Assistant Front Office Manager- CRC

VALENCIA GROUP•Arlington, TX

2d•Onsite

About The Position

Valencia Hotel Group is seeking an Assistant Front Office Manager to join their award-winning team. The company is a collection of hotels designed for today's passionate traveler, showcasing modern design and classic character. They are looking for outstanding talent to provide exceptional customer service and empower team members to go above and beyond. This full-time, non-exempt position assists with day-to-day Guest Services and Front Desk operations. The role involves ensuring all staff are properly trained and adhere to service standards, and that information is communicated effectively to operations staff to ensure guest satisfaction. The Assistant Front Office Manager also serves as a point of contact for other departments needing to relay information to the front office and acts as manager on duty when required.

Requirements

Strong verbal and written communication skills
Effective time management and problem-solving skills
Ability to work well with a team and demonstrate attention to detail
Must work well in stressful, high-pressure situations
Must maintain composure and objectivity under pressure
Excellent organizational skills and interpersonal abilities
High school or equivalent education required
Minimum 1 year in the hospitality industry
Minimum 1 year in a hotel leadership position
Communicate effectively with others
Works productively with a team
Effective multitasking skills
Professional behavior, able to work for long periods of time
Composure and patience under pressure in a fast-paced environment
Skilled in working with multiple computer programs and files

Nice To Haves

Proficiency in Stay N Touch PMS system is a plus
Housekeeping or Front Office experience preferred

Responsibilities

Assist with day-to-day Guest Services and Front Desk operations
Ensure all staff are properly trained and adhering to service standards
Ensure information is communicated to operations staff in timely and effective manner to ensure guest satisfaction
Serve as point of contact for all other departments needing to relay information to the front office
Act as manager on duty when required
Have a strong presence at the Front Desk, assisting during peak business periods
Monitor Front Desk and Guest Services operations to ensure highest quality of guest relations
Ensure that all guest charges have been balanced, and all appropriate reports have been run
Assist Front Desk Clerks with guest ins and outs
Ensure all rooms and guests are assigned and keys are made
Accept other special duties as required by management
Assist in supervision and performance of all Front Office-related operations and personnel
Ensure the quality of the environment is clean and up to standards
Update information in the computer system as needed
Follow checklist for required duties and timeliness
Perform Cashier functions and handling of cash
Oversee discrepancy report and monitor follow-through
Maintain and promote special guest programs
Record all guest request items and deficiencies into the appropriate tracking system
Be familiar with POS (Tabit) and PMS system (Stay n touch) to be able to trouble shoot any issues
Prepare group information sheets
Maintain log of rooms in out of order status
Complete check-out with balance report
Complete credit check daily
Block rooms for special groups
Participate in room inspection programs
Manage and provide leadership to the Front desk clerks, supervisors and valet associates
Maintain integrity of cost controls and proper maintenance of assets
Work with the Front Office Manager to monitor Front Office quality and costs
Ensure timely and accurate reporting of daily operating results and statistical information as related to revenue and expenses
Be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary
Assimilate complex information, data, etc. from disparate sources and consider adjust, or modify to meet the constraints of the needs
Be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests
Work with and understand financial information and data, and basic arithmetic functions
Complete rate discrepancy report and make needed changes
Block/assign applicable arrivals for the following day, i.e. V.I.P.'s, ESP's, Special Requests, etc.
Work closely with housekeeping with daily room status
Confirm all daily duties are completed by Front Desk Agents and Valet staff
Perform accurate market code and rate posting check at night
Balance and prepare individual paperwork at closing of shift
Assist accounting department with research and guest folio issues
Review cover sheet and resume of groups to assure pertinent information is available to front office
Ensure all work and storage areas are always clean and organized
Ensure supply inventories are taken to prevent any stock-outs
Handle special projects and reports in a timely and consistent manner
Maintain regular attendance in compliance with the Hotel Standards, as required by scheduling which will vary according to the needs of the hotel
Confirm that all Standard Operating Procedures (SOPs) are being followed
Trouble shoot basic maintenance concerns/ requests by guests
Prepare for all guest requests
Maintain quality control of service to be five-diamond
Handle guest situations with problem solving
Deal with guest issues in a professional manner
Oversee guest messages report and ensure delivery of messages is completed in a timely manner
Answer questions and offer information and assistance
Communicate with other departments to fulfill guests’ needs
Maintain an up-to-date knowledge of the surrounding attractions, restaurants, and all concierge services
Be aware of all daily meeting/events and their locations
May need to assist with parking/ retrieving guest vehicles
Interact with other departments to ensure that guest needs are satisfied
Speak with guests in a friendly, warm manner, making them feel welcome to the hotel
Proactively work to seek out ways in which to improve the hotel experience for our guests
Relentlessly train and motivate employees in customer service
Manage overall operation of Front Desk: Including disciplinary action, hiring, and development
Provide continued training in all areas with all employees
Assist and supervise Front Desk Agents with daily duties
Contribute positively to the team within the department
Coach team with training topics and rehearsals
Participate in on-going training
Participate in mandatory meetings (i.e. Department and Manager Staff meetings)
Maintain regular attendance in compliance with Valencia Hotel Group (and its affiliates) standards as required by scheduling which will vary dependent upon the hotel’s needs
Follow up with guests to see that problems are resolved
Complete thorough pass-on emails and verbal pass-ons at the beginning/end of your shift
Send out end of shift reports to the appropriate managers/ corporate accounting
Communicate with all department managers on continuing basis
Communicate with Night Audit each evening/morning
Have a thorough understanding of hotel fire alarm and other emergencies procedures
Comply with Valencia Hotel Group (and its affiliates) standards and regulations to encourage safe and efficient hotel operations
Respond to emergency situations calmly and effectively, per hotel guidelines
Respond to emergencies and notify senior management of any major incidents
Handle confrontations with guests in a professional manner without the use of physical force
Complete property walks during shift to ensure all safety protocols are met
Always comply with Hotel Valencia Standards and regulations to encourage safe and efficient hotel operations
Coordinate maintenance and repair of front office equipment, computer, printer, telephone, etc.
Maintain cleanliness and organization in all work areas
Display courteous behavior with guests and team members
Report any unsafe conditions immediately
Ensure hotel equipment is in proper working condition
Perform any additional duties assigned by the supervisor
Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working