Assistant Front Office Manager

Description

Position Title: Assistant Front Office Manager
Department: Front Office
Reports To:  
Date Written/Revised: July 3, 2014

POSITION SUMMARY
Oversee and support front office to insure compliance with company operating procedures, standards and total guest satisfaction.

EXAMPLES OF DUTIES

ESSENTIAL FUNCTIONS
Greet and welcome guests upon arrival.  Register guests into the computer, verifying reservation, address, and credit information.  Promote membership program and provide recognition and benefits to all present members.
Accept payment for guests’ accounts both at the time of registration and at checkout.  Maintain a house bank and make a deposit and accurate report of receipts daily.  Cash checks and exchange currency for guests.  
Supervise the front desk agents, ensuring the correct sequence of events for proper registration and checkout of guests.  Assign specific tasks to front desk agents relative to credit, missing addresses, registration bucket maintenance, registration cards, posting charges, and overall cleanliness and organization of the front desk.
Provide ongoing training and support to front desk agents. 
Issue key to and control entrance of safety deposit boxes.  Post miscellaneous charges as requested.
Maintain all front desk related equipment and a par stock of supplies.
Remain calm and alert, especially during peak check in/check out times or during heavy activity or in the event of an emergency.
Problem solve, resolve all customer issues.

SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions.
Maintain a daily log of all guests’ opportunities with corrective action steps.  Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling.
Follow-up on credit opportunities.
Locate bell assistance to escort guests to their rooms as appropriate.
Provide safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the customer. File access slips in room order. Have guest complete signature card.
Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer.
Use the photocopier to make copies of items as required.
File registration cards in room number order.  
Retrieve registration cards from the files for each check out.    
Other duties as assigned by the supervisor such as: cross-training Bell staff or other areas as needed.
Report suspicious persons or activity to a supervisor immediately.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
The individual must possess the following knowledge, skills and abilities to be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
Ability to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
Ability to read English sufficient to ascertain information from luggage tags and claim checks to write numbers and names on claim checks and rooming lists.
Ability to stand for long periods of time.
Ability to read, listen and communicate effectively in English, both verbally and in writing.
Ability to access and accurately input information using a moderately complex computer system.
Hearing and visual ability to observe and detect signs of emergency situations.
Must possess basic computational ability.   
Must possess basic computer skills.
 

Qualifications

Position Title: Assistant Front Office Manager
Department: Front Office
Reports To:  Front Office Manager
 

POSITION SUMMARY
Oversee and support front office to ensure compliance with company operating procedures, standards and total guest satisfaction.

EXAMPLES OF DUTIES

ESSENTIAL FUNCTIONS
Greet and welcome guests upon arrival.  Register guests into the computer, verifying reservation, address, and credit information.  Promote membership program and provide recognition and benefits to all present members.
Accept payment for guests’ accounts both at the time of registration and at checkout.  Maintain a house bank and make a deposit and accurate report of receipts daily.  Cash checks and exchange currency for guests.  
Supervise the front desk agents, ensuring the correct sequence of events for proper registration and checkout of guests.  Assign specific tasks to front desk agents relative to credit, missing addresses, registration bucket maintenance, registration cards, posting charges, and overall cleanliness and organization of the front desk.
Provide ongoing training and support to front desk agents. 
Issue key to and control entrance of safety deposit boxes.  Post miscellaneous charges as requested.
Maintain all front desk related equipment and a par stock of supplies.
Remain calm and alert, especially during peak check in/check out times or during heavy activity or in the event of an emergency.
Resolve all customer issues.

SUPPORTIVE FUNCTIONS
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions.
Maintain a daily log of all guests’ opportunities with corrective action steps.  Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling.
Follow-up on credit opportunities.
Locate bell assistance to escort guests to their rooms as appropriate.
Provide safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the customer. File access slips in room order. Have guest complete signature card.
Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer.
Use the photocopier to make copies of items as required.
File registration cards in room number order.  
Retrieve registration cards from the files for each check out.    
Other duties as assigned by the supervisor such as cross-training Bell staff or other areas as needed.
Report suspicious persons or activity to a supervisor immediately.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
The individual must possess the following knowledge, skills and abilities to be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
Ability to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
Ability to read English sufficient to ascertain information from luggage tags and claim checks to write numbers and names on claim checks and rooming lists.
Ability to stand for long periods of time.
Ability to read, listen and communicate effectively in English, both verbally and in writing.
Ability to access and accurately input information using a moderately complex computer system.
Hearing and visual ability to observe and detect signs of emergency situations.
Must possess basic computational ability.   
Must possess basic computer skills.