Assistant Director of Front Office

Job Overview

Plan and manage the room and related area's operations of the hotel to achieve customer (guests, employees, corporate and owners) satisfaction and quality service while meeting / exceeding financial goals.

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 Guest Services personnel;

promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.

Position is responsible for day-to-day operations of the room and related areas. The major areas of responsibility / management include : the front office, guest services, security and gift shop.

Responsibilities

• Assist managing human resources functions in the division in order to attract, retain and motivate the employees; interview, hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.
• Manages check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.

May need to fill in for various roles within the rooms department as the demands of business requires (Front Office and Housekeeping roles).

• Manages guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sell.
• Monitors and regularly calculates and / or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• 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.
• Maximizing revenue in each phone / desk transaction. (Sell from the top down and offer specials last)
• Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
• Manages the standard procedures for cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Ensures that the overall operation of the front desk is completed daily.
• Implement emergency organization procedures and training through the management of the security staff to ensure appropriate protection for hotel guests, staff and company assets.
• Works closely with housekeeping and maintenance to ensure property is maintained.
• Hiring, motivating and training of staff.
• Performs other duties as assigned, requested or deemed necessary by management.

Qualifications

Education / Formal Training

A four year college degree or equivalent education / experience.

Experience

Three to five years of employment in a related position with this company or other organization(s).

Knowledge / Skills

• Experiential knowledge required for management of people and complex problems.
• Ability to study, analyze and interpret complex activities and / or information in order to improve new practices or develop new approaches.
• Ability to make decisions with only general policies and procedures available for guidance.
• Supervisory / management skills.
• Must possess communication skills in terms of the ability to negotiate, convince, sell and influence professionals and / or hotel guests.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lifting, pushing, pulling and carrying -must be able to accomplish any task required of associates within assigned departments.
• Bending / kneeling -must be able to accomplish any task required of associates within assigned departments.
• Mobility -must be able to accomplish any task required of associates within assigned departments.
• Continuous standing -must be able to accomplish any task required of associates within assigned departments.
• Climbing up to approximately 40 steps 1% of 40 hour week. Climbing ladders up to approximately 5 feet 15% of 40 hour week.
• Driving required as necessary.
• Excellent communication skills are required to communicate both in person and via telephone with guests, associates and corporate contacts in a professional and extensive manner.
• Excellent literacy is required.

Environment

Inside hotel and office environment 95% of shift.