Assistant Front Office Manager

Supporting Management of Front Desk Team

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates
sound financial/business decision making; demonstrates honesty/integrity; leads
by example.

Encourages and builds mutual trust, respect, and cooperation among team members.

Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions
well enough to perform duties in employees' absence.

Ensures employee recognition is taking place on all shifts.

Establishes and maintains open, collaborative relationships with employees.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the
customers on a daily basis.

Strives to improve service performance.

Collaborates with Director of Front Office and Director of Rooms on ways to continually improve departmental service.

Participates in the development and implementation of corrective action plans based on guest feedback

Communicates critical information from pre- and post-convention meetings to the Front Office staff.

Participates in department meetings.

Ensuring Exceptional Customer Service

Provides services that are above and beyond for customer satisfaction and retention.

Improves service by communicating and assisting individuals to understand guest needs, providing
guidance, feedback, and individual coaching when needed.

Serves as a role model to demonstrate appropriate behaviors.

Sets a positive example for guest relations.

Displays outstanding hospitality skills.

Empowers employees to provide excellent customer service.

Interacts with guests on a regular basis to obtain feedback on quality of product, service
levels and overall satisfaction.

Provides feedback to employees based on observation of service behaviors.

Handles guest problems and complaints effectively.

Interacts with guests
to obtain feedback on product quality and service levels.

Managing Projects and Policies

Ensures compliance with all Front Office policies, standards and procedures.

Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

As Assistant Front Office Manager, compensation will be $70,304 annually.