ASSISTANT FRONT OFFICE MANAGER

Position Summary

The Assistant Front Office Manager assists the Front Office Manage with the daily operation, and supervision of the Front Office Supervisors and Agents, PBX and Reservations.  This hands-on position handles the requests and transactions of the hotel guests and management, and coordinates with the other departments as necessary. The incumbent must utilize available resources to provide excellent Guest Satisfaction.

Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provide opportunities for qualified team members, and contribute towards the ongoing success at Pueblo of Sandia today and in the future.  

Essential Duties & Responsibilities

1. Makes sure that all employees in the front desk department provide our guests with friendly, courteous and timely service.
2. Enforce departmental service standards for Front Desk Agents, Door Attendants, and Bell Staff.
3. Oversee that all staff in the department are fully trained in technical, customer service and sales skills.
4. Conducts performance evaluations and document coaching, training and discipline of employees in a timely manner when necessary.
5. Supervise the daily operations of the Front Desk Agents, Reservations Agents, and PBX staff to comply with SOPs, maximize revenues and motivate employees to ensure an optimal level of quality service and hospitality are provided to the hotel and casino guests.
6. Resolves all guest complaints maintaining a satisfactory impression. Anticipates potential problems by reviewing and monitoring complaints, operational issues business flow and agent performance to ensure high levels customer satisfaction.
7. Prepares work schedules and assigns personnel to meet demands.  Assures that payroll costs conform to budget by scheduling and monitoring staffing levels to ensure that the department is staffed appropriately for business demand without any overtime. 
8. Assists the Front Office Manager develop, manage and monitor department budget.
9. Communicates with Housekeeping to coordinate timely room readiness and room projects.
10. In conjunction with Resort marketing, ensures that casino requests are handled with priority.
11. Coordinates with Reservations, Hotel Sales and Convention Services regarding room blocks.
12. Coordinates with Reservations, Transportation, and Valet Parking to ensure smooth arrival and departure for guests.
13. Communicate closely with the Front Office Supervisors, Executive Housekeeper, Convention Services Manager, Night Audit/ Accounting Department and Lead Concierge to ensure follow-up on any special problems, guest requests, etc.
14. Review daily arrivals to ensure proper handling of VIPs and Return Guests, groups, etc., and to escort VIPs to their rooms.
15. Ensure adherence to all credit procedures in the Front Office; review high-balance report and follow up on credit problems with Financial Accounting Controller.
16. Communicates any variances in a timely manner to the Front Office Manager.
17. Creates an environment of teamwork through strong communication, guidance, and appreciation.

1. Punctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned scheduled each day in accordance with the Attendance Policy for Pueblo Sandia.

 Additional Responsibilities

1. Provides immediate supervision to non-exempt and potentially exempt Team Members and serves in a role where reporting Team Members gain support, feedback, and guidance in their performance of all duties. 
2. Sets business parameters and delegates day-to-day tasks to achieve operational objectives.  Ensures policy, procedures and practices are followed. 
3. Creates an environment of teamwork, through communicating common goals, and show appreciation for Team Members contributions and on-going support. 
4. Supports leadership in lower-level management responsibilities and administrative duties to include mentorship, training, counseling, scheduling, etc. 
5. Attends to Human Resources needs and may interview qualified candidates and recommends the selection of a qualified candidate as directed by leadership.

 Key Performance Indicators

This position has Key Performance Indicators (KPI’s) identified as a measurement of success. KPI’s will be shared to all team members who work in this job title and feedback will be provided regarding the successful completion of the KPI’s as part of the performance review process.

Knowledge, Skills, and Abilities

1. Knowledge of room management systems software.
2. Must have excellent customer service skills.
3. Must have excellent written and oral communication skills.
4. Ability to analyze and solve problems.
5. Effective supervisory skills.
6. Organization/planning skills.
7. Ability to maintain a flexible work schedule.
8. Sound administrative and business management skills.
9. Proven ability to recruit, train, and motivate personnel to balance staffing strength with profitability and growth.
10. Knowledge of organizational structure, workflow, and operating procedures.
11. Ability to create and implement guest service standards and procedures.
12. Ability to proficiently use Microsoft Office programs.
13. Knowledge of applicable Federal, State and local laws.
14. Strong analytical, numerical and reasoning abilities.

   Education and Experience

Required:

1. Associate’s degree in Hotel Management or related field and three (3) years of front desk/office experience including two (2) years of supervisory responsibility. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling five (5) years may substitute for the required education and experience.
2. High School diploma or GED equivalent required.

Note:  Relevant work experience or education may be substituted to satisfy education and/or work experience. 

License/Certifications/Registrations

1. Must be able to successfully pass a stringent background investigation.
2. Will require a pre-employment and random drug screening.

                     Physical Requirements/Working Conditions

The following selected physical activities are required to perform the essential functions of this position

Physical Requirement

                                                       Description

Balancing

Maintaining body equilibrium to prevent falling and walking, standing, or crouching on narrow, slippery, or erratically moving surfaces. This factor is important if the amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.

Crouching

Bending the body downward and forward by bending leg and spine.

Feeling

Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.

Finger Dexterity

Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.

Grasping

Applying pressure to an object with the fingers and palm.

Hearing

Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.

Kneeling

Bending legs at knee to come to a rest on knee or knees.

Lifting

Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles. (up to 20 lbs.)

Pulling

Using upper extremities to exert force to draw, haul, or tug objects in a sustained motion. (Up to 20 lbs.)

Pushing

Using upper extremities to press against something with steady force to thrust forward, downward, or outward. (Up to 20 lbs.)

Reaching

Extending hand(s) and arm(s) in any direction.

Seeing

The ability to perceive the nature of objects by the eye.

Walking

Job requirements include, in the performance of duties, walking throughout the work area, on various work surfaces throughout internal or external locations.

Seeing

The ability to perceive the nature of objects by the eye.

Sitting

Particularly for sustained periods of time.

Standing

Particularly for sustained periods of time.

Stooping

Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles.

Talking

Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

List Working Conditions Required:

The worker is subject to:

• Visual acuity to operate motor vehicles or heavy equipment.
• Environmental conditions: Activities occur inside and outside
• Noise:   There is sufficient noise to cause the worker to shout to be heard above the ambient noise level.