Assistant Front Office Manager

The Assistant Front Office Manager is responsible for ensuring the operation of the front desk, PBX, valet and reservations in the absence of the Director...in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay. Must have a continued focus on all Five Diamond Standards.

Qualification Standards
Education & Experience:

• At least 4 years of progressive experience in a hotel or a related field; or a 4-year college degree and at least 2 years of related experience; or a 2-year college degree and 2 or more years of related experience.
• Supervisory experience required.
• Must be proficient with computers, to include spreadsheets and word processing.
• Must have a valid driver’s license from the applicable state.
• Must have valid insurance.

• Long hours are sometimes required.
• Medium work – Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.

• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace, including anticipating, preventing identifying and solving problems as necessary.
• Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of particular need.
• Must be effective at listening to, understanding, clarifying and resolving the concerns and issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.

• Approach all encounters with employees in an attentive, friendly, courteous, and service-oriented manner.
• Maintain regular attendance in compliance with standards, as required by scheduling which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
• Comply at all times with standards and regulations to encourage safe and efficient hotel operations.
• Maintain a warm and friendly demeanor at all times.
• Employees must, at all times, be attentive, friendly, helpful and courteous to all guests, managers, and fellow employees.
• Motivate, coach, counsel and discipline all Front Desk associates.
• Ensure compliance to Pre-Shift Previews.
• Prepare and conduct all Front Desk interviews and follow hiring procedures.
• Develop associate morale and ensure training of Front Desk associates.
• Participate in the required M.O.D. program as scheduled.
• Review Front Desk staff’s worked hours for payroll and submit to accounting on a timely basis.
• Prepare employee schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Ensure associates greet and welcome all guests approaching the front desk.
• Carry a radio/cell phone when on duty. Operate radios/cell phones efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio/cell phone etiquette within the department.
• Maintain lobby during peak times and as needed.
• Manage and organize large turns (check in-check out)
• Ensure participation within weekly staff meetings.
• Focus the Front Office on their role in contributing towards the established Four/Five Diamond standards.
• Respond in maintaining the integrity of other departments by immediately addressing issues with associates when necessary, using the One Minute Manager of Praising in Public and Counseling in Private.