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Overview
The Assistant Front Office Manager will assist in the planning, direction, coordination and execution of all activities and personnel within the front office departments to include front desk, bell/door, PBX, concierge (if applicable). The Assistant Front Office Manager is responsible for ensuring that all front office activities are carried out professionally, to standards and at the highest level of service. The Assistant Front Office Manager will achieve desired outcomes through assisting in the creation, development, and maintenance of a competent, motivated, and empowered staff. The Assistant Front Desk Manager will effectively lead, train, coach, motivate, engage, and provide feedback to the front office staff daily. In the absence of a Front Office Manager, the Assistant Front Office Manager will fulfill this role.
Key Duties & Responsibilities
• Ensure front office staff and management is properly trained to standards and able to carry out the operations of each department.
• Ensure that all complaints regarding service and/or accommodations are investigated and resolved.
• Monitor budgets and payroll records and review financial transactions to ensure that expenditures are authorized and budgeted.
• Establish standards for personnel performance and customer service.
• Review work procedures and operational problems to determine ways to improve service, performance, or safety.
• Provide Leadership / Mentoring to Front Office staff.
• Maintain complete knowledge of all Front Office department policies/service procedures.
• Maintain complete knowledge of all hotel features and services, all room types, rates, special package and promotions, daily arrivals / departures / room availability, scheduled in-house group activities.
• Complete daily walk-through of Front Office department areas observing the following and instruct designated personnel to rectify any organization deficiencies:
• Staffing – numbers, appearance, attitude
• Operational cleanliness and maintenance
• Service – appearance, merchandising, attitude
• General crispness, quality and consistency of operation
• Storage areas – organization, cleanliness, inventories and care of equipment
• Review and respond to daily operational demands as it relates to the hotel.
• Prepare weekly, monthly, quarterly and yearly departmental financial and payroll forecasts.
• Monitor security of public areas of the hotel.
• Establish par levels for supplies and equipment.
• Provide training, development, professional discipline, and positive support for all department employees to ensure qualitative standards and growth, depth and development.
• Create and maintain a quality, professional work environment.
• Assist in the performance appraisal process by providing performance related feedback to the department head.
• Anticipate guests’ and employees’ needs and respond promptly.
• Promote positive guest relations at all times.
• May conduct pre-shift meetings to review information pertinent today’s business.
Education and Experience
- Bachelor’s Degree (four-year college or university) preferred: or 3 Years’ Work Equivalent
- Computer skills required. Familiarity with Microsoft Office preferred. Experience with hotel information systems is required.
Crestline Hotels & Resorts is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender, identity, or disability status.
