Assistant Front Office Manager
- Washington DC
- $60,000-65,000 per year
- Permanent
- Full-time
- Ensure standards and a consistent level of guest satisfaction are met.
- Ensure that all arriving and departing guests are treated with maximum courtesy and are served expeditiously by Front Office staff.
- Ensuring all needed reports and checklists are run and completed.
- Understand and perform cash handling processes, ensuring each cashier is maintaining bank according to standard.
- To be thoroughly acquainted with all check-in and check-out procedures and policies, including familiarity with all hotel amenities and local attractions.
- Control Parking Procedures and postings to guest accounts ensuring parking revenue.
- To appropriately protect confidential guest information and guest room key access according to Front Office SOP’s.
- Be familiar with all hotel rate plans and rate codes, understanding rate strategy when making rate changes for guests.
- Monitor all guest requests to ensure they are met within the prescribed time limits and handle all guest complaints maintaining a satisfactory impression with the guest.
- Effectively engage in the service recovery process, handling all guest concerns efficiently and to the satisfaction of the guests.
- Participate in issue prevention meetings and respond to alerts in Opera according to direction of management.
- Communicate all hotel, guest and group information to associates on a daily basis.
- Become familiar with all hotel operating systems and programs.
- Assist with weekly supply inventory and order front office supplies and uniforms.
- Assist with rate discrepancy report.
- Assist with balance reports and credit check reports daily.
- Adhere to all Systems and Controls of the Front Office, and appropriate areas of responsibilities.
- Assist with the creation of schedules and monitor staffing levels according to business cycles.
- Train Front Office line associates.
- Maintain a highly motivated and trained staff that continually strives for personalized, quality service and the creation of memorable guest experiences.
- Minimum of 1 year Front Office Management experience required.
- Previous leadership experience in an upscale, full service hotel environment is required.
- Strong understanding of front office hotel procedures and practices required.
- Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays.
- Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone.
- Ability to stand for the entire scheduled shift.
- Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills required.
- Four year college degree, preferably in the hospitality industry
- Knowledge of Property Management Systems and related computer programs
- Strong knowledge of Microsoft Office Software.
- Developed computer proficiencies, OPERA experience a plus.