Assistant Front Office Manager

Hilton New Orleans Airport•Kenner, LA

22h•Onsite

About The Position

Oversees the overall operation of the entire hotel during the evening and/or night shift to ensure guest satisfaction and safety. This position has full hotel authority in the absence of the General Manager and Front Office Manager during the night shift. Follows up and makes decisions affecting guest and team member issues. Maintains direct supervision over all night shift team members. Exercises full hotel authority in the absence of the General Manager during the night shift. Serves as Manager-On-Duty to ensure effective interdepartmental operations and to address and resolve guest and team member questions or issues. Ensures total guest satisfaction and safety. Oversees the preparation of daily summary reports for distribution to various hotel departments on the day's business activities. Supervises and trains night Guest Services Agents to ensure guests are satisfied with their stay and reports are accurately completed. Maintains overall supervision of all night shift team members Communicate effectively both orally and in writing to provide clear direction to staff. Monitor lobby traffic and make staffing adjustments as required. Review VIP and Airline reservations and ensure proper handling of VIPs and groups, administer amenity orders and resumes for incoming guests. Update system by inputting inventory and non-inventory groups. Monitor special reservation requests handling and oversee rate changes on in-house guests. Manage front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel. In addition to performance of the essential functions, this position may be required to perform a variety of supportive functions, such as talking and interacting with guests to help ensure a relaxing and entertaining environment within the hotel, handling guest relocations whenever necessary, and other duties and project management as assigned. Addresses concerns and reviews the status of night operations and issues with Department Heads and General Manager to ensure quality and continuity in operations. May be required to work overnight shifts and manages any emergencies that arise during the night shift.

Requirements

Knowledge of computer systems for registration, reservations, communications and back-up systems.
Mathematical comprehension to understand and interpret numbers as they apply to operations.
Ability to read, write, speak and understand the English language to communicate with guests and team members.
Ability to effectively deal with internal customers and external guests, which requires tact, patience, and diplomacy.
Ability to lead, delegate, follow up and supervise staff.
Knowledge of handling hotel emergencies (fire, theft, natural disaster) is very helpful.
High school graduate or equivalent required.
At least 2 years of front desk and/or guest services experience.
Supervisory experience required.

Nice To Haves

Complete knowledge of hotel operations preferred.
Two or four year college degree preferred.
Management experience preferred.
Previous experience with emergencies helpful.
CPR Certification and/or First Aid Training is preferred.

Responsibilities

Oversees the overall operation of the entire hotel during the evening and/or night shift to ensure guest satisfaction and safety.
Has full hotel authority in the absence of the General Manager and Front Office Manager during the night shift.
Follows up and makes decisions affecting guest and team member issues.
Maintains direct supervision over all night shift team members.
Serves as Manager-On-Duty to ensure effective interdepartmental operations and to address and resolve guest and team member questions or issues.
Ensures total guest satisfaction and safety.
Oversees the preparation of daily summary reports for distribution to various hotel departments on the day's business activities.
Supervises and trains night Guest Services Agents to ensure guests are satisfied with their stay and reports are accurately completed.
Maintains overall supervision of all night shift team members.
Communicates effectively both orally and in writing to provide clear direction to staff.
Monitors lobby traffic and makes staffing adjustments as required.
Reviews VIP and Airline reservations and ensures proper handling of VIPs and groups, administers amenity orders and resumes for incoming guests.
Updates system by inputting inventory and non-inventory groups.
Monitors special reservation requests handling and oversees rate changes on in-house guests.
Manages front desk operations by completing a checklist of important daily tasks, determining room and rate availability and making decisions that are in the best interest of the hotel.
Talks and interacts with guests to help ensure a relaxing and entertaining environment within hotel.
Handles guest relocations whenever necessary.
Addresses concerns and reviews the status of night operations and issues with Department Heads and General Manager to ensure quality and continuity in operations.
Manages any emergencies that arise during the night shift.