Front Desk Assistant Manager- Hotel

Overview

Entry level management position that focuses on supporting the day-to-day activities of Front Desk and supervision of related areas AYS and Concierge/Guest Services. Position directs and works with employees to carry out guest arrival and departure procedures and to maintain the property’s cleanliness standards. Strives to ensure guest and employee satisfaction and achieve the operating budget.

Responsibilities

Operations/Property Management

• Performs all duties at the Front Office as necessary.
• Runs Front Office shifts.
• Supervises daily Front Office shift operations and ensures compliance with all policies, standards and procedures.
• Opens and closes Front Desk shifts and ensures completion of assigned shift checklist and other duties.
• Runs and reviews critical information contained in Front Desk reports.
• Understands the functions of the Bell Staff, AYS and Concierge/Guest Services operations.
• Supervises all areas of the Front Office in the absence of the Front Office Manager or other Guest Services Supervisor.
• Operates all department equipment as necessary and reports malfunctions.
• Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.
• Participates in department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Understands night audit procedures and is able to comprehend and utilize reports as necessary.
• Communicates with Night Audit staff to ensure smooth transition between the shifts and to ensure a smooth operation of the Front Office.

Guest Satisfaction

• Assists in the use of guest information tracking system to ensure that a successful repeat guest recognition program is in use to recognize guest preferences and aid in problem resolution.
• Sets a positive example for guest relations.
• Interacts with guests to obtain feedback on product quality and service levels; effectively responds to and handles guest problems and complaints seeking assistance from supervisor as necessary.
• Empowers associates to provide excellent customer service within guidelines.
• Observes service behaviors of associates and provides feedback to individuals; continuously strives to improve service performance.
• Assists in the review of comment cards and guest satisfaction results with associates.
• Familiarizes self with convention resumes to verify the requests and requirements of the planner are being met.

Human Resources

• Participates as needed in the interviewing and hiring of Front Office associate team members with the appropriate skills.
• Uses all available on the job training tools for associates; supervises on-going training initiatives and conducts training when appropriate.
• Communicates performance expectations associates in accordance with job descriptions for each position.
• Participates in the associate performance appraisal process, giving feedback to Front Office Manager on individual associate performance issues.
• Coaches, counsels and encourages associates. Participates in associate progressive disciplinary procedures as required.
• Handles associate questions and concerns.
• Participates in an ongoing associate recognition program.

Sales and Revenue Management

• Supervises same day selling procedures to maximize room revenue and hotel occupancy.
• Performs procedures to verify accuracy of room rates to maximize revenue opportunities.

      Financial Management

• Uses budgets, operating statements and payroll progress reports as needed to assist in the management of Front Office operations.
• Effectively schedules to business demands and tracks associate time and attendance. Performs the payroll function.
• Participates in the management of departmental controllable expenses to achieve or exceed budgeted goals.
• Understands the impact of Front Desk operations on the overall hotel financial goals and objectives.

Health & Safety

• Maintains compliance with all health, safety and fire regulations and acts as a main communication link in emergency situations.
• Promotes accident prevention and awareness.
• Helps to train associates in safety procedures and supervises their ability to execute departmental and hotel emergency procedures.
• Participates as needed in the investigation and reporting of associate and guest accidents.
• Understands and complies with loss prevention policies and procedures.

Other

• Conducts daily stand-up meetings with each shift ensuring that all information is passed along, including communication of Daily Motivator.
• Acts as a Manager on Duty and Lobby Ambassador as assigned.
• Attends monthly Super Staff and weekly Operations meeting.
• Performs other tasks as assigned by Management.

Qualifications

• 1-3 years Front Desk/AYS/Bell Desk experience or other guest service/hotel supervisory experience preferred
• High School Diploma or equivalent required
• Diploma/Degree in Hotel & Restaurant Management preferred
• Knowledge of front office operational procedures
• Understanding of Bell Stand, Switchboard operations and Concierge/Guest Services operational procedures
• Knowledge of overall hotel operations as they affect the department
• Knowledge of purchasing, inventory controls, supplies and equipment beneficial
• Working knowledge of Microsoft Office
• Strong communication skills (verbal, listening, writing)
• Fluent in English (written and oral), a second language a definite asset
• MARSHA/PMS a definite asset

• Superior customer service skills with “a passion to please”
• Excellent communication, interpersonal, time management and organizational skills
• Effective influence skills
• Ability of effectively manage labour productivity
• Ability to analyze problems and to formulate plans to overcome challenges and make sound, logical decisions
• Basic financial management skills: ie. Ability to understand p&l statements, manage operating budgets, forecasting and scheduling
• Outgoing, people-oriented personality demonstrated by a ready smile and a willingness to assist our guests and associates
• Effective conflict management skills
• Ability to function calmly in a stressful environment
• Able to organize, prioritize and maintain focus on service details during high and low business volumes
• Good training/facilitator skills
• Maintains neat, professional appearance, demeanour, ethics and self-image
• Continuously pursues the professional development of self