Front Desk Assistant Manager

Summary

It is the primary responsibility of the Assistant Front Desk Manager to support Hotel Operations in the overall day-to-day functions of the Front Desk with a secondary focus in our Group and VIP bookings. They will also work closely with the other Assistant Front Desk Manager and Front Desk Manager in ensuring that the Front Desk runs optimally and efficiently to achieve all objectives including but not limited to culture, staffing, training, coaching and development.

Essential Duties And Responsibilities

Primary duties and responsibilities include, but are not limited to, the following:

• Maintain current knowledge/familiarity with all hotel services/features and local attractions to respond to guest inquiries.
• As needed, monitors staff behavior, directs breaks and job functions to expedite check-in/out. Directs staff in proper job functions and proper guest interaction.
• Assist guests with booking/housing needs for assigned groups, in adherence to established policies and procedures, assisting all other areas within the department as needed.
• Balance inventory, build and maintain protected blocks, & process and maintain all out of order reservations.
• Place all needed purchase orders, receives orders and closes POs as needed.
• Process payroll, update Unifocus, process PTO requests and publish schedules as needed.
• Assist in any management training and agent training as needed.
• Assist in overseeing corridor operations when no other management is available.
• Assist in maintaining all team member files, team member reviews and coaching.
• As needed, they will step into any area under their supervision to act in that capacity to help when busy or short-staffed.
• Assist in monitoring room rate and occupancy daily to maximize room revenue.
• Display a proactive and leading role in terms of service, culture, development, team image, systems, procedures and skill development.
• Identify VIPs for all sales, entertainment, and executive groups to ensure their transportation, rooms and amenities are set and accurate. Follow up with departments accordingly to ensure success for these guests from before arrival to after departure.
• Act as key liaison between Sales/Convention Service Managers, group contacts, meeting planners, and the Front Desk.
• Assist guests in booking “Ad hoc” (social/leisure) room blocks, including but not limited to rooms, dining, spa, and ticketing opportunities.
• Provide personalized assistance at time of check-in, accommodating group check-in dates, and group housing needs. As well as pre-checking and inspecting all VIP arrivals rooms and amenities.
• Accommodate, prepare, and distribute all special reporting/tracking requests/needs for group contacts, meeting planners, and management.
• Maintain key sense of ownership and act on or notify Front Desk Manager/Director of any potential issues related to inventory, rate, occupancy, or special requests.
• Work closely with Entertainment/management to ensure all event bookings are accommodated in accordance with contractual obligations and established guidelines/procedures.
• Maintain timely communication, both written and verbal, between group contacts, clients, sales managers, and supervisors/management, providing expedient guest resolution within established scope of authority.
• Attend pre-conferences, pre-planning, and post-conference meetings with clients and staff, when requested.
• Prepare estimated charges for groups, collects payment, and settles account upon departure.
• Monitor group codes and hanging balances to ensure hotel and clients are satisfied and balances are paid.
• Any other duties as assigned within the scope of this position.
  
  

Knowledge/Skills/Abilities

• Proficient in Microsoft Office Products: Word, Power Point, Outlook and Excel.
• Preferred knowledge of hotel-based systems- AS400, Passkey, and Delphi).
• Ability of complex reading, writing, math, and task completion skills is required.
• Must have the following skills: clerical, compiling, analyzing, supervising, instructing, following instructions, memorization, problem solving, independent judgment, and decision making.
• Flexible to work all shifts including holidays, nights, and weekend hours as business needs dictate.
• Must be a minimum of 21 years of age.
  
  

EDUCATION And/or EXPERIENCE

• Minimum 3 years’ hotel management experience is required or any combination of education, training, or experience that provides the required knowledge, skills, and abilities.
  
  

CERTIFICATES AND LICENSES

• Must obtain and maintain appropriate licensing with Alcohol Awareness Card
  
  

PHYSICAL DEMANDS

• While performing the duties of this job, the team member is constantly sitting and occasionally standing, walking and reaching overhead during over the duration of their shift
• The team member will constantly have repetitive use of both hands.
• Constant use of vision abilities is required including distance, depth perception, field of vision, and color vision.
• The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  
  

WORK ENVIRONMENT

• Work performed indoors, alone and frequently with and around others. Team Member will perform work face-to-face including verbal contact with others on extended shifts around computer equipment.
• The noise level in the work environment is usually moderate.
• Team Member may be exposed to secondhand smoke.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.