Assistant Front Desk Manager

JOB TITLE: Assistant Front Desk Manager

JOB SUMMARY: Assists in managing the entire front desk staff with a primary focus on the front desk. Ensuring an efficient and knowledgeable operation to better assist our guests. Work with the Front Desk Manager to assist with training and efficiency of staff. Attend meetings and make decisions for the Front Desk team in the absence of the Front Desk Manager.

REPORTS TO: Front Desk Manager & Director of Rooms

PRIMARY DUTIES AND FUNCTIONS:

• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Train, resolve issues/problems and direct the work of the front desk team to ensure a quality operation.
• Resolve guest issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Assist in managing all unresolved check-ins and check outs
• Ensure proper check in and check out procedures are followed with room billing requests
• Assist in performing bank audits monthly on staff banks and manage a change bank for the outlets when accounting is closed
• Assist in controlling and monitoring monthly inventories and order departmental supplies and uniforms.
• Courteously and accurately answers inquiries from potential guests and accepts hotel reservations.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Assist with creating schedules and managing the front desk team.
• Establish a primary focus on the front desk team to constantly improve and cross train the team
• Be a second in command when the Front Desk Manager is not available
• Coach and train in order to create one cohesive unit
• Work closely with the Housekeeping & Reservation Departments to improve guest services and foster cross departmental communication
• Participate actively in the daily operation of the Front Desk and Guest Services including AM/PM MOD shifts.
• Performs other duties as assigned, requested or deemed necessary by management.

SKILLS REQUIRED: Good manners, good speaking voice, and good customer relations skills. Legible handwriting, good organizational, supervisory and clerical skills.

QUALIFICATIONS: High school graduate with good math skills and the ability to read, write, and speak English well. Bachelor’s degree in hospitality or related field preferred

PRIOR EXPERIENCE: Prior front desk work and general office work are very desirable.

SPECIFIC REQUIREMENTS: Knowledge of all Front Desk systems and procedures, including computer and telephone equipment; thorough knowledge of features of hotel and property. Must be able to work nights, weekends and holidays.

Must be able to work MOD (AM/PM) shifts including overnight when needed.

PERSONALITY REQUIREMENTS: Must be service-oriented and able to project a friendly, hospitable feeling to the guest. Must be cooperative, calm, patient and enjoy working will all types of people.

RESPONSIBLE FOR: Money, keys and safety issues behind the Front Desk.

PHYSICAL DEMANDS: Must be versatile in the daily routine, sitting, standing, walking, bending, lifting and reaching. Must be able to handle the day-to-day interaction between the guest, staff and management.

WORKING ENVIRONMENT: Working throughout all areas in Front Desk/Guest Services.

NOTICE:

Job descriptions are not intended, and should not be construed, to be exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. While this job description is intended to be an accurate reflection of the requirements of the job, management must reserve the right to add or remove duties from particular jobs when circumstances (e.g. emergencies, changes in workload, rush job, or technological development) dictate. Because of various seasonal requirements, jobs in other areas of the resort may be offered as a replacement for this position to include work in other areas e.g. grounds maintenance, housekeeping, kitchen, etc.

• Valid Drivers License is required
• Experience is a plus!