Assistant General Manager

POSITION JOB DESCRIPTION

Position: FRONT OFFICE MANAGER
Reports to: General Manager
Division: Rooms
Department: Guest Services
Classification: Non-exempt

SUMMARY:

The Front Office Manager directly supervises front desk personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Prepares monthly reports and budget for front office operations. Provides excellent customer service so that you anticipate the guest’s needs and exceed their expectations.

GENERAL RESPONSIBILITIES:

• Provide the highest quality of service to the guests at all times.
• Meet and greet guests as well as ensure all hotel staff provides an air of gracious hospitality to all guests.

• Have a thorough knowledge of the property and community.

• Have a thorough knowledge of the room types and the differences between them.

• Manage meeting room and group sales.

• Coordinate and communicate all sales, group meetings and sleeping room information with Front Desk.

• Maximize unit room revenue through effective use of the sales menu options in the property management system.

• Work closely with the General Manager to ensure a proper balance and mix of rooms, and that rooms are sold to maximize rates. Monitor fluctuations and trends in volume of rooms sold to be used in short and long-term forecasting.

• Have a thorough working knowledge of the central reservation system.

• Ensure that all equipment is maintained in accordance with service standards and that outages are reported and resolved in a timely manner.

• Monitor communication between departments to ensure a positive flow of information in a timely manner.

• Maintain downtime procedures to ensure that no revenues are lost during equipment outages.

• Assist in promoting sales of property services to current and future guests.

• Develop point of purchase promotional material for local programs as needed.

• Verifies that accurate room status information is maintained and properly communicated.

• Resolves guest problems quickly, efficiently, and courteously.

• Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate staff.

• Receives information from the previous shift manger and passes on pertinent details to the oncoming manager.

• Upholds the hotel's commitment to hospitality.

• Prepares performance reports related to front office.

• Monitor high balance guest and take appropriate action.

• Ensure implementation of all hotel policies and house rules.

• Operate all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.

• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.

• 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 feedback forms on a daily basis.

• Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs.

• Wear proper attire at all times in accordance with the Company Dress Code.

• Other duties as assigned, of which the associate is capable of performing.

FINANCIAL RESPONSIBILITIES:

• Reviews and completes credit limit report.

• Works within the allocated budget for the front office.

• Checks cashiers in and out and verifies banks and deposits at the end of each shift.

• Enforces all cash-handling, check-cashing, and credit policies.

• Prepare revenue and occupancy forecasting.

• Ensure that associates comply with tip-reporting requirements.

• Input and reconcile invoices as directed by the Front Office Manager/General Manager.

• Supervise and reconcile cash controls for each shift in attendance.

• Input weekly payroll as required and properly store previous week time cards.

• Develop a plan for meeting/exceeding budgeted sales goals and budgeted expense goals.

• Ensure that all credit policies are being followed and that the credit report is resolved daily.

• Have a thorough knowledge of Accounts Receivable ensuring that all outstanding invoices are settled.

• Process on a timely basis all Accounts Payable batches (Invoices, Petty Cash, and

Checks).

• Track all cost accounts to determine if they are within budgeted guidelines. Review these accounts with the General Manager to ensure each department is controlling cost within the budget.

• Review PMS and Management Company daily report to ensure accuracy and accounting procedures are being followed at all times.

• Responsible for input, coding, and filing of invoices and new vendor set up.

LEADERSHIP & MANAGEMENT OF STAFF:

• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees.

• Show all pertinent videos relating to the hotel and their job specific area.

• Promote teamwork and associate morale.

• Analyze and resolve work problems or assist associates in solving work problems.

• Initiate or suggest plans to motivate associates to achieve work-related goals.

• Ensure adherence to the Guarantee of Fair Treatment Policy.

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• Comply with all regulations and guidelines for Human Resource tasks.

• Assist in ensuring staff continues to learn importance of excellent service.

• Recommend or initiate personnel actions, such as promotions, transfers, discharges, and disciplinary measures.

• Coach and counsel associates to encourage positive behaviors and correct negative behaviors.

• Must properly document all company policy violations by any staff who you supervise as well as the documentation of any and all associate actions taken.

• Be knowledgeable of associate benefits, procedures, and administration. Ensure benefits are administered on a timely basis.

• Establish an effective communication and information system through logs, monthly meetings, coaching, and counseling.

• Review weekly staff schedules for front desk while balancing guest service and budgeted hours.

• Implement company policies and provide a safe working environment by ensuring compliance with safety programs and job safety analysis.

• Ensure labor staffing guidelines are followed.

• Must be thoroughly familiar with Employee Handbook and all policies and rules it contains.

• Must adhere to all work rules, procedures, and policies established by the company, including, but not limited to, those contained in the Employee Handbook, Safety Manual, and operating guides.

SAFETY & SECURITY RESPONSIBILITIES:

• Have a thorough knowledge of all emergency procedures.

• Train in job safety, fire safety, blood borne pathogens, and MSDS.

• Promote and administer the unit’s total loss prevention effort.

• Practice safety standards at all times and be alert to hazardous conditions. Report or correct any hazardous conditions immediately.

FOOD & BEVERAGE RESPONSIBILITIES:

• Responsible for guest satisfaction in terms of food and beverage, hospitality and service standards.

• Responsible for food and beverage inventory control system.

• Develop food and beverage purchase and production requirements based on daily inventories and order lead times.

• Establish and implement menus for special functions.

TRAINING:

• Employee is required to complete hotel training in the appropriate timing as designated by immediate supervisory team or General Manager. Employee must complete 3 or more training classes upon hire. This may include all required brand training courses and/or 3 or more classes pertaining to your specific department.

• Employee will also attend at least 1 training class per month during their first year as well as any other required on-going and periodic training required by brand, hotel, or corporate.

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QUALIFICATIONS:

• Bachelors Degree – Hospitality/Hotel Management preferred.

• Minimum 4-5 years work experience.

• Minimum 2 years hotel front desk supervisory experience preferred.

• Experience handling cash, accounting procedures, and general administrative tasks.

• Computer Knowledge/Skills: MS Office, Property Management Software, Accounting

Software.

• Highly focused, have excellent communication skills, be motivated.

• Professional in appearance and presentation.

• Strong management skills, ability to appropriately assign or delegate work and authority to others in the accomplishment of goals.

• Requires strong attention to detail, leadership skills, and the ability to effectively deal with department heads, guests, and staff members.

• Repeated bending, stooping, and lifting weights up to 30 lbs. will be required.

I have received, reviewed, and understand this job description. I further understand that I am responsible for the satisfactory execution of the functions and responsibilities described herein, under any and all conditions as described. I also acknowledge that this job description may change to add additional responsibilities as the company changes and/or grows. I understand failure to perform my job duties to expectations can result in disciplinary action, up to and including termination.

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Employee Signature

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Date

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Job Type: Full-time

Pay: $30,000.00 - $35,000.00 per year

Benefits:

• Employee discount

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel Experience: 3 years (Preferred)

Work Location: One location

Salary : $30,000 - $35,000