Job Description:
The Assistant Front Office Manager assists in Front Office operations by implementing and maintaining hotel service standards and enabling the Front Office to deliver unforgettable guest service. This individual creates win/win decisions for our customers through the clear direction of staff and is a consistent relationship builder.

QUALIFICATION STANDARDS
Education & Experience:

• At least 1 year of front desk management experience.
• College Degree. Hospitality Degree preferred
• Fluency in one of the following languages: Spanish, French, Italian, Japanese or German preferred
• Ability to develop and deliver effective training to the Front Office staff.
• Comprehensive knowledge of top accounts for the hotel, NYC markets and trends
• Solid experience with personal computers and various property specific applications, such as OPERA, Word, Excel, Outlook, Internet, HOTSOS, Saflok, and guest response systems.

General Requirements:

• Updates / monitors daily payroll, ensuring all team members are punching in/out correctly
• Oversees cash and bank handling procedures with all team members on a daily basis and ensures adherence to company standards.
• Conducts arrival and departure audits in all areas of the Front Office.
• Executes sell outs by aggressively managing room inventory for day of arrival.
• Assists guests service agents as needed with unresolved problems which arise during the shift and takes a “hands on” approach with guest “check in” and “check out”.
• Provides updated room availability and rate information to guest service agents and other managers as directed.
• Ensures that the proper tools and supplies needed to do the job are available.
• Conducts monthly inventory of office supplies and orders accordingly
• Ensures Manager Daily Checklists are completed consistently before the end of each shift.
• Continually strives to increase the level of guest satisfaction by delivering an improved product through employee development and quality.
• Builds professional relationships with top guests and VIP’s, ensuring guest satisfaction.
• Handles guest related issues, respond to comment cards, Guest Assistance inquiries and guest letters when necessary, shares customer feedback with the staff to emphasize service related issues, establish/execute policies focused on enhancing overall service, and communicates to key departments on service related issues.
• Monitors computer equipment for proper functions and interfaces with computer departments as required.
• Reviews Daily Handover and HOTSOS Glitches for any unresolved problems which need action and updates accordingly and communicates information to the appropriate people.
• Ensures team members understand Hotel/Brand commitment to guest service and observes standards of conduct, rules, fire regulations, and department policies.
• Ensures all team members have completed their work prior to the end of the work shift, including checklists, cash drops, etc.
• Pre-Shifts arriving Team Members on daily information and any special instructions prior to the start of their shift.
• Ensures VIP rooms are set and rooms are walked on a daily basis as necessary in absence of Director Of Guest Relations
• Blocks the house and sets up guest preferences
• Ensures all team members have left their work area clean and with proper supplies prior to the end of the work shift.
• Ensures GSA Collateral duties list is complete.
• Prepares and participates in Coaching / Counseling process (Disciplinary Action Forms) for Director of Front Office to review and facilitate.
• Performs the function of “manager on duty” and is the first point of contact for any issues that may arise during scheduled shift.
• Continuously evaluates the work performance of Front Desk Staff and provides ongoing coaching and counseling.
• Participates in preparing annual performance appraisals and in determining reasonable and equitable employee compensation.
• Recommends continuation of newly hired employees at the end of their qualifying period to Director of Front Office.
• Promotes growth and development of team members by providing ongoing training.
• Assists in fire safety program or acts as fire safety director as required.
• Interacts with hotel and corporate management as necessary.

This job description is not intended to detail every aspect of your job or list every task you may perform. It is provided as a general overview of the responsibilities and skills required to do this job successfully.

Job Type: Full-time

Pay: $59,000.00 - $62,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift

Work setting:

• In-person

Work Location: In person