Assistant Front Office Manager

Job Description
Job Title:
Assistant Front Office Manager
Wage Range:
Salaried

Department:
Front Office
Reports To:
Front Office Manager

Division:
Guest Services
Supervises:
Front Office, Valet, PBX, & Bell

SUMMARY: The Assistant Front Office Manager is responsible for the management of all aspects of the Front Office functions, in accordance with hotel standards. S/he directs, implements and maintains a service and management philosophy which serves as a guide to respective staff.

The Assistant Front Office Manager shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible for exemplifying the Oak Brook Hills Resort Culture as well as promoting Oak Brook Hills Resort as both the destination and Employer of Choice!

Essential job FUNCTIONS:
· Maintain complete knowledge of and comply with all departmental policies/service procedures/standards

· Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.

· Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

· Maintain positive guest relations at all times.

· Resolve guest complaints, ensuring guest satisfaction.

· Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

· Maintain complete knowledge at all times of:

o all hotel features/services, hours of operation.

o all room types, numbers, layout, decor, appointments and location.

o all room rates, special packages and promotions.

o daily house count and expected arrivals/departures.

o room availability status for any given day.

o scheduled in-house group activities, locations and times.

o all hotel and departmental policies and procedures.

· Access all functions of the computer system.

· Answer department telephone within first ring, using correct greeting and telephone etiquette.

· Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.

· Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff is knowledgeable on such.

· Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.

· Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.

· Ensure that staff report to work as scheduled. Document any late or absent employees.

· Coordinate breaks for staff.

· Assign work duties to staff.

· Conduct pre-shift meeting with staff and review all information pertinent to the day's business.

· Inspect grooming and attire of staff; rectify any deficiencies.

· Constantly monitor staff performance in all phases of service and job functions.; rectify any deficiencies with respective personnel to include Front Desk staff, Bell/Door staff, PBX staff, Reservations staff, Valet and Concierge staff.

· Monitor the hotel front entrance and resolve any congested situations.

· Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.

· Monitor communication logs and ensure that guest requests are followed up within a reasonable time ensuring guest follow-up at all times.

· Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.

· Assist staff with their job functions to ensure optimum service to guests.

· Assist guests with reports of lost/stolen articles, following hotel policy.

· Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.

· Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:

o Contracted banks

o Shortages/overages

o Late charges

o Petty cash/paid outs

o Adjustments

o Posting charges

o Making change for guests

o Cashing personal/travelers checks

o Payment methods/processing

o Settling accounts

o Closing reports

o Cashier reports

o Balancing receipts

o Dropping receipts

o Securing banks

· Review previous night's no-shows, verify and ensure billing of such.

· Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.

· Ensure that all VIPs are pre-registered according to standards. Monitor VIP arrivals; greet and escort them to their room.

· Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.

· Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures.

Associate is held accountable for all duties of this job and other duties as assigned.

eXPERIENCE & eDUCATION:

• 2 years college education preferred
• Three to five years of experience as a Front Desk Supervisor or Assistant Manager, preferably in a 4-5 diamond/star style hotel
• Front Office Accounting experience preferred
• OnQ experience is required
• Proficiency in Microsoft applications is required
• Verifiable record improving guest service and satisfaction
• CPR and AED certified preferred

Job REQUIRMENTS:

· Must be a United States citizen or possess a valid work permit

· Must have valid driver’s license and meet company driving standards

· Must be able to read, write and speak English

· Must be at least 21 years of age

· Must have excellent leadership skills

· Must be a positive example for staff

· Must be able to work well under pressure

· Must be able to accurately follow instructions, both verbally and written

· Must be highly detailed orientated

· Must have excellent computer skills

· Must have strong working knowledge of Microsoft Office programs

· Must be able to work in a fast paced environment

· Must have excellent listening skills

· Must possesses excellent communication skills

· Must be professional in appearance and demeanor

· Must always ensure a teamwork environment

· Ability to work a flexible schedule that may include evenings, weekends and holidays

· Must have the ability to deal effectively and interact well with the guests and associates

· Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner

· Must have a passion for creating an exceptional experience for all guests

Working CONDITIONS:

· Must be able to stand and walk throughout the shift

· Must be able to occasionally lift and carry up to 25 lbs at shoulder height and push/pull up to 75 lbs

· Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently; squeezing and overhead reaching occasionally

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow other instructions and perform other work-related duties requested by his or her supervisor.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 10 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• Weekend availability

Education:

• High school or equivalent (Preferred)

Experience:

• Front Office: 2 years (Required)
• Customer service: 2 years (Required)
• Hilton: 1 year (Required)
• Supervisory: 1 year (Required)

Work Location: One location