Job description

JOB TITLE: Asst. FRONT OFFICE MANAGER

REPORTS TO: General Manager or Assistant General Manager/Director of Guest Services

STATUS: Non-Exempt

JOB SUMMARY

The Assistant Front Office Manager or Front Desk Manager is responsible for providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing suite revenue and occupancy. He/she is also responsible for all reservation and inquiry calls during their shift. In addition, this position will assist the Assistant General Manager/Director of Guest Services in training and supervising other employees. He/she is expected to develop superior service skills in dealing with clients, guests, and co-workers.

QUALIFICATION STANDARDS

EDUCATION & EXPERIENCE
· At least 3-5 years of progressive experience in a hotel or related field.

· High school diploma or equivalent required.

· College course work in a related field helpful.

· Supervisory experience a plus.

· Must be proficient in computer business software applications such as Word and Excel

· Must have a valid driver’s license

· Must be fluent in English.

PHYSICAL REQUIREMENTS

· Long and flexible hours sometimes required.

· Must be able to work evenings, weekends and holidays as needed.

· Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

· Ability to stand during entire shift.

MENTAL REQUIREMENTS

· Must work well in stressful, high pressure situations.

· Must be effective at listening to, understanding, clarifying and resolving the concerns and issues raised by clients, guests, and co-workers.

· Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.

· Must maintain composure and objectivity under pressure.

· Must be able to convey information and ideas clearly.

· Must be able to evaluate and select among alternative courses of action quickly and accurately.

· Must have the ability to assimilate complex information and data from disparate sources and consider, adjust, or modify to meet the constraints of the particular need.

· Must be able to work with and understand financial information and data, and basic arithmetic functions.

DUTIES AND RESPONSIBILITIES

SERVICE ATTITUDE AND COMMUNICATION
· Maintain high standards of personal appearance and grooming, which include compliance with LodgeWorks/Brand dress code and uniform requirements. Enforce these same standards with all employees.

· Ensure that all interactions with guests, managers and other employees are always friendly, attentive, courteous and efficient.

· Assist in creating a positive team-oriented environment which focuses on the guest, through employee development and motivation.

· Maintain a professional working relationship and promote open lines of communication and teamwork with all employees and department heads.

· Ensure LodgeWorks/Brand service standards are implemented and followed at all times.

· Lead by example.

· Greet and welcome all guests approaching the front desk in accordance with LodgeWorks/Brand standards.

· Ensure ongoing implementation of the LodgeWorks/Brand philosophy of superior guest service standards.

MANAGERIAL RESPONSIBILITY

· Show genuine care and concern for all employees.

· Assist the Assistant General Manager/Director of Guest Services in training front office employees, and provide on-going coaching, communication, and motivation of the front desk staff.

· Adhere to all LodgeWorks/Brand policies and procedures and train new employees to ensure compliance.

· Assist with front desk scheduling and coverage of shifts if the need arises. This may include being the first person on call for coverage.

MANAGERIAL RESPONSIBILITY (CONTINUED)

· Offer constant support to front office staff and handle the more difficult situations, such as carrying the burden of staying late on shifts to ensure all duties are complete and the front office staff is comfortable with their responsibilities.

· Maintain property at highest standards of maintenance and cleanliness.

· Maintain a high level of confidentiality at all times.

· Administer all cash control and cash handling procedures (i.e. cash drawers, safe deposit boxes, and avert potential theft problems).

· Compile monthly lists of topics to discuss during departmental meetings.

· Become thoroughly familiar with GOP line items from budget and communicate the information to the front desk staff.

GUEST REPRESENTATIVE RESPONSIBILITY

· Responsible for providing attentive, courteous, and efficient service to all guests prior to their arrival and throughout their stay.

· Maintain proper operation of the computer console and ensure that all LodgeWorks/Brand performance standards are met.

· Maintain listening posts in the evening by circulating the social hour on a rotating schedule with the Assistant General Manager/Director of Guest Services.

· Respond to all guest requests, problems, complaints and/or accidents presented at the front desk or through reservations in an attentive, courteous, and efficient manner. Follow up to ensure guest satisfaction.

· Answer all guest inquiries (i.e. hotel services and amenities, the area, etc.) in a timely manner.

· Ensure the delivery of packages, mail, and messages as needed to guests.

· Follow all LodgeWorks/Brand credit policies.

· Be aware of all rates, packages, and special promotions. Be familiar with all in house groups. Be aware of closed out and restricted dates.

· Obtain all necessary information when taking room reservations and follow rate quoting guidelines.

· Handle check-ins and check-outs in a friendly, efficient, and courteous manner.

· Fully understand and be able to operate all relevant aspects of the front desk computer system.

· Ensure that all waitlist reservations have been followed up.

· Manage suite inventory.

· Ensure front office area is neat and tidy.

SALES & REVENUE RESPONSIBILITY

· Work with the General Manager and sales department to direct the inside sales efforts, including reservations/inquiry call training for front desk staff.

· Act as a liaison between the sales department and the front desk to ensure open communications.

· Conduct and coordinate tours.

· Assist with phone inquiries to generate leads for the sales department.

GENERAL RESPONSIBILITY

· Comply at all times with LodgeWorks/Brand compliance standards and regulations to encourage safe and efficient hotel operations.

· Participate in all-employee meetings, events, and other functions as required by management.

· Be familiar with all LodgeWorks/Brand policies and house rules, as well as hotel terminology.

· Understand emergency procedures and be prepared to help with necessary.

· Be an active member of the Emergency Response Team.

· Operate pagers and radios efficiently and professionally in communicating with the hotel staff. User proper radio etiquette when communicating with other employees.

· Operate the CCTV mulitplexor as necessary.

· Distribute or tabulate any work as outlined by management.

· Perform any other duties as request by management.

Job Type: Full-time

Pay: $46,000.00 - $50,000.00 per year

Benefits:

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

Schedule:

• 8 hour shift
• Evening shift
• Weekend availability

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Florham Park, NJ 07932: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• Microsoft Excel: 2 years (Required)
• English: 5 years (Required)
• Hotel experience: 3 years (Required)

License/Certification:

• Driver's License (Required)

Work Location: In person

randomorbitinc.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, randomorbitinc.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, randomorbitinc.com is the ideal place to find your next job.