Assistant Front Office Manager

FUNCTION:

Assist the Front Office Manager to oversee all Front Office Operations to insure profitability, control costs, maximize profits, and ensure quality service standards and to guarantee total guest satisfaction.

RESPONSIBILITIES:

• Ensures complete guest satisfaction. Treats guests in friendly and helpful manner.
• Achieves financial goals.
• Manage and motivate all front office personnel with the daily supervision to include staffing, training, discipline, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction.
• Process and approve timecards in ADP payroll system.
• Checks and controls room reservations, front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Compile and prepare financial reports, including: rate and availability calendar.
• Communicate with guests and employees both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work. Organize, conduct and/or attend meetings to obtain and disseminate pertinent information.
• Organize and conduct pre-shift and departmental meetings to disseminate pertinent daily information. Attend other hotel meetings as deemed necessary.
• Investigates guest complaints.
• Participates and/or steers the hotel Safety Committee.
• Ensures that Quality Standards and Services are maintained for Property, Product, and People.
• Manages Guest Service Relations, Training, and Guest Response processes.
• Communicates daily with Front Office Manager and employees to ensure proper operating procedures are in compliance.
• Must be able to work all shifts.
• Assists in check-in / check-out of guests or any related guest service activity.
• Perform room inspections which require bending, stooping, reaching overhead and moving throughout guest floors.
• Monitors Guest Scores to included Signature and focuses on product improvement to include the PIP and Capital process.
• Ensures Security for the hotel's customers, employees, and property assets.
• Remains current on business trends and local activities.
• Enforces established policies and procedures for WinStar World Hotel and the hotel's brand.
• Participates and ensures smooth operation of Manager On Duty (MOD) Program.
• Assists in conducting the departmental operational audits and assists in developing corrective action plans.
• Practices the WinStar World Hotel Culture and ensures all cultural expectations are implemented and regularly practiced throughout the hotel.
• Supports hotel's training needs and efforts.
• Responsible for performing "other duties" as assigned by management.

REQUIREMENTS:

• 2 years supervisory experience in hospitality.
• Excellent written & verbal communication.
• Must speak, read and write English.
• Must understand and maintain confidentiality in all circumstances.
• Strong analytical, problem solving & organizational skills.
• Ability to multitask in fast paced demanding environment.
• Microsoft Office skills required.
• Able to meet deadlines

GROOMING/UNIFORMS:

All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.

LICENSES OR CERTIFICATES:

• Ability to obtain any certifications, licenses or permits that may be required by law or company Regulations.

TECHNICAL SKILLS & ABILITIES:

• Must have thorough knowledge of all operating departments including rooms, front office, housekeeping, engineering, accounting, sales, food and beverage for limited service hotel operations.
• Must have considerable knowledge of computer systems for guest registration, reservations, reporting and etc.