Assistant Front Office Manager

Marriott San Antonio Airport•San Antonio, TX

11d•Onsite

About The Position

In the absence of the Front Desk Manager, this role takes charge of the operations of the Front Office Department. Primarily reporting to the Front Desk Manager, this position assists with short- and long-term operational planning and ensures guests have the highest quality experience. This role also serves as the manager on duty for the entire property in the absence of senior management.

Requirements

Requires advanced knowledge of the principles and practices within the hospitality industry.
Experiential knowledge required for management of people and complex problems.
Ability to study, analyze and interpret complex activities and/or information in order to improve new practices or develop new approaches.
Ability to make decisions with only general policies and procedures available for guidance.
Supervisory/management skills.
Must possess communication skills in terms of the ability to negotiate, convince, sell and influence professionals and/or hotel guests.
Two-year college degree or equivalent education/experience.
Two to three full years of full-time employment in a supervisory position with this hotel or other hotel companies.
Excellent speech communication skills are required to communicate both in person and via telephone with guests, Associates and corporate contacts in a professional and extensive manner.
Excellent literacy is required.
Must be able to both assimilate and generate explicit and concise documents for publication within the hotel and management company environment.
Ability to calculate amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
Must be able to use appropriate judgments as it pertains to supervisory duties.
Practice written safety standards and rules at all times.
Must be able to accomplish any task required of Associates within assigned departments (Lifting, pushing, pulling and carrying).
Must be able to accomplish any task required of Associates within assigned departments (Bending/kneeling).

Responsibilities

Ensures the highest front office financial performance (upselling, room revenue, operation auditing, enrollments).
Demonstrates initiative regarding problem solving, staff training, and team leading.
Manages and motivates the Front Office team to provide a high standard of service for customers.
Welcomes guests and fosters customer loyalty through a friendly manner.
Develops high-quality relationships with guests throughout their stay.
Handles any guest complaints or contentious issues that cannot be settled directly by team members and provides a fast solution.
Oversees and supervises guest arrivals and departures with the front office executive and duty managers.
Provides a high level of customer service and maintains a high profile in the day-to-day front office operations.
Ensures that personalized service is offered to each and every guest.
Supervises the management of debtors, group and individual guest invoicing and cash operations.
Delivers maximum guest satisfaction through personal recognition and prompt cordial attention from arrival through departure.
Reviews arrival list for all arrivals and VIPs to check room allocations, amenities, and special requests.
Is involved in the recruitment of new team members for front office.
Integrates and trains Associates, providing support for skills development.
Ensures that all front desk Associates are well presented (uniforms, personal hygiene etc.), and also punctual.
Ensures that all staff members are keeping the workplace clean and tidy.
Ensures team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
Has a good knowledge of all systems and standard operating procedures of front office.
Ensures that hotel and guest documentation and information is available and up-to-date.
Direct supervisory responsibilities for Front Desk Supervisor, Guest Service Agent, AYS Operator, Night Audit and Driver/Bellperson.
Indirect supervisory responsibility for all hourly Associates that report to above listed managers.
Responsibilities include interviewing, hiring, and training Associates, planning, assigning, and directing work, appraising performance, rewarding and disciplining Associates, addressing complaints and resolving problems.