What are the responsibilities and job description for the Assistant Front Office Manager position at The Hotel at UMCP?
WHAT WE ARE LOOKING FOR:
This position duties includes supervising front desk personnel, resolving guest issues and processing payments. Also responsible for scheduling, inventory and light bookkeeping, amongst other administrative tasks.
WHAT WE EXPECT FROM YOU:
- Assist in the day-to-day operation of the hotel Front Office
- Supervise the operational activities of the hotel front desk within hotel guidelines to provide the highest standard of courteous service while permitting acceptable profit levels
- Assign, coordinate, and supervise work activities of Front Desk Agents
- Ensure work is completed to include, shift closings, room deposits, refunds and rebates
- Train and develop Front Desk Agents and Shuttle Drivers
- Prepare staffing schedules, complete payroll, and monitor labor costs to budget figures
- Prepare and conduct Front Desk meetings and resolve issues
- Perform house counts and review daily arrivals, identify potential problems with rooms' activity and take appropriate action
- Provide information and direction to staff to achieve 100% occupancy
- Review and resolve dispute accounts and Housekeeping discrepancies
- Prepare a shift briefing to communicate activities, short take training, and any problems and/or special information to the next shift
- Perform check-in and out procedures
- Take personal responsibility for correcting customer service problems
- Perform and understand the nightly audit
- Take ownership of ALL accounting procedures and ensuring all agents are accountable for their cash banks
- Assist the FOM in monthly reconciliation reporting's
- Ensure all agents are following the correct SOP's set forth by Southern Management
- Regular attendance in conformance with the standards is essential to the successful performance of this position
- Comply with attendance rules and be available to work on a regular basis
- Acknowledge all guests and respond promptly to their needs, however busy and whatever time of day.
- Ensure unresolved incidents are reported to Manager/Supervisor
- Familiarity with all hotel services/features and local attractions/activities to respond to guest inquiries accurately
- Contribute to the team's success by accomplishing tasks and assisting with projects as needed
- Maintain knowledge and compliance with departmental policies, service procedures, and standards
- Availability during peak operating times, i.e.: Weekends, Holidays and Special Events
- Work as a team member to ensure our guests have the best possible experience
- Understand company's emergency procedures and be able to apply them when necessary
- Report any incidents, property damage or injuries immediately to Manager/Supervisor
- Attend department meetings and training sessions as necessary
- Effectively manage staff through respectful communication, clear expectations, relevant training, productive coaching, holding regular team meetings, and appropriate performance management
- Lead by example, be a positive example for team in action and attitude
- Delegate work as appropriate, stating clearly objectives and time-line requirements
- Monitor and evaluate employees' successful completion of work
- Encourage effective teamwork
- Responsible management of department budget
- Work collaboratively with others to analyze and improve work processes
- Positive interaction with all levels of management and vendors
- Develop and adhere to annual action plan/ capital project list
- Have a disaster recovery system in place and in use
- Stay abreast of industry trends
- Contribute to team/company engagement efforts
- Proficient with MS office
- Perform other duties as assigned by Manager and/or Supervisor
JOB KNOWLEDGE & SKILLS:
- Able to handle cash and credit transactions
- Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates
- Able to make sound business decisions and take action quickly based on previous experience and good judgment
- Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning
- Excellent written and verbal communication skills
- Compute basic arithmetic and mathematical calculations
- Organized and detail oriented
- Excellent time management skills
- Excellent interpersonal skills
- Sound leadership and managerial skills
- Ability to work effectively in stressful, high-pressure situations while maintaining composure and guest satisfaction
- Technical knowledgeable and competency in necessary systems and software: [Outlook, Word, Excel, accounting software, Roommaster, Seriousware, Visual One, Delphi, Meeting Matrix, etc.]
- [2] years demonstrated supervisory experience in hospitality/Front Desk
- High School Diploma or equivalent required. [Associates] degree in relevant field preferred
Req Benefits: Your wages are only part of the employment equation. Benefits add significant dollars to your total compensation package and greatly improve your quality of life. Southern offers one of the best benefits packages in the industry. Southern provides: * A choice of Health, Dental and Vision Insurance for you, your spouse and/or eligible children at a remarkably low cost * Company paid Group Term Life and AD&D Insurances * Traditional and ROTH 401(k) with Company contribution * Paid holidays, paid time off, pay for bereavement/funereal leave and jury duty * Continuing Education You can customize your package to include: Short Term Disability, Long Term Disability, Long Term Care for an additional cost, at a reduced rate. Benefit eligibility is dependent on Team Member Status. All benefits are subject to change or cancellation at any time.
Compensation: $43,428 - $60,046
Salary : $43,428 - $60,046
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