The Assistant Rooms Manager is responsible for overseeing all aspects of the front office operations. This position is responsible to coach and train existing and new front desk staff to meet Old Edwards Hospitality Group Standards and grow as hospitality professionals. The direct reports of the Assistant Rooms Manager include the Front Desk Agent, Bellman, Night Audit, and Security.

Responsibilities

• Ensure company policies and security requirements are met
• Maintain a financially responsible department
• Ensure timely and accurate customer service
• Meet and greet VIP guest arrivals
• Train, supervise and support front desk staff including, front desk supervisors, agents, security, bellmen, and night audit
• Regularly inspect the quality and cleanliness of lobby and front office areas
• Ensure front office checklists and sops are completed in a timely and efficient way
• Receive, investigate, appropriately address, and resolve guest complaints and issues utilizing the PRL (prompt response log) and GPR (guest problem resolution) systems and involving higher management if necessary
• Proactively stay involved in operations to circumvent small guest and internal issues from progressing and to maintain the quality and integrity of the front desk management team
• Actively manage daily payroll in the ADP system
• Manage the SMS property management system and handle high priority billing and system manipulation
• Complete weekly schedule for front desk staff
• Oversee fuel logs, vehicle maintenance, transportation coordination, event summaries, and other administrative tasks
• Act as a liaison between the front desk and other departments to ensure seamless guest service
• ensure front desk supervisors are appropriately and effectively training and communicating with new staff and managers-in-training
• Serve as the front desk staff’s primary resource for the services, policies and procedures for the front office and Old Edwards Hospitality Group
• Due to the nature of this position, confidentiality is required at all times.
• Other duties and responsibilities may be assigned at the discretion of the Rooms Director

• Education and/or experience: Proven work experience, leadership and demonstrated initiative as a Front Desk Agent or Front Desk Supervisor required. College degree in a hospitality related field preferred but not required. additional related certifications preferred but not required.
• Skills required: Hands-on experience with office equipment such as computers, fax, printers, etc.
• Thorough knowledge of customer service, office management and basic bookkeeping procedures, multitasking, organizational and problem-solving skills, strong time management, valid driver’s license and clean driving record
• Language skills: English (oral and written), second language helpful, customer service and problem resolution oriented
• Mathematical skills: Must have ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. must have ability to deal with problems involving several concrete variables in standardized situations
• Computer skills: Basic knowledge of computer use required; knowledge of Microsoft Office use required