Assistant Front Office Manager

Table of contents

Job description

Assistant Front Office Manager, which usually is an entry level management position, is responsible for assisting with overseeing the Front Office operations (Front Desk, Concierge, Guest Relations, Business Center, PBX, etc.). Assistant Front Office Manager performs the duties of the Front Office Manager and coordinates operations in the absence of the Front Office Manager.

Essential duties

Ensures Front Office duties are fulfilled according to hotel policy and procedure, i.e., proper public relations techniques are applied, calls are made both courteously and professionally stating first name, calls are answered in a timely manner and the proper greetings are used, messages and faxes are processed correctly and efficiently, guest complaints and problems are treated with in a courteous and professional manner, and ensure follow through, follow up calls are made to guest and time of tasks fulfilled.

Observes Front Desk Agents and ensure that created procedures are fulfilled according to policy and procedure, (i.e. proper public relations techniques are applied, guests are treated both courteously and professionally. Proper identification, input of personal information, and credit are created and all posting, rate schedules, packages, cash transactions, account settlements and deposits are completed correctly).

Oversees the completion of training for the departments (Front Desk, PBX, Concierge, Reservation and Executive Lounge). Direct and help staff organize breaks, ensuring that all work is fulfilled efficiently and according to schedule. Monitor all checklists making sure they are being fulfilled correctly and in a timely fashion.

Leads by example—arriving at workplace on time with tools and all equipment needed for service as well as ensuring staff follows suit. Reviews current days expected arrivals and check all VIP and special request reservations to ensure that all arrangements are correct, blocked properly and other departments are notified of room assignment. Balances the house and block rooms according to standard. Reviews the daily room availability and inform staff in Buzz sessions. Checks status of departures on a daily basis. Makes sure all stock for necessary printing is ordered. Relays all pertinent information to Front Desk Agents, telecommunications, the following shift supervisor, Night Audit, and the Front Office Manager. Ensures Night Audit is processing all tasks correctly and completely.

Ensures all necessary reports, edited time punches, daily department associate audits, and forms are fulfilled daily. Track and log all upgrades, call-offs, and guest complaints. Assist in new-hire and termination process. Screen guest services applicants, complete reference checks, new hire paperwork, and all associate paperwork for payroll processing. Complete guest accounting with accuracy and ensure skip accounts are fulfilled in a timely manner. Review that cancellation and no-show fees are being fulfilled by night audit. Assist with reviewing department invoices and departmental monthly budget.

Percentage of time oriented duties

Guest satisfaction goals for hotel must be achieved and improved over time as indicated through annual goals (B, 35%)

Responsible for ensuring Front Office staff is adhering to standards.

Deals with guest complaints, ensuring a high level of satisfaction and high guest service scores.

Supervises guest service department in absence of Guest Service manager.

Assist Front Office Manager in hiring Front Office staff.

Ensures excellent guest service is the top priority in the hotel.

Employees satisfaction goals for hotel must be archieved and improved over time as indicated through annual goals (B, 25%)

Assists front office employees with problems and concerns.

Helps implement incentive programs, coaches and corrects, provides staff feedback and motivation.

Assists Front Office Manager in supervising Front Office staff. Evaluates employees performance and monitors productivity.

Assists Front Office Manager in preparing and implementing training programs for both new and existing staff members.

Achieves monthly and annual financial goals through proper management of the guest and Front Office employees experience (B, 10%)

Oversees cash systems and closing policies and procedures.

Assists Front Office manager in financial responsibilities including staffing, scheduling, and purchasing.

Promotes Front Office up-sell and additional revenue programs

Other Responsibilities (B, 30%)

Performs the duties of the Front Office Manager and coordinates operations in their absence.

Ensures all Front Office shift checklists are fulfilled.

Completes projects as assigned by the manager

Works as Manager on Duty in absence of Front Office Manager, Rooms Division Manager, or Hotel Manager.

Performs duties of subordinates in peak business periods; maintain high visibility during peak period in order to ensure smooth running of operations, promote good public relations, take corrective actions and follow through customers’ complaints to ensure their satisfaction.

Day-to-day oriented duties

Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.

Oversees and supervises all duties performed by all Front Office employees.

Creates and posts all Front Office shift schedules of next week on Thursday by 12 noon.

Ensures that all Front Office employees complete their essential duties before their departure.

Ensures that all Front Office employees are posted at their stations at posted time. Assists with all sick calls or tardiness by finding proper coverage, report to work and stay until proper coverage can be found.

Greets VIP guests upon their arrival and escorts them to their room. Creates and maintains good rapport and offers assistance for the duration of their stay.

Is able to assist with any scheduled shift problems on the Night audit shifts.

Maintains and monitors that all Front Office employees follow proper cash handling procedures.

Monitors the "guest ledger" and its proper daily maintenance.

Meets and maintains the "guest comment card" return ratios required by the hotel and management.

Supports daily Front Desk shift operations.

Takes complaints, settles disputes, and resolves grievances and conflicts, or otherwise negotiates with others.

Supports training of staff on adherence to all credit policies and procedures to reduce bad debts and rebates.

Supports same day selling procedures to maximize room revenue and property occupancy; Maximize hotel revenue by controlling room inventory, group blocking, packages, up selling.

Takes care of “overbooking” and “walking” guests according to hotel policies and procedures.

Understands the impact of Front Desk operations on the overall property financial goals and objectives.

Takes care of guest problems and complaints seeking assistance from supervisor as necessary.

Interacts with guests to obtain feedback on product quality and service levels.

Supports implementation of customer recognition/service programs, communicating and ensuring the process.

Assists in the review of comment cards and guest satisfaction results with employees.

Ensures employees have the proper Front Office operational supplies and uniforms.

Keeps abreast of all emergency procedures, hotel promotions, product knowledge, VIP arrivals, upcoming events and brief direct subordinates accordingly so that all Front Office staff are able to answer guest requests and questions.

Performs all duties at the Front Desk as necessary.

Performs all duties at Switchboard, Concierge and Guest Services operations.

Complies with loss prevention policies and procedures.

 Assistant Front Office Manager

Requirements

EXPERIENCE REQUIREMENTS:

Four-year college degree preferred.

Minimum of 2 years’ experience in hotel front desk and reservations operations.

Minimum of 9 months of supervisory experience.

Two to Three Years Management Experience preferred.

Strong working knowledge of business software with emphasis on MS Excel, Word, Power Point, and Visual One.

Professional demeanor, attitude and appearance.

Strong work ethic.

Ability to effectively communicate to guests, employees and management.

Ability to perform under pressure and with deadlines.

Ability to solve problems using common sense and hotel policy.

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 accommodation, using some other combination of knowledge, skills, and abilities:

Must be able to speak, read, write and understand the primary language(s) used in the workplace.

Must be able to read and write to facilitate the communication process.

Requires good communication skills, both verbal and written.

Extensive knowledge of the hotel, its services and facilities.

Must have excellent customer relations skills and leadership capability.

Must be detail oriented with outstanding organizational and communication skills.

Must possess basic computational ability.

Must possess basic computer skills.

Must have excellent leadership capability and customer relations skills.

Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

Mental strain may be caused by dealing with irritable and demanding guests and callers, handling emergencies, and handling the day to day problems of operations. Physical fatigue may be caused due to long hours, and handling the day to day problems of the operation. Long periods of standing.

Salary (last updated: May 22, 2019)

According to Indeed, average salary of Assistant Front Office Manager in the United States is $41,750/year. The salary is estimated from 123 employees, users, and past and present job advertisements on Indeed in the past 36 months.

The national average salary for an Assistant Front Office Manager is $45,374 in United States based on 21,361 salaries submitted anonymously to Glassdoor by Assistant Front Office Manager employees.

Four seasons

The typical Four Seasons Assistant Front Office Manager salary is $59,663. Assistant Front Office Manager salaries at Four Seasons can range from $56,810 - $72,554. This estimate is based upon 4 Four Seasons Assistant Front Office Manager salary report(s) provided by employees or estimated based upon statistical methods. When factoring in bonuses and additional compensation, a Assistant Front Office Manager at Four Seasons can expect to make an average total pay of $65,207.

Hilton

The typical Hilton Assistant Front Office Manager salary is $44,560. Assistant Front Office Manager salaries at Hilton can range from $30,339 - $61,269. This estimate is based upon 19 Hilton Assistant Front Office Manager salary report(s) provided by employees or estimated based upon statistical methods. When factoring in bonuses and additional compensation, a Assistant Front Office Manager at Hilton can expect to make an average total pay of $45,123.

Marriott

The typical Marriott International Assistant Front Office Manager salary is $44,620. Assistant Front Office Manager salaries at Marriott International can range from $31,091 - $80,342. This estimate is based upon 15 Marriott International Assistant Front Office Manager salary report(s) provided by employees or estimated based upon statistical methods. When factoring in bonuses and additional compensation, an Assistant Front Office Manager at Marriott International can expect to make an average total pay of $45,648.

IHG

The typical InterContinental Hotels Group Assistant Front Office Manager salary is $52,357. Assistant Front Office Manager salaries at InterContinental Hotels Group can range from $29,406 - $56,634. This estimate is based upon 9 InterContinental Hotels Group Assistant Front Office Manager salary report(s) provided by employees or estimated based upon statistical methods. When factoring in bonuses and additional compensation, an Assistant Front Office Manager at InterContinental Hotels Group can expect to make an average total pay of $52,357.

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