Job Summary

The Front Desk Assistant Manager is responsible for assisting the Front Desk Manager with the operation of the Front Office in an attentive friendly efficient and courteous manner providing all guests with quality service prior to and throughout their stay while maximizing room revenue and occupancy. Management-level associates are expected to work as much of each workday as is necessary to complete their job responsibilities; for OEM associates overtime does apply and is calculated accordingly.

Responsibilities

QUALIFICATIONS:

• At least 5 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
• Supervisory experience required.
• Must be proficient in Windows operating systems.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful high pressure situations.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace including anticipating preventing identifying and solving problems as necessary.
• Must have the ability to assimilate complex information data etc. from disparate sources and consider adjust or modify to meet the constraints of the particular need.
• Must be effective at listening to understanding and clarifying the concerns and issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data and basic arithmetic functions.

RESPONSIBILITIES:

• Approach all encounters with guests and employees in an attentive friendly courteous and service-oriented manner.
• Maintain regular attendance in compliance with Aimbridge Hospitality standards as required by scheduling which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming which include wearing the proper uniform and name tag when working (per brand standards).
• Comply at all times with Aimbridge Hospitality standards and regulations to encourage safe and efficient hotel operations.
• Comply with certification requirements as applicable for position to include: Food Handlers Alcohol Awareness CPR & First Aid.
• Maintain a warm and friendly demeanor at all times.
• Establish and maintain attentive friendly courteous and efficient hospitality at the Front Desk.
• Respond to all guest requests problems complaints and/or accidents presented at the Front Desk or through Reservations in an attentive courteous and efficient manner. Follow up to ensure guest satisfaction.
• Assist to Motivate coach counsel and discipline all Front Desk personnel according to Aimbridge Hospitality S.O.P.'s.
• Ensure compliance to brand and company training using the steps to effective training according to Aimbridge Hospitality standards.
• Assist with preparation of all Front Desk interviews and follow hiring procedures according to Aimbridge Hospitality S.O.P.'s.
• Assist with 90 day and annual Front Desk employee performance appraisals according to S.O.P.'s.
• Assist with development of employee morale and ensure training of Front Desk personnel.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency monitor credit report and maintain close observation of daily house count.
• Attend all required Rooms Merchandizing meetings with all appropriate reports and documentation necessary to establish select sell guidelines and implement appropriate restrictions.
• Assist with supervision of the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy.
• Review Front Desk staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
• Assist with preparation of employee Schedule according to business forecast payroll budget guidelines and productivity requirements. Present with Wage Progress Report to General Manager weekly.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Maintain Aimbridge Hospitality S.O.P.'s regarding Purchase Orders vouchering of invoices and checkbook accounting.
• Ensure that Wage Progress Productivity and the Ten Day Forecast are completed on a timely basis according to Aimbridge Hospitality S.O.P.'s.
• Maintain a professional working relationship and promote open lines of communication with managers employees and other departments.
• Work closely with Accounting on follow-up items i.e. returned checks rejected credit cards employee discrepancies etc.
• Operate all aspects of the Front Office computer system including software maintenance report generation and analysis and simple programming.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain Aimbridge Hospitality S.O.P.'s in its use.
• Monitor the process of taking reservations ensuring that Aimbridge Hospitality courtesy and upselling techniques are maintained.
• Greet and welcome all guests approaching the Front Desk in accordance with Aimbridge Hospitality S.O.P.'s.
• Ensure implementation of all Aimbridge Hospitality policies and house rules.
• Understand hospitality terms.
• Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
• Coordinate all aspects of the ongoing implementation of the Aimbridge Hospitality philosophy of service.
• Ensure correct and accurate cash handling at the Front Desk.
• Attend monthly all-employee team meetings and any other functions required by management.
• Obtain all necessary information when taking room reservations.
• Ensure logging and delivery of all messages packages and mail in a timely and professional manner.
• Be aware of all rates packages and promotions currently underway.
• Follow and enforce all Aimbridge Hospitality hotel credit policies.
• Process and handle guest laundry (property specific).
• Ensure tht employees are at all times attentive friendly helpful and courteous to all guests managers and other employees.
• Maintain and monitor 'Lost and Found' procedures and policies according to Aimbridge Hospitality standards.
• Establish and maintain key control system.
• Ensure participation within department for monthly Aimbridge team meeting.
• Focus the Front Desk Department on their role in contributing to the guest service scores.
• Monitor all V.I.P.'s special guests and requests.
• Maintain required pars of all front office and stationary supplies.
• Review daily Front Office work and activity reports generated by Night Audit.
• Review Front Office log book and Guest Request log on a daily basis.
• Assist the General Manager and Engineering Department in implementing and maintaining emergency procedures.
• Be familiar with all corporate sponsored programs such as airline mileage Triple Upgrade or V.I.P. programs and the standards and procedures for each.
• Maintain an organized and comprehensive filing system with documentation of purchases vouchering schedules forecasts reports and tracking logs.
• Conduct meetings according to Aimbridge Hospitality standards as required by management.
• Orchestrates public space services with key on-property partners and departments to maintain a flexible and inclusive lobby that meets guests' needs seamlessly. Anticipates guests' needs to book Studios, leverage Booths, meet printing needs, order F&B, and have needed meeting materials.
• Manages the Sheraton Studio spaces and monitors for proper set up at the start of meetings, attendee awareness of how the studio works, and overall attendee satisfaction during bookings.
• Identifies local community businesses to partner with for Gatherings by Sheraton.
• Builds a Gatherings by Sheraton calendar and executes with other discipline partners.
• Activates key branded public space proof points that deliver on the Sheraton experience.
• Ensures public space areas are cleaned and serviced throughout the day.
• In support of the brand vision for public space and core value of Community, develops specific public space goals and plans to prioritize, organize, and accomplish work supporting those goals.
• Finds, builds, and manages relationships with local professional service businesses, such as graphic designers and print shops, to serve as a local expert and facilitator for business service needs of guests.
• Facilitates maximum guest productivity by proactively ensuring guests are connected with meeting spaces, business services, food & beverage, and Wi-Fi.
• Engages in communication connecting all departments to deliver seamless guest service in the public space.
• Builds relationships with guests and local organizations and businesses to create a sense of Community within the hotel through networking and enriching events.
• Maintains awareness of daily operations and events at the hotel, including daily house count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, times, and special requests/arrangements.
• Provides a warm welcome and anticipation of guest needs throughout their stay.
• Confirms repeat, VIP, and Elite guests receive appropriate service and verify their requests are carried out throughout the hotel.
• Other duties as required.

Property Details

Sheraton Fort Worth Downtown Hotel has 429 custom-designed downtown Fort Worth accommodations featuring the Sheraton Signature Bed, 32" or 42" flat-panel HDTVs and complimentary basic high-speed Internet access in guest rooms.

Guests can satisfy their dining needs at Sheraton Fort Worth Downtown Hotel….Satisfy cravings at The Chef’s Table located in the Sheraton Fort Worth Downtown Hotel.

Offering the ultimate flexibility to accommodate diverse events, Sheraton Fort Worth Downtown Hotel is a home for all corporate meetings, conventions and special social events in downtown Fort Worth.

Company Overview

As the global leader in third-party hotel management, our growing portfolio represents over 1,550 hotels in all 50 states and 22 countries, from top international lodging brands to luxury hotels, destination resorts and lifestyle hotels. Our associates around the globe are passionate about serving our guests and driving exceptional results, and thrive in a culture where everyone is inspired to be the best. Join a world of possibility with Aimbridge Hospitality.

Benefits

After an initial waiting period, those hired into full time positions are eligible for a competitive benefits package that includes the following:

• Now offering Daily Pay! Ask your Recruiter for more details
• Medical, Dental, and Vision Coverage
• Short-Term and Long-Term Disability Income
• Term Life and AD&D Insurance
• Paid Time Off
• Employee Assistance Program
• 401k Retirement Plan