Assistant Front Office Manager

Sage Hospitality•Philadelphia, PA

About The Position

The Assistant Front Office Manager responds professionally and courteously to arriving, departing, and in-house guests by providing accurate, timely information and services. The role responds to hotel-information inquiries and guest concerns, supervises the daily operations of Guest Services personnel, promotes a safe environment, and supports quality service to achieve guest satisfaction and financial success. The position oversees front desk operations, including check-in and check-out, guest accounts and cash handling, reservations, telephone and wake-up services, guest relations, and coordination of guest services and transportation. It supports staffing, associate training and motivation, inventory control, emergency procedures, hotel communications, and department performance. The role also assists the Assistant General Manager with performance evaluations, discipline, and terminations as appropriate, and participates in the Hotel MOD program.

Requirements

High school diploma or equivalent.
At least two years of previous experience as a front desk supervisor, or at least four years of front office experience in hotel work.
Thorough understanding of hotel front office procedures.
Working knowledge of guest services, hotel services, policies, or operations.
High-school-graduate-level mathematical aptitude, knowledge of standard cash-handling procedures, and knowledge of computerized cash-register systems.
Experience dealing directly with the public and general knowledge of basic customer-service skills.
Fluency in oral and written English.
Ability to use tact and understanding when handling customer-service problems, including stressful and highly emotional situations.
Highly organized, with attention to written and verbal details, particularly while performing multiple tasks.
Comprehension and literacy sufficient to review correspondence, initiate reports, and conduct training.
Ability to read written communications and a monochrome computer screen.
Ability to operate computer, calculator, and telephone keyboards for cash handling and paperwork processing.
Ability to understand and follow verbal and written instructions, work on multiple tasks at a time, and communicate verbally and in writing.
Ability to stand for 90% of the shift and repeatedly bend and kneel while filing.
Mobility to reach all hotel areas to assist clients.
Ability to occasionally carry and lift files and office items weighing up to 25 pounds.

Responsibilities

Greet arriving guests and complete established check-in procedures using manual and computerized methods.
Facilitate guest check-out by following established procedures and closing guest accounts accurately.
Ensure the front desk team accurately calculates and posts monies, receipts, guest accounts, and other credit transactions, following proper cash-handling procedures.
Answer inquiries and accept reservations, accurately communicate hotel rates and information, and use suggestive selling techniques to increase occupancy and revenue.
Maintain guest relations by staying informed about in-house and local events and responding to questions in person and by telephone.
Operate PBX equipment, accept incoming calls, assist with outgoing calls, and schedule wake-up calls.
Control front desk cash transactions and maintain a personal bank according to hotel bank policy.
Maintain a friendly, cheerful, and courteous demeanor.
Perform other duties as assigned, requested, or deemed necessary by management.
Assist and make recommendations to the Assistant General Manager regarding performance evaluations, discipline, and terminations as appropriate.
Coordinate guest-service efforts, including group arrivals and departures and guest transportation.
Coordinate and supervise valet, taxi, and Airport Connection services to support quality guest service.
Provide information and recommendations about local restaurants, theaters, community events, and activities.
Greet guests, assist with check-in and check-out, deliver laundry, and store luggage.
Provide guest transportation as required by hotel standard operating procedures.
Order supplies and maintain inventory control to minimize unnecessary expenses.
Follow up promptly and professionally on guest complaints or problems.
Implement emergency training and procedures to protect guests, staff, and company assets.
Prepare and post the weekly schedule for Front Office Associates by 3 p.m. on Friday.
Cover call-offs or find replacements.
Communicate hotel activities to subordinates so guest needs are met in a timely manner.
Ensure new hires are informed about all aspects of the hotel.
Ensure associates are trained on Fosse and other systems and procedures, and ensure Front Desk Associates receive SSM training.
Motivate the department.
Ensure daily completion of Front Office Associate duties and records, including checklists, call-back logs, guest-request logs, and wake-up logs.
Assist other employees and departments to support overall department and hotel performance.
Ensure the front desk is represented at each Safety Committee meeting.
Participate in the Hotel MOD program.