Assistant Front Office Manager

To keep all Front Office Agents, Night Audits, Bell/Valet and team members well trained in every section of the department. Keep communications open between staff and all departments to avoid any misunderstanding of the hotel’s goals, guest relationships, and the type of service that is required. Promote the morale of department team members. Maintain guest standards for service by: anticipating guests’ needs, ensuring requests are followed up on, monitoring and recognizing guest service trends and acting on them. Ensure V.I.P. service and local tourist information is provided to all guests of the hotel. Work closely with the Front Office Manager.

ESSENTIAL FUNCTIONS:

Orient and train all Front Office new team members, familiarizing them with the training checklist, Front Office duties, and procedures. Monitor progress, give consultation when needed. Assist the Front Office Manager in giving annual team member evaluations.

Assist team members during peak activity periods. Handle cash, make change and balance an assigned house bank. Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Train team members with the ability to handle guest concern’s immediately and confidently. Encourage and promote an active team member empowerment atmosphere.

Review V.I.P. reservations, amenity orders, and resumes for incoming and in-house guests. Control the room block to ensure suites and special blocks are handled correctly. Communicate with other departments to ensure proper handling of guests and groups. Oversee Concierge operations, to ensure that special touch is met and exceeded.

Ensure continuous courteous service and immediate response to guest requests to department team members within Hilton Columbus and Olshan Properties standards. Prompt and clear e-mail communication, as well as telephone/radio communication while informing other departments of guest needs.

Ensure that daily preparations are completed for arriving and departing guests. Manage room inventory on sold out nights to maximize the hotel’s revenue potential. Proficiency in OnQ R&I is required. Complete a thorough verification of room and tax charges to be posted nightly. Handle all room discrepancies with Housekeeping. Manage guest billing, to ensure that method of payment has been collected, that there is credit to cover the bill, and that a high balance has not been exceeded above $2,000. Maintain control over rate changes on in-house guests’ folios.

Assist the Front Office Manager in maintaining and developing a work schedule for supervised staff, to include Guest Services Agents, Bellmen, and Valet team members. Maintain and control payroll expenses within Hilton Columbus budget guidelines. Monitor lobby traffic and make staffing adjustments accordingly. Resolve any team member complications that may arise, with accordance of the Team Member Handbook and Human Resources assistance, if necessary.

Participate in the Manager on Duty program. Conduct monthly departmental meetings and Hilton Learning Conversations. Participate in departmental and hotel meetings, monthly Front Office Manager Webinars (hosted by Hilton), and monthly Blue Energy meetings.

Assist the Front Office Manager in establishing, maintaining, and monitoring HOTSOS.

Monitor parking.

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination supportive functions, with the percentage of time performing each function to be solely determined by the Front Office Manager, Director of Rooms, and the General Manager, based upon the particular requirements of the Hotel. Participate in the Manager on Duty Program.

OTHER:

Regular attendance in conformance with the standards, which may be established by the hotel from time to time, is essential to the successful performance of this position. Team Members with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

Upon employment, all Team Members are required to fully comply with hotel rules and regulations for safe and efficient operation of hotel facilities. Team Members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodations, using some other combination of skills and abilities.

Ability to supervise, coordinate and motivate the activities of the department staff.

Ability to react quickly/decisively to changes in the Front Office and Hotel

Considerable knowledge of mathematical skills (addition, subtraction, multiplication, and division) to maintain comment card reports, budgets, and various other reports

Ability to type a minimum of 50 words per minute, while being proficient with Microsoft Office Suite and E-mail services

Ability to learn Front Office computer programs OnQ and R&I quickly, and display Proficiency.

Ability to walk and stand for extended periods of time

Ability to understand and use Yardi Payable Systems

Physical capability to retrieve valeted cars with a sense of urgency

Ability to concentrate in high volume high-pressure area

Possess effective communication skills

Ability to analyze trends in comment card scores, safety reports, SALT scores, turnover and help set applicable policies

Visual ability to read manufacturer’s instructions, correspondence, etc.

Ability to write and speak English, to comprehend and communicate instructions to both the hotel and its clients

Ability to grasp, lift, and carry or otherwise move goods weighing a minimum of 25 lbs.

Ability to perform duties in a confined space

Ability to perform tasks requiring bending, stooping, and kneeling

Ability to remain calm in emergency situations and to effectively deal with the internal and external guests, some of whom require patience, tact and diplomacy to defuse anger, collect accurate information, and solve guest concerns

Knowledge of training techniques. Ability to develop and train subordinates and accomplish goals in a timely manner

Ability to work under time constraints and deadlines while being productive in quantity and quality of work.

Ability to delegate effectively

Ability to work in a 365 day environment and be on call 24 hours. Must work a minimum of 45 hours/ week.

Ability to use finger/hand movements for extended periods of time. Finger and hand dexterity to manipulate switches, writing instruments, a computer keyboard, etc

Knowledge of OSHA standards for chemical use and ability to train new team members in applicable usage of all chemicals in accordance to OSHA laws

Ability to work in conditions which may be occasionally hot and noisy

Knowledge of First Aid and CPR applications

Protect employer’s privacy and data; keep passwords safe.

QUALIFICATION STANDARDS

Education: High School Graduate or equivalent. Additional education or experience

to meet the required job knowledge, skills, and abilities. Basic Front Office

knowledge gained by experience or formal training. College Degree in Hotel/Restaurant Management preferred.

Experience: Minimum of 2 years Hotel Front Desk experience and one year Front Office Supervisory experience required. Previous Hotel/Restaurant Management experience preferred.

Supervisory skills acquired through formal education or on the job training.

Must possess general knowledge of hotel operations.

Licenses or Certificates:

Valid Driver’s License.

Ability to obtain CPR, First Aid, and TIPS certifications.

Grooming:

All Team Members must maintain a neat, clean and well-groomed appearance.

Other: Additional language ability preferred.