.
  • Obtain proper identification for tax exempt guests and attach form to registration card.
  • Obtain guest signature for designated paperwork.
  • Obtain Bell Person to escort guest and transport their luggage to the rooms
  • Resolve any late charges.
  • Present folio to guest and resolve any disputed charges.
  • Settle guest accounts following Accounting procedures.
  • Retrieve guest room key from guest.
  • Request guest comments on their stay.
  
  

• Complete all Employee Action Forms (EAF) completely and on a timely basis.
• Update all position job descriptions as needed.
• Interview, hire, and train new employees to established service levels incorporating an understanding of company culture and behavioral expectations.
• Evaluate the staffing requirements and prepare work schedules on a weekly basis, adhering to daily arrival and departure patterns, group activities, and budgetary guidelines.
• Document any late or absent employees using guidelines established in the Employee Handbook. Maintain accurate and up to date employee records.
• Schedule, assign, and monitor staff breaks.
• Communicate incoming VIP’s and strategize service enhancement programs.
• Communicate anticipated business demands daily with each employee (arrivals/departures, guest requests, guest follow-ups needed).
• Ensure staff’s knowledge of in-house group activities and hotel services/special event programs.
• Prepare and communicate assignments to staff. Assign additional tasks as they arise.
• Respond to incoming calls within three (3) rings, using correct salutation and telephone etiquette. Provide correct phone etiquette for calls on hold using established service guidelines.
• Be fully versed (and ensure same of staff ) of hotel emergency response procedures.
• Ensure all staff is consistently following service standards and behavioral standards as established in the Employee Handbook and departmental training manual.
• Maintain confidentiality of all guest information.
• Ensure guest history and guest profile accounts are kept current.
• Maintain proper room inventory and room assignments.
• Provide hands on assistance to Front Office, Bell, Concierge and PBX staff whenever necessary to enable the performing of all job functions to guest satisfaction and established standards.
• Conduct an in depth and thorough formal training program lasting no less than four weeks for new hires. Training must cover department procedural and behavioral standards, include in depth & hands on experience on programs offered and formal testing of knowledge as well as cross training in related departments.
• Conduct on going training with existing staff.
• Establish and update written training manual.
• Update established SOP manual as procedures are enhanced.
• Chair monthly departmental meetings for Front Desk and Concierge.
• Lead Daily Shift Briefing meeting.
• Provide system for daily communication of events, issues, and topics with staff.
• Anticipate and accommodate all guest requests accurately and in a timely manner.
• Work closely with other departments to effectively accommodate guest’s special requests and amenities.
• Work closely with group contact to ensure all group specific needs and deliveries are met in a courteous and timely manner.
• Work closely with Accounting to resolve all credit issues and ensure proper training of staff on established accounting procedures (i.e. establishing credit, posting procedures, high balance report, bucket check, allowance approvals).
• Handle guest complaints/disputes to ensure optimal guest satisfaction.
• Establish and maintain an efficient and guest friendly arrival process from Front Drive to Front Desk to Resort/Room orientation.
• Establish and maintain a positive work environment with high employee morale showing empathy and respect to employees and guests.
• Monitor and maintain cleanliness and working condition of departmental equipment.
• Monitor and maintain cleanliness of Hotel Lobby and Front Drive.
• Prepare work orders for maintenance repairs and distribute to Engineering.
• Maintain supply levels and follow established guidelines for purchase order requisitions.
• Manage expenditures based on established departmental budgeted figures.
• Prepare, update and submit daily/weekly payroll records.
• Conduct performance appraisals of designated staff at 90 days and annually.

• This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.