Assistant Front Office Manager

Rosewood Hotels & Resorts Dallas, TX
OVERVIEW/BASIC FUNCTION:

Responsible for the management of all aspects of the Front Desk functions, in accordance with hotel standards. Directs, implements and maintains a service and management philosophy which serves as a guide to respective staff.

RESPONSIBILITIES:

* Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

* Ensure that standards are maintained at a superior level on a daily basis.

* 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:

All hotel features/services, hours of operation.

All room types, numbers, layout, decor, appointments and location.

All room rates, special packages and promotions.

Daily house counts and expected arrivals/departures/ VIP's.

Room availability status for any given day.

Scheduled in-house group activities, locations and times.

All hotel and departmental policies and procedures.

* Access all functions of the computer system.

* Answer department telephone within 3 rings, 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 are 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.

* Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.

* 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 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 minutes.

* Monitor safe deposits boxes procedures; audit accuracy of cards with proper signatures and ensure availability of keys.

* Monitor guest mail and ensure that it is processed according to procedures.

* Monitor and ensure that express checkouts are processed through the system.

* Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.

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

* Observe guest reactions and confer frequently with staff to ensure guest satisfaction.

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

* Ensure security of guestroom access.

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

Contracted banks

Shortages/overages

Late charges

Petty cash/paid outs

Adjustments

Posting charges

Making change for guests

Cashing personal/travelers checks

Payment methods/processing

Settling accounts

Closing reports

Cashier reports

Balancing receipts

Dropping receipts

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.

* Assist staff with expediting problem payments.

* Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or "walked" guests.

* All other duties as required.

QUALIFICATIONS:

* Experience: Minimum two years' experience as a Front Desk Agent, preferably in a luxury or ultra-luxury hotel.

* Education: High school diploma; some college.

* General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest's service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.

* Technical Skills: Familiarity with yields management and cost controls; ability to perform job functions with attention to detail, speed and accuracy, prioritize and organize, be a clear thinker, remaining calm and resolving problems using good judgment, follow directions thoroughly, understand guest's service needs, work cohesively with co-workers as part of a team, work with minimal supervision, m

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