Assistant Front Office Manager

JOB SUMMARY

Oversee all guest related day-to-day hotel operations.  The AFOM is responsible for managing team members, guest experiences, revenue goals and the development and implementation of processes and procedures.  The AFOM is responsible for assisting with all bell team, reservations, front desk, and valet in all daily operations. This role is critical to maintaining the luxury standard and reputation of The Houstonian Hotel, Club & Spa while upholding the highest levels of discretion and professionalism.

ESSENTIAL JOB FUNCTIONS

• Keeps other managers informed and shares important information.
• Manager consistently communicates shift progress, “pass-ons” and email.
• The AFOM must be hands on with any guest or employee issue and jumps into action swiftly when presented with both opportunities and employee concerns. 
• AFOM’s are challenged with using problems to create better relationships.
• AFOM must be pro-active in presenting and creating processes to improve business operationally, financially or employee focused.
• The AFOM will be tasked with creating SMART goals and is expected to regularly discuss with supervisor and plan for progress surrounding the topics or employee development, service development and revenue. 
• AFOM should be planning and not reactionary.   The AFOM is responsible for actively thinking forward and actions preparedness plans. 
• A manager is responsible for their shift, the people on it and the results of the shift. 
• Create fun and engaging ways to teach and get staff involved with the department.
•  Takes the time to better understand the situation and thinks of options of solutions before acting. 
• Does not panic under pressure and is able to set good example of adaptability to others.
•  Takes all options and details into consideration
• Other duties as assigned.

KNOWLEDGE AND SKILLS

• A High School Diploma or equivalent is required.
• At least two years’ experience in Hotel Guest Services in a luxury Hotel/Resort Property
• Previous supervisory experience is strongly preferred.
• A high level of communication skills are required to ensure all their team members are up-to-date and aware of all hotel information, events and processes.
• Decision making skills are important as they will impact the guest, business, and team members.
• Coaching skills are required as one of the main responsibilities of an AFOM is actively educating staff on issues, providing employees with regular constructive feedback, and documenting properly as needed. 
• Able to assist team members with setting small goals.
• The AFOM must have great time management to meet project deadlines, guest requests and employee follow-up.  Planning and organizing are crucial for this role as they must be aware of not only the day-to-day, but also longer term.  Able to have a clear understanding of operation needs.   
• Accountability and ownership are required for this role as the AFOM Completes all follow up for all tasks and responsibilities without having to be followed up with. 
• The ideal AFOM will be able to motivate staff by creating training, meetings, and incentives. 
• The AFOM must be adaptable to adjust quickly to business and staff needs. 
• Fluent English is required, oral and written.
• Must be very familiar with Microsoft Office applications including Outlook, Word, Excel and PowerPoint. 
• Must have the ability to learn Property Management Systems and Points of Sale Systems.
• Hours required: Scheduled days and hours vary based on departmental needs.

PHYSICAL JOB REQUIREMENTS

Must be able to meet the following minimum physical requirements for at least an eight-hour shift:

• Physical Stamina: Physical requirements of this position include having the ability to: sit for extended periods of time, stand and walk, see and read a computer screen and printed matter with or without vision aids, enter data into computer, operate standard office equipment, use a telephone, hear and understand at normal levels and on the telephone, speak so that others may understand at normal levels and on the telephone, stoop, reach overhead, grasp, push, pull, move or lift up to 30 lbs. on an occasional basis.
• Hearing / Speech: Must be able to effectively engage in one-on-one communication with guests, members, and customers and use a 2-way radio to communicate clearly and accurately with co-workers.
• Vision: Must be able to accurately read instructions, reports, and log sheets. Must be able to work with computers and PDAs in varying light conditions.
• Literacy: Must be able to analyze and process written information from a variety of sources and effectively communicate content of reports.
• Chemicals/Agents: Must be able to work safely with chemicals according to SDS sheets and all applicable laws, codes and regulatory requirements.