Assistant Front Office Manager

AJS Hotels•Louisville, KY

19h

About The Position

The Assistant Front Office Managers primary role is assisting the Front Office Operations with managing the daily operations and managing and supervising the Front Office staff. This position will also assist with overseeing and supervising guest arrivals and departures, as well as providing a high level of customer service ensuring that personalized service is offered to each and every guest. Work Requirements Assist in ensuring guest satisfaction while maximizing room revenue by supervising Front Office operations Complete the checklist as designed to expedite check-ins for guests. Specifics to include VIP guests, arranging amenities, blocking room, running daily reports and maintaining the logbook Monitor and control daily revenues and expenses by ensuring procedures are followed and proper controls are in place Assist in motivating, supervising, coaching, developing, empowering and disciplining the Front Office Agents Respond to guests' special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business Ensure Standard Operation Procedures are being followed by Front Office staff Establish a positive and effective working relationship with all departments in the hotel Assist in controlling open and closed dates, availability and condition of rooms Complete weekly supply inventories to ensure adequate pars of such Provide a positive, enthusiastic, and productive work environment through setting an example and consistency of daily work habits and standards Stay current, knowledgeable, and abreast of the latest in industry equipment, technology, and techniques Keep the Director informed of all pertinent information related to the department and reports irregularities and problems as they occur along with recommendations for solutions May supervise a mid/large team of support, production, craft or lower-level professional employees May manage elements/portions of a budget Primary contribution is supervising other people Schedules work, approves vacation and manages overtime Assigns and checks work, provides guidance, training, day-to-day direction Knowledge of Front Office policies and procedures and those relating to the safety and security of guests and hotel property

Requirements

College Degree Preferred
Minimum 3 years of a lead role or supervisory experience
Minimum 5 years Front Office experience in a hotel required
Professional appearance and demeanor required
Must be able to communicate effectively with all levels of Management
Must have the ability to handle stress and pressure while maintaining composure
Must have the ability to resolve problems effectively and in a positive manner
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts
Must be detail oriented and have strong organizational skills
Must have proper telephone etiquette
Must be able to multi-task and to meet deadlines
Basic computer skills including Microsoft Office Software including Word and Excel are required; prior experience using Opera is a plus
Ability to read, write and speak English to prepare complex reports of room availability and revenues generated
Basic mathematical skills and considerable skills using a calculator to prepare moderately complex mathematical calculations without error
Must be able to work a flexible schedule including nights, holidays and weekends as business demands

Responsibilities

Assist in ensuring guest satisfaction while maximizing room revenue by supervising Front Office operations
Complete the checklist as designed to expedite check-ins for guests. Specifics to include VIP guests, arranging amenities, blocking room, running daily reports and maintaining the logbook
Monitor and control daily revenues and expenses by ensuring procedures are followed and proper controls are in place
Assist in motivating, supervising, coaching, developing, empowering and disciplining the Front Office Agents
Respond to guests' special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business
Ensure Standard Operation Procedures are being followed by Front Office staff
Establish a positive and effective working relationship with all departments in the hotel
Assist in controlling open and closed dates, availability and condition of rooms
Complete weekly supply inventories to ensure adequate pars of such
Provide a positive, enthusiastic, and productive work environment through setting an example and consistency of daily work habits and standards
Stay current, knowledgeable, and abreast of the latest in industry equipment, technology, and techniques
Keep the Director informed of all pertinent information related to the department and reports irregularities and problems as they occur along with recommendations for solutions
May supervise a mid/large team of support, production, craft or lower-level professional employees
May manage elements/portions of a budget
Primary contribution is supervising other people
Schedules work, approves vacation and manages overtime
Assigns and checks work, provides guidance, training, day-to-day direction
Knowledge of Front Office policies and procedures and those relating to the safety and security of guests and hotel property