Assistant Front Office Manager - Hilton Norfolk The Main

Professional Hospitality Resources, Inc. and Ocean Beach Club LLC•Norfolk, VA

2d•Onsite

About The Position

The Assistant Front Office Manager delivers personalized guest experiences for the property inclusive of pre-arrivals, check-in, check-out, post stay communications, night audit functioning and reporting, arrival experience at front door, luggage assistance and amenity overview while rooming a guest, concierge services and other peripheral guest services up to and including bike rentals in off-season. The position is responsible for the direct supervision of the Front Desk Manager, Night Auditors, Doormen, Bellmen and other guest services personnel. The Assistant Front Office Manager is included in overseeing that the Lobby/Front Entrance area atmospheres remains to spec inclusive of lighting, music, décor and SSI. For properties with a Parking Operations Manager, oversite of the Front Entrance as well as luggage assistance and bike rentals are excluded from the Asst Front Office Manager position. Direct supervision of the Doorman and Bellman is also excluded.

Requirements

Minimum of 2 years experience in supervisory/management position required
Minimum of 3 years experience in front office setting at a major hotel
Strong organizational skills and multi tasking abilities
Excel, Word, Outlook, Access, PMS systems knowledge
Good verbal communication skills
Demonstrated ability to work as a positive member of a leadership team, developing Associates to their maximum potential and maintaining a supportive work environment.
Ability to apply mathematical operations in accomplishing job tasks.
Can define problems, collect data, establish facts and draw valid conclusions from interpretation of extensive and varied technical instructions (in mathematical or diagram form).
Ability to respond to common inquiries or complaints from other departments, guests,regulatory agencies, or members of the business community.
Proficiency with Computer and knowledge of Property Management System.
Ability to read and interpret common scientific and technical journals, financial reports, and legal documents.
Ability to effectively present information to top management, public groups, hotel associates and outside agencies/authorities.
Ability to apply advanced mathematical concepts such as exponents, logarithms, and permutations.

Nice To Haves

Exposure to scheduling, PO processing, time card calculations and expense control systems preferred

Responsibilities

Work directly with the Front Office Manager to share, gain, alignment and set work plan for the department to achieve its annual business plan goals.
Assist with the Hiring and Training of all Front Office Associates.
Assist the Front Office Manager in executing the Operating Plan for your department to provide a playbook for accountability and operational excellence. Proactively anticipate and drive guest service satisfaction and conduct root cause analysis to evaluate gaps in service delivery and initiate corrective action or recommend changes to operating/business plans.
Help create a culture within your department with the assistance of the Front Office Manager, the Executive Committee and Corporate Support Teams that maximizes performance through effective Communication including meaningful Pre-shift, structured weekly 1 on 1s, teamwork and regular performance feedback and recognition (PAFs, RODs, EVALS).
Drive Guest Satisfaction, Revinate, and Trip Advisor scores/rankings by leading by example and managing to exceed guests expectations.
Evaluate guest issues and act as a leader within the hotel driving process improvement in order to eliminate reoccurring problems.
Ensure that all guest requests you receive are satisfied in a timely and efficient manner. Represent the company in handling complaints, arbitrating disputes or resolving grievances with the assistance of the Front Office Manager.
Conduct daily visual inspections of your assigned areas of responsibilities, assessing compliance to owner expectations, PHR Standards, specifications and inventories and brand standards.
Assist in the creation of Front Desk schedules and create Door/Bell schedules (if applicable per property). Assist in managing daily time and attendance consistent with the forecasted occupancies / Covers and department’s approved staffing model.
If applicable to your property, hire and train tipped positions, verifying pay meets expectations for the position.
Assist in ensuring responsible financial management of the company’s assets at all times including completeness and accuracy of the Income Journal, purchasing in accord with the Birchstreet checkbooks, inventory / distribution / auditing of breakfast and guest satisfaction coupons and vouchers, Guest Compensation Logs, Point Compensation Logs and other inventoried and secured items associated with the Front Office.
Perform emergency response duties as required for this role in the Emergency Response Organizational Chart and Plan.
Lead special projects and other responsibilities as assigned. Participate in task forces, committees and other periodic special initiatives as directed.
If applicable to your property, oversee the daily arrival experience keeping the driveways clear, and assisting guests with their luggage at check-in and check-out.
Other duties as assigned.
Assist in reviewing front desk, night audit and security logs and Marriott guest service reports for any entries or incidents, guest names or issues and take appropriate actions to resolve prior to guest arrival.
Assist in handling all guest complaints and ensures that appropriate action and communication are completed and documented to insure proper resolution.
Maintains GSS scores at targeted levels through the implementation of Associate training and coaching sessions based on observations of work performance and compliant handling.
Ensure that all cash variances are properly explained and documented on the daily deposit summaries and payroll deducted if needed.
Monitor the completion of all required statistical data reports and check lists to ensure accuracy from all associates.
Responsible for file compliance and record retention requirements. These reports will be stored in an organized manner for future review purposes.
Be familiar with current marketing initiatives as well as insuring that all staff is equally familiar.
Assist in maintaining monthly incentive programs: Help create new incentives as needed to improve guest satisfaction, sales or profitability performance.