Asst. Front Office Manager

DEPARTMENT:     Operations

STATUS:               Full-time/Management/Exempt

REPORTS TO:       FOM

SUBORDINATES:  Guest Service Agent, Reservationist, Night Auditor

 

Job Summary:                           

 

To assist in managing all facets of the Front Office Related areas ensuring high levels of guest service and satisfaction. Includes Front Desk, Reservations, Guest Service, Traffic Flow, Bell Staff, and related work areas. Anticipates flow of guests in the hotel and is proactive in communicating a plan for arrivals, departures, and parking. Responsible for sellout efficiency, SALT, ancillary revenue areas.

 

Essential Job Functions:
 

·     Supervises Front Desk staff: hiring, firing, performance evaluations, training, and development.

·     Maintains standards of guest service quality.

·     Achieves budgeted revenues and expenses and maximizes profitability related to the guest services department.

·     Contributes to the profitability and guest satisfaction perception of other hotel departments.

·     Develops short term and long-term financial and operational plans for the guest service department, which relate to the overall objectives of the hotel.

·     Increases level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image.

·     Manages in compliance with established company policies and procedures.

·     Manages in compliance with local, state and federal laws and regulations.

·     Manages the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.

·     Maintains procedures for credit control and handling of financial transactions.

·     Maintains procedures for security of monies, guest security and emergency procedures.

·     Receives departmental related guest complaints and ensures corrective action is taken.

·     Schedules staff according to labor standards and forecasted occupancy.

·     Ensures staff uses correct guest interaction skills.

·     Performs other related duties as required.

·     Ensures cross-selling of other Shamin Hotels by hotel staff.

·     Knows and complies with all company policies and procedures pertaining to this position and its duties.

·     Rewards employees who use their empowerment to meet or exceed guest expectations

·     Ensures cross-selling of other Shamin Hotels by hotel staff.

 

TOP Requirements: 
 

·     Lead by example:  Team Up, Own It and Passionately Serve!

·     Create and foster a TOP Culture within your department. 

·     Give Shout Outs to your Team Members that Team Up, Own It or Passionately Serve.   

·     Teach, mentor, and direct your team to exemplify the TOP Culture.

·     Recruit and hire team members who embody our TOP Culture. 

·     Assure that you develop your team by sending them to TOP training.

·     Prepare your associates to take on more responsibility and recommend TOP associates for promotion.  

·     Demonstrate self-confidence, energy and enthusiasm at all time

·     Being comfortable with the high level of visibility and the TOP leadership role within the company.

 

 Qualification Summary:                                                                         

 

Education & Experience: 

·     High school diploma or GED certification required.

·     Bachelor’s Degree and/or extensive experience in a hotel or related field required.

·     3 years of hotel brand experience preferred.

·     Strong financial knowledge required.

·     Valid driver’s license from the appropriate state.

·     Driving record approved by insurance carrier guidelines. 

·     Must be able to work with and understand financial information and data, and possess basic mathematical skills

·     Reading, Writing, Basic Math

·     Basic Computer skills:  Microsoft Outlook, Word, Excel etc.

·     Knowledge of Brand systems preferred.

 

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of the job, the employee will be required to:

§  Long and varied hours standing are often required (8 hours).

§  Ability to use hands to fingers, handle, feel, talk and hear

§  Bending, reaching, stooping or crouching on occasion

§  Light work – Exerting up to 25 pounds of force occasionally and/or up to 10 pounds of force frequently to lift, carry, push, pull or otherwise move objects.  

§  Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.  

§  Ability to see, hear, speak, read, write and understand English.

 

Mental Requirements:

·     Must be able to convey information and ideas clearly, both oral and written in English.

·     Must be able to evaluate and select among alternative courses of action quickly and accurately

·     Must be able to work well in stressful, high-pressure situations including the ability to handle guest complaints and disputes while resolving them even if the situation did not begin with them.

·     Must maintain composure and objectivity under pressure.  Must be respectful and maintain a calm demeanor.

·     Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems.

·     Must have the ability to assimilate complex information, data, etc. from various sources and consider, adjust or modify to meet the constraints of the particular need.

·     Must be effective at listening to, understanding and clarifying concerns and issues raised by team members and guests.

·     Must be able to work with and understand financial information and data, and basic arithmetic function.

·     Must be able to work with a myriad of personalities and levels within the hotel and outside sources

·     Must be able to negotiate with clients while understanding the budgeted goals of the hotel(s) that need to be attained

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