What are the responsibilities and job description for the Hotel Arista Assistant Front Office Manager position at CityGate Hospitality?
Department: Front Office
Reports to: Front Office Manager
Status: Salary Exempt
Role Summary:
The Assistant Front Office manager is responsible of managing the personal host, Guest Service hosts, and Greeters. The position requires constant interdepartmental communications, acting as a liaison between the executive team, sales, room service, housekeeping and the front desk in matters concerning the front office operation.
The Assistant’s Front Office manager must have a positive attitude, smile and unfailing willingness to go out of their way to help is paramount to maintaining the hotel's prestigious image and to assuring our guests a memorable stay.
Essential duties & Responsibilities:
- Develops and implements strategies for the front office, bell stand, guest services, etc. that support the achievement of the hotel’s goals.
- Supervises department staff and assigns specific tasks to staff as applicable and necessary.
- Manages the entire inventory program ensure that team members always have the tools needed to perfume their role and keeping in line with our financial obligations
- Drives the entire upsell program via consistent training and incentives, and works closely with the director of revenue to ensure that we follow the requirement.
- Develops and implements strategies and practices which support associate engagement and development.
- Ensures that all associates are properly trained on systems, security, cash handling procedures, service standards, and that associates have the tools and equipment needed to effectively carry out their job functions.
- Schedules and conducts routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and company.
- Observes and evaluates job performance of subordinates to provide feedback.
- Develops/utilizes tools to promote programs that improve productivity, safety, and profitability.
- Instructs new associates, motivates staff, and maintains excellent associate relations.
- Serves as “manager on duty” as required and performs other duties as assigned, including assisting staff with their job functions during peak periods.
- Responsible for efficient and professional running of the front desk, including maintaining close and harmonious working relationships with all hotel departments.
- Makes the weekly schedule. Adjusts schedules as needed to meet business demands.
- Reviews Payroll on Paycor.
- Screens resumes, interviews, and hires team members in accordance with human resources’ procedures.
- Manages attitudes and guest interactions of employees to maximize performance and ensure that all personnel perform with a positive demeanor.
- Administers proper coaching, counseling, and progressive discipline for Front Office staff.
- Controls and maintains organization of the departmental inventory for front office operation.
- Manages the use of the Alice missed opportunities and ensures proper follow up has taken place
- Communicates pertinent information to the Front Office Manager to maintain efficient operations within the department
- Assists in leading regular scheduled departmental meetings, ensuring to cover all pertinent topics regarding areas of responsibility
- Reviews all guest comment cards in Digital Alchemy, TripAdvisor, and other social networks investigates and provides feedback to the Front Office Manager
- Follows and maintains aspects of the new hire training program put in place in Front office.
- Conducts ongoing training, focusing on most immediate needs to increase guest satisfaction scores with a consistent focus on Forbes.
- As a key member of the Front office leadership team, evaluates individual employee performance, determines areas in need of improvement, and establishes goals and objectives for employees to develop and excel in their positions
- Follows industry trends and evaluates changes in guest needs to ensure improving satisfaction scores and service levels provided to our guests
- Attends appropriate meetings within the hotel
- Manages and trains on proper sanitation, food handling, and alcohol serving certifications.
- Other duties as assigned
- Monitors Host Services’ associates work for accuracy and consistency.
- Coaches and counsels staff when appropriate.
- Stresses the importance of our Core Values on a regular basis to all staff.
- Follows credit policy and procedures of the hotel.
- Be fluent with Opera PMS, Guest History, Reservations, Digital Alchemy, Microsoft Outlook, and any other pertinent hotel operational technology.
- Transports guests and associates in company vehicles.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform.
Minimum Qualifications:
Education
- College degree in Hospitality Management or equivalent experience.
Experience
- Background in a luxury hospitality environment or a related field is strongly preferred, but willingness to learn the aspects of personalized and luxury service is more important.
- One to two years’ experience in a leadership role is preferred.
- Fluency with Opera PMS, Guest History, Reservations, Digital Alchemy, Microsoft Outlook, and any other pertinent hotel operational technology is strongly preferred
Skills
- Excellent verbal and written skills
- Neat and clean appearance
- Ability to follow through impeccably on details.
- Great enthusiasm and passion for making people happy.
- Ability to work in a team environment
- Must have a flexible schedule and be available to work nights, weekends, and holidays.
- Must possess a valid Driver’s License and a clear motor vehicle record.
- An engaging and courteous personality that attracts guests with an ever-present smile, a clear voice and willingness to go the extra mile
- Projects a professional image in all capacities: dress, hair, posture, vocabulary, etc.
- Able to maintain control and composure in difficult situations and in the presence of a difficult
- Excellent ability to multi-task, all the while maintaining grace before the guests
- Excellent attention to detail
- Must possess the ability to handle multiple tasks
- Excellent leadership, management, organizational, communication and interpersonal skills
- Strong computer skills required
- Able to lead and work well within a team, recognizing that our team extends to all departments of the hotel
Physical Requirements
- Must be able to bend, stoop, squat, and stretch to fulfill job duties
- Ability to sit or stand for extended periods of time
- Good manual dexterity for the use of common office equipment
- Long hours sometimes required
- Must be able to lift up to 30 lbs regularly, and up to 50 pounds on occasion.
- Ability to communicate with employees and guests.
- Ability to process information through pc system.
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