Assistant Front Office Manager

Job Description

Job Description

Benefits :

401(k)

401(k) matching

Bonus based on performance

Dental insurance

Employee discounts

Free food & snacks

Health insurance

Opportunity for advancement

Paid time off

Training & development

Vision insurance

Wellness resources

Job Overview

Assistant Front Office Managers understand that the Front Office is a critical touch point in the hotel and leadership skills and a natural ability to foster relationships is a must. AFOMs are responsible for juggling competing priorities, including assisting the Front Office Manager with scheduling, reporting, and budgeting. They manage all aspects of the Front Office areas which may include, but not limited to guest registration, bell services, reservation assistance, telephone services and guest experience responsibilities to ensure guest satisfaction and maximize hotel profitability. Fluid communication with other departments and superior service recovery are required to ensure both smooth operations and positive experiences for our guests.

The person having this position must possess good communication skills, have the ability to resolve conflict and have a thorough understanding of LINE policies, procedures and expectations.

Because of the fluctuating demands of the companys operation, it may be necessary that each employee perform a multitude of different functions; therefore, as an essential part of your position, you will be expected to help others when the occasion arises, just as other employee is expected to help you. Accordingly, you may be expected to perform other tasks as needed or as directed.

Essential Functions & Responsibilities

• Supervises daily front office functions to ensure courteous and professional guest service levels
• Resolve guest complaints in a satisfactory manner
• Coordinate daily group arrival / departure preparation, special requests, room assignments and guest amenity programs
• Assist in scheduling front office staff appropriate to forecasted business levels, when needed
• Follow up with front office staff on daily shift and individual duties
• Provide verbal instruction and guidance compliant with the companys policies and standards
• Support and comply with hotel policy and company policy in matters concerning accounting, purchasing, credit and cash handling
• Responsible for maintaining front office / lobby appearance while on duty
• Maintain proper collateral and supply inventory to support all appropriate front office activities
• Coordinate relocation of guests when necessary
• Maintain proper operation of all aspects of our Property Management System
• Understand all fire / safety procedures and provide necessary assistance to guests and employees in the event of an emergency
• Participate in scheduled departmental and administrative meetings as requested
• Play an active role in recruitment, interviews, onboarding and training
• Play an active role in your department's development and engagement
• Adhere to all standards of operations, policies and procedures, manuals, memos and verbal instructions
• Be familiar with all safety and emergency procedures including OSHA requirements
• Attend relevant meetings
• Greet every guest with a smile and maintain eye contact
• Must be courteous and gracious, maintaining a professional demeanor at all times
• Maintain high standards of personal appearance and grooming, which includes adhering to the proper dress code when working
• Establish and maintain good communications and teamwork with fellow colleagues and other departments within the hotel

Knowledge, Requirements and Skills

• Minimum 2 years of supervisory or management hotel experience in a luxury or boutique hotel required
• Highschool diploma or GED equivalent required
• College education preferred
• Proficiency with Opera Cloud PMS required
• Excellent reading, writing and oral proficiency in the English Language
• Excellent organizational skills
• Excellent attention to detail
• Ability to multitask
• Excellent communication skills
• Able to handle a large volume of guest interactions in an efficient and courteous manner;
• Proficient in Microsoft Office, Internet
• Work well under pressure, requires being a team player

Working Conditions / Environment

1. The noise level in the work environment is usually moderate

2. The person having this responsibility may have to lift up to 50lbs on a daily basis

3. The person having this position may have to sit for one (1) hour, stand and / or walk, push, kneel, bend, balance, squat, reach and stretch for eight (8) hours per day

4. The work environment characteristics described herein are representative of those an Employee typically encounters while performing the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.