Assistant Front Office Manager

Assistant Front Office Manager

Requirements

• Bachelor Degree in Hospitality Management or related field or equivalent experience
• Minimum five years hotel operations management experience
• Extensive knowledge of all hotel departments
• Excellent communication skills – oral and written
• Excellent guest service skills
• Strong leadership skills
• Knowledge of computer programs used in property management
• Ability to work flexible schedule to include weekends and holidays

Responsibilities

• Coordinates the provision of world-class front desk services to hotel guests
• Directs the exceptionally friendly, professional, and efficient welcome registration, rooming and account settlement for hotel guests
• Ensures prompt and complete satisfaction of guest requests and professional and timely resolution of guest complaints
• Maintains accurate occupancy data and assists in maximizing daily rooms revenue through the application of effective yield management sales strategies
• Liases with Valet Parking provider to ensure smooth operation consistent with hotel standards
• Trains, monitors and supervises the performance of all Guest Services employees
• Assists with the coordination of all aspects of curbside check-in
• Assists with the coordination of the exceptionally friendly, professional and seamless reception, registration, rooming and account settlement for all hotel guests
• Ensures the satisfaction of all guest requests and the resolution of all complaints received by the Guest Services Team
• Assists with the development and updating of guest rooming procedures
• Assists with the development and management of repeat guest and VIP service programs
• Ensures adherence to all hotel cashier and credit policies
• Monitors cashier accuracy and over and short data, taking action and providing additional training as necessary
• Monitors hotel Credit Limit Report on a daily basis, ensuring timely payments on accounts
• Assists in establishing and ensuring adherence to all Loews Hotels Star Service Standards
• Evaluates changes in guest needs, the hotel’s guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and to maintain market dominance and exceptional financial returns
• Works closely with the VIP Services Manager to coordinate VIP arrivals/departures
• Interacts frequently with guests to ensure total satisfaction with hotel services
• Assists in recruiting and interviewing all Guest Services staff
• Provides training for all Guest Services employees
• Ensures adequate training of all Guest Services staff to take after-hours reservation calls
• Evaluates individual employee performance, determining improvement and training needs and advancement requirements
• Familiar with and able to troubleshoot problems with following systems: key encoding, call accounting, in-room movies, video checkout, electronic data capture, PMS interface control
• Reviews/maintains daily payroll reports/records, maintaining labor costs within forecasted budgetary guidelines
• Coordinates hotel participation in Loews First and other corporate marketing programs
• Monitors the occupancy status of all due-out rooms
• Maintains accurate records detailing hourly house counts
• Reviews Group Resumes and Billing Profile information, ensuring communication of all necessary information to Guest Services personnel
• Oversees the pre-blocking of rooms for VIP’s and guests with special requests
• Works with Conference Managers and Sales Managers to satisfy all special group requests
• Pre-registers special guests and maintains up-to-date system status
• Assists in ensuring the provision of all appropriate information and collateral materials to package guests
• Assists in ensuring optimal communication and exchange of information with Concierge
• Assists in ensuring accurate communication of information to guests regarding all hotel facilities and operating hours
• Coordinates and oversees group remote check-ins
• Ensures the clean and excellent condition of front drive, lobby and Front Desk area
• Attends appropriate meetings and seminars
• Maintains inventories of office supplies
• Other duties as assigned

Preferred Qualifications

No preferred qualifications provided.