Assistant Front Office Manager

HRI Hospitality•Nashville, TN

3d•Onsite

About The Position

The Assistant Guest Services Manager supports the overall operation of the Front Office to ensure exceptional guest experiences. This role assists in supervising the Guest Services team, resolving guest concerns, and maintaining service standards in alignment with brand and company expectations.

Requirements

High school graduate or equivalent, some college
Previous experience in guest services
Two years’ experience as a Front Office Agent
Must be able to satisfactorily communicate in English with guests, management and co-workers
Must be able to provide legible communication
Ability to enforce hotel's standards, policies and procedures with Front Desk staff.
Ability to prioritize and organize work assignments; delegate work
Ability to direct performance of staff and follow up with corrections where needed
Ability to be a clear thinker, analyze and resolve problems exercising good judgment
Ability to focus attention to details
Ability to suggestively sell available rooms
Ability to input and access information into system
Ability to remain calm and courteous when consulting with demanding, difficult guests and/or situations
Ability to perform job functions to standards under pressure of multiple arrivals and departures
Ability to ensure security and confidentiality of guest and hotel information
Ability to work without direct supervision
Must be able to accurately compute mathematical calculations

Responsibilities

Maintain complete knowledge of all hotel features/services, hours of operation, room types, rates, packages, promotions, daily house count, expected arrivals/departures, room availability, and scheduled in-house group activities.
Meet with departing Front Desk Manager or Night Auditor to review business status and follow up items.
Access all functions of the computer system according to established procedures and standards.
Answer department telephone within three rings, using correct greeting and telephone etiquette.
Check Front Desk and storage areas for proper supplies, organization, and cleanliness, instructing designated personnel to rectify deficiencies.
Ensure staff report to work as scheduled, documenting late or absent employees.
Coordinate breaks for staff and assign work duties, communicating changes as they arise.
Conduct pre-shift meetings with staff, reviewing pertinent information for the day's business.
Inspect grooming and attire of staff, rectifying any deficiencies.
Inspect, plan, and ensure all materials and equipment are in complete readiness for service, rectifying deficiencies with respective personnel.
Constantly monitor staff performance in all phases of service and job functions, ensuring adherence to departmental standards and rectifying deficiencies.
Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipating critical situations, and assisting wherever necessary.
Monitor communication logs and ensure guest requests are followed up within 20 minutes, checking for repetitive problems and following through on unresolved requests.
Monitor safe deposit box procedures, auditing accuracy and ensuring availability of keys, and handling guest reports on theft according to hotel procedures.
Monitor guest mail processing according to procedures.
Monitor staff interaction with guests, ensuring prompt and courteous service, and resolving discrepancies.
Assist staff with their job functions to ensure optimum service to guests.
Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
Anticipate guests' needs, respond promptly, and acknowledge all guests.
Promote positive guest relations at all times.
Monitor and handle guest complaints by following the six-step procedure and ensuring guest satisfaction.
Assist guests with reports of lost or stolen articles, following hotel policy.
Adhere to hotel requirements for guest and employee accidents or injuries and in emergency situations.
Monitor and ensure that all cashiering procedures comply with Accounting policies and standards.
Assist Accounting in researching disputed charges and contacting guests where required.
Anticipate sold-out situations, know how many rooms are overbooked, and locate alternative accommodations for guests.
Audit surrounding area hotels daily for status of rooms, rates, discount rates, and packages, maintaining a current list of available locations for walk situations.
Anticipate low occupancy periods and coordinate blocking of rooms with Executive Housekeeper to maximize labor costs and room maintenance.
Review the arrival report for accuracy and completeness, checking printed registration cards against the arrival report.
Work closely with Housekeeping management to ensure accurate room status, readiness for check-in, and to report guest concerns.
Coordinate delivery time of amenities with room service, ensuring timely delivery.
Review requests for late check-outs and approve according to occupancy, communicating such to Housekeeping.
Review all out-of-order rooms daily with respective departments to determine the most current status and estimated return date.
Maintain awareness of undesirable persons on hotel premises and escort off property, contacting Security where necessary.
Ensure all closing duties for staff are completed before staff sign out.
Provide feedback to staff on their performance, handle disciplinary problems, and counsel employees.
Foster and promote a cooperative working climate, maximizing productivity and employee morale.
Prepare and submit daily/weekly payroll records.
Complete work orders for maintenance repairs and submit to Engineering, contacting Engineering directly for urgent repairs.
Document pertinent information in the department log book.
Complete all paperwork and closing duties in accordance with departmental standards.
Review status of assignments and any follow-up action with on-coming supervisor.