Assistant Front Office Manager

BALBOA BAY CLUB VENTURES LLC•Newport Beach, CA

21h•$70,304 - $75,000•Onsite

About The Position

Position Summary: Responsible for assisting the Front Office Manager, managing Front Office functions, building, and managing our VIP programming and support team effectively to provide the highest service standards as they relate to efficiency, professionalism, accuracy, and customer service. Ensures Team Member satisfaction and maximizes financial and operational performance of the Front Office. Responsible for training team members on standards, policies and procedures. Assist with mentoring and developing supervisors and team members. Duties & Responsibilities Primary Responsibilities/Essential Functions: Assists the Front Office Manager in all aspects of the department and manages our VIP Programming as well as day-to-day operations to ensure all service standards, including Forbes, are being followed and guests’ expectations are being met daily. Assists in the development of strategies, like up selling to optimize revenue generation. Provides guidance and leadership to all sectors of front office operations. Communicates all pertinent information throughout the front office department through conducting pre-shifts, Forbes focus activities, distributing emails, and holding departmental meetings. Assists with selection, training, scheduling, supervising, developing, disciplining and counseling team members according to property policies and procedures. Ensures Guest Services Agents consistently review expected arrivals in advance, checks guests in/out of property according to procedures, ensures accurate guest billing, and makes reservations outside of hours if needed. Ensures Guest Services Agents are adhering to all established accounting and cashiering practices including processing package adjustments, transfers, write- offs and disputes. Ensures overall organization and operation of the Night Audit Operations. Ensures day's revenue balances are reconciled, payments to the guest ledger are processed, and the accounts receivables are balanced. Ensures the Night Audit balances and verifies the summary of dialing transactions in the hotel. Ensure enrollment into loyalty programs are ongoing for new guests. Ensure all program members are satisfied and recognized. Resolves guest complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft. Notifies management of any problems resulting from guest complaints, intoxication or disruptive behavior. Follows all safety policies and procedures. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team members have the responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS. Reporting to work as scheduled (on time and on regular basis) is an essential function of the job. Other Responsibilities/Supportive Functions: Receives and records vouchers, credit cards, personal checks, business checks, cash, and other forms of payment. Converts foreign currency at current posted rates. Maintains the integrity of the room inventory and optimizes room revenue when blocking or rooming guests. Responds to emergency calls and ensures operational support areas are covered to provide excellent customer service. Effectively deals with internal and external customers, some of whom may require a high level of patience, tact and diplomacy to defuse anger. Collects accurate information and resolves conflicts. Keeps immediate manager promptly and fully informed of any problems, potential safety issues, or unusual situations so prompt corrective action may be taken. Communicates with other departments to fulfill guest needs. Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents. Other duties as assigned. Note: This job description is not intended to be all-inclusive. Team Members may perform other related duties as required to meet the ongoing needs of the organization. Management reserves the right to add, modify, change or rescind work assignments and to make reasonable accommodations as needed

Requirements

High school diploma or general education degree (GED); or equivalent combination of education and experience.
Two or more years related experience required working in a Luxury 4/5 Diamond hotel or resort .
Requires ability to lead others in the department by mentoring and providing training that results in staff that meets/exceeds guest expectations and provides a high level of guest satisfaction.
Requires advanced knowledge of accounting and bookkeeping transactions commonly used at comparable hotel or resort.
Must have excellent customer service/communication skills to work with guests of various social, cultural, economic and educational backgrounds for the purpose of resolving problems/complaints and providing a high level of guest satisfaction.
Able to use mathematics to solve problems.
Requires ability to use computers programmed with accounting software to record, store and analyze information.
Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Requires attention to detail.
Must be able to solve problems and remain calm and alert if dealing with difficult guest, during busy activity periods or in an emergency.
Must be able to speak, read, write and understand English to understand instructions, safety rules, and communicate with guests.
Able to work independently with minimal guidance and as part of a team.
Completes all required training as scheduled.
Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends and alternate shifts.
Must maintain a clean, well-groomed appearance and professional demeanor.

Nice To Haves

Prior lead or supervisory experience in similar role desired.

Responsibilities

Assists the Front Office Manager in all aspects of the department and manages our VIP Programming as well as day-to-day operations to ensure all service standards, including Forbes, are being followed and guests’ expectations are being met daily.
Assists in the development of strategies, like up selling to optimize revenue generation.
Provides guidance and leadership to all sectors of front office operations.
Communicates all pertinent information throughout the front office department through conducting pre-shifts, Forbes focus activities, distributing emails, and holding departmental meetings.
Assists with selection, training, scheduling, supervising, developing, disciplining and counseling team members according to property policies and procedures.
Ensures Guest Services Agents consistently review expected arrivals in advance, checks guests in/out of property according to procedures, ensures accurate guest billing, and makes reservations outside of hours if needed.
Ensures Guest Services Agents are adhering to all established accounting and cashiering practices including processing package adjustments, transfers, write- offs and disputes.
Ensures overall organization and operation of the Night Audit Operations.
Ensures day's revenue balances are reconciled, payments to the guest ledger are processed, and the accounts receivables are balanced.
Ensures the Night Audit balances and verifies the summary of dialing transactions in the hotel.
Ensure enrollment into loyalty programs are ongoing for new guests.
Ensure all program members are satisfied and recognized.
Resolves guest complaints within scope of authority; otherwise refers the matter to management.
Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
Notifies management of any problems resulting from guest complaints, intoxication or disruptive behavior.
Follows all safety policies and procedures.
Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations.
Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.
Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.
Receives and records vouchers, credit cards, personal checks, business checks, cash, and other forms of payment.
Converts foreign currency at current posted rates.
Maintains the integrity of the room inventory and optimizes room revenue when blocking or rooming guests.
Responds to emergency calls and ensures operational support areas are covered to provide excellent customer service.
Effectively deals with internal and external customers, some of whom may require a high level of patience, tact and diplomacy to defuse anger.
Collects accurate information and resolves conflicts.
Keeps immediate manager promptly and fully informed of any problems, potential safety issues, or unusual situations so prompt corrective action may be taken.
Communicates with other departments to fulfill guest needs.
Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents.
Other duties as assigned.