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 the guest services, front desk, or 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
Understanding 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 the quality, standards and meeting the expectations of the customers on a daily basis
Develops specific goals and plans to prioritize, organize, and accomplish your work
Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating 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 the 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 evaluating results to choose the best solution and solve problems
Informs and/or updates the executives, the peers and the 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

Assistant Front Office Manager