POSITION SUMMARY:

The Front Office Assistant Manager is responsible for providing quality and efficient customer service to guests through the daily management of the front office team and includes assisting with the hiring process, motivating, recognizing and rewarding, coaching, counseling, training and problem solving. Additionally, this position is responsible for assisting the Front Office Manager with development, analyses and implementation of reward/recognition programs. The Assistant Front Office Manager is also responsible for the display, purchase and inventory control of Retail Products in the hotel.

ESSENTIAL JOB FUNCTIONS:

1. Provide daily direction and communication to employees so that guest’s service needs are met in a timely, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. This position is also responsible for suggesting methods to improve operations, efficiency and service to both internal and external customers.
2. Provide performance feedback and coaching on a regular basis to each team member. Assist the Front Office Manager in writing and administering performance reviews for skill improvement.
3. Be available for employees or guests that experience problems or challenges, providing appropriate coaching, counseling, direction and resolution utilizing all resources available to you
4. Insure employees have appropriate training and other resources to perform their jobs. Create and maintain high quality work environment so team members are motivated to perform at their highest level.
5. Address disciplinary and/or performance problems according to company policy. Prepare Coaching and counseling documentation and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required.
6. Perform and train employees on Check in / Check out procedures according to Ace standards
7. Maintain and adhere to all appropriate reporting schedules and checklists; including, but not limited to: opening checklists, closing checklists, daily bucket checks, inventory, room assignments, etc.
8. Communicate all guest service requests to the appropriate departments if the front office is unable to fulfill the request personally.
9. Laterally assist other departments in meeting guest service needs as necessary.
10. Ensure all safety and security measures and procedures are followed and are in place.
11. Continuously communicate any pertinent information with the Front Office Manager and any other senior members of Management as necessary in order to ensure all staff is advised of any situation that may affect the hotel.
12. Ability to ‘step in’ when needed to assist in reservations, front desk duties or other rooms issues that arise when the Front Office Manager and General Manager are not available.
13. Master all areas of the Front Office operations including Opera, Synxis, Interfaces, call accounting system, etc.
14. Organize and communicate with Security for Upcoming events and or shift changes
15. Maintain office supply inventory and process PO’s
16. Attend regularly scheduled and mandatory meetings
17. Perform daily payroll updates

REQUIRED QUALIFICATIONS:

1. Provide daily support and training for the reservations team according to Ace Standards. Provide continual evaluation of processes and procedures. This position is also responsible for suggesting methods to improve operations, efficiency and service to both internal and external customers.
2. Facilitate efficient and timely communication between the reservations department and all other departments to ensure all guest and group needs are met and expectations are exceeded.
3. Be available for employees or guests that experience problems or challenges, providing appropriate coaching, counseling, direction and resolution utilizing all resources available to you.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Ability to satisfactorily communicate in English with guests, management and co-workers to their understanding.
2. Ability to provide high quality communication and be technologically sound with Opera and Microsoft Windows applications
3. Prioritize and organize work assignments, have timely follow up and execute special projects
4. Have superb time management skills, effective communication with customer and team
5. Ability to compute basic mathematical calculations.
6. Proven leadership experience
7. Ability to develop and motivate a team
8. Ability to provide and support a vision and direction

EDUCATION AND EXPERIENCE REQUIREMENT:

1. Must have at least 1 year of experience in a supervisory role in Front Office.

*Note* All duties and requirements stated are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the staff occupying this position. Staff members may be required to perform other job-related duties by their supervisor.

LANGUAGE AND MATHEMATICAL SKILLS

1. Ability to understand guests’ service needs and requests.
2. Ability to acknowledge the guests’ request with a polite answer.
3. Must be able to satisfactorily communicate English with guests, management, and other associates to their understanding.
4. Additional foreign language preferred.
5. Ability to compute basic mathematical calculations.

REASONING ABILITY

1. Demonstrate the ability to anticipate and solve practical problems or resolve issues.
2. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
3. Ability to deal with problems involving clients and operational issues maintaining a positive attitude.
4. Ability to focus on every detail concerning a guest check in or out.

CERTIFICATES, LICENSES, REGISTRATIONS

1. College and computer training preferred.

WORK CONDITIONS/MACHINES AND EQUIPMENT USED

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The associate is required to walk stand, bend at the waist and sit at a desk reach with arms.
• Uses legs and a straight body alignment to lift, carry items, weighing from 5 lbs. up to 50 lbs as needed basis.
• The performance of this position may occasionally require exposure to the manufacturing areas where under certain areas require the use of personal protective equipment such as safety glasses with side shields and mandatory hearing protection. Primary environment: ambient room temperatures, lighting and traditional office equipment as found in a typical office environment