Assistant Manager Front Office

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard, and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check-in and check-out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

Candidate Profile:

Education and Experience:

• High school diploma or GED; 2 years experience in guest services, front desk, or a related professional area.
• OR
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Core Work Activities:

Supporting Management of Front Desk Team:

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Supervises and manages employees, managing all day-to-day operations.
• Understands employee positions well enough to perform duties in employees' absence.
• Ensures employee recognition is taking place on all shifts.
• Establishes and maintains open, collaborative relationships with employees.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals:

• Manages day-to-day operations, ensuring quality, standards, and meeting the expectations of customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.
• Strives to improve service performance.
• Collaborates with the Front Office Manager on ways to continually improve departmental service.
• Communicates a clear and consistent message regarding Front Office goals to produce desired results.
• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Ensuring Exceptional Customer Service:

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Serves as a role model to demonstrate appropriate behaviors.
• Sets a positive example for guest relations.
• Displays outstanding hospitality skills.
• Empowers employees to provide excellent customer service.
• Interacts with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction.
• Provides feedback to employees based on observation of service behaviors.
• Handles guest problems and complaints effectively.
• Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies:

• Implements the customer recognition/service program, communicating and ensuring the process.
• Ensures compliance with all Front Office policies, standards, and procedures.
• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Additional Responsibilities:

• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Informs and/or updates executives, peers, and subordinates on relevant information in a timely manner.
• Functions in place of the Front Office Manager in his/her absence.
• Communicates critical information from pre- and post-convention meetings to the Front Office staff.
• Participates in department meetings.