Assistant Front Office Manager

The role of the Assistant Front Office Manager is to respond in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to inquiries regarding hotel information and guest concerns. Supervise the daily operations of the Front Desk personnel; promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.

Specific Responsibilities :

• Oversees all day-to-day operations of Front Desk and Barista staff, ensuring that all established front office and hotel policies are followed.
• Acts as a resource for supervisors, agents and baristas with all Front Office procedures.
• Facilitates guest arrival and departure during peak times to ensure smooth transition into and out of the property.
• Courteously answers inquiries and accepts reservations referred from agents and baristas, both in person and by telephone
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
• Works closely with the property Operations Manager to maximizes revenue in each phone / desk transaction.
• Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• In coordination with the property Operations Manager, reviews all guest issues with staff, ensures appropriate departments are contacted for resolution, approves recovery, and ensures follow up with guest and log is completed. Reports sensitive and / or unresolved issues to the property Operations Manager, escalating immediately when appropriate.
• In coordination with the property Operations Manager, develops guest recovery program, identifying guest needs and appropriate response, reviews with all Front Desk Supervisors and Agents
• Oversees the completion of package amenities and arrangements, delegating tasks to Front Desk Supervisors and Agents
• Responsible for the implementation of new procedures and / or policies and has a complete knowledge of the emergency procedures of the hotel.
• Ensures front desk staff knows the priorities of the day.
• Reviews any problems or concerns from the previous day from night audit and daily work. Address any issues with entire staff or individual front desk teammates; whichever is appropriate.
• Monitors room inventory, looks to achieve balance and encourages associates to sell out. Make sure staff is trained on how to do this.
• Researches guest bills as requested.
• Other duties as assigned by your supervisor or manager.