Front Desk Assistant Manager

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Description

The Front Desk Assistant Manager is responsible for assisting the Front Desk Manager with the operation of the Front Office in an attentive, friendly, efficient, and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy. Management-level associates are expected to work as much of each workday as is necessary to complete their job responsibilities.

Responsibilities

• Approach all encounters with guests and employees in an attentive, friendly, courteous, and service- oriented manner.
• Respond to all guest requests, problems, complaints, and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous, and efficient manner. Follow up to ensure guest satisfaction.
• Assist to Motivate, coach, counsel, and discipline all Front Desk personnel according to Avion Hospitality S.O.P.'s.
• Assist with the development of employee morale and ensure training of Front Desk personnel.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate efficiency, monitor credit report, and maintain loose observation of daily house count.
• Attend all required Rooms Merchandising meetings with all appropriate reports and documentation necessary to establish select sell guidelines and implement appropriate restrictions.
• Assist with supervision of the Night Audit function and monitor the House Charge Worksheet and Flash Report for accuracy.
• Review Front Desk staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
• Assist with the preparation of the employee Schedule according to business forecast, payroll budget guidelines, and productivity requirements. Present the Wage Progress Report to the General Manager weekly.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Maintain Avion Hospitality S.O.P.'s regarding Purchase Orders, vouchering of invoices, and checkbook accounting.
• Ensure that Wage Progress, Productivity, and the Ten-Day Forecast are completed on a timely basis according to Avion Hospitality S.O.P.'s.
• Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation, analysis, and simple programming.
• Monitor proper operation of the P.B.X. console and ensure that employees maintain Avion Hospitality S.O.P.'s in its use.
• Obtain all necessary information when taking room reservations.
• Follow and enforce all Avion Hospitality hotel credit policies.
• Process and handle guest laundry (property-specific).
• Ensure that employees are, at all times, attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
• Maintain and monitor "Lost and Found" procedures and policies according to Avion Hospitality standards.
• Establish and maintain a key control system.
• Review daily Front Office work and activity reports generated by Night Audit.
• Review Front Office log book and Guest Request log on a daily basis.
• Other duties as required.
  
  

Requirements

• At least 5 years of progressive experience in a hotel or related field, or a 2-year college degree with 3 or more years of relevant experience, or a 4-year degree with at least 1 year of related experience.
• Supervisory experience required.
• Proficiency in Windows operating systems required.
• Ability to communicate information and ideas clearly.
• Quick and accurate evaluation of alternative courses of action.
• Ability to remain calm and composed in stressful, high-pressure situations.
• Effective problem-solving, including anticipating, preventing, identifying, and resolving issues.
• Ability to process complex information and adjust it to meet specific needs.
• Strong listening skills, with the ability to understand and clarify concerns raised by co-workers and guests.
• Comfortable working with financial data and basic arithmetic functions.