Assistant Front Office Manager
Rosewood Hotels and Resorts
Job Description Job Summary:
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 associates.
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 associates are 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 associates report to work as scheduled. Document any late or absent employees.
• Coordinate breaks for associates.
• Assign work duties to associates.
• Conduct pre-shift meeting with associates and review all information pertinent to the day's business.
• Inspect grooming and attire of associates; 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 associates’ performance in all phases of service and job functions. rectify any deficiencies with respective personnel to include Front Desk associates, Bell/Door associates, PBX associates and Concierge associates.
• 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 associates' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist associates with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with associates 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 associates 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.
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 associates.
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 associates are 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 associates report to work as scheduled. Document any late or absent employees.
• Coordinate breaks for associates.
• Assign work duties to associates.
• Conduct pre-shift meeting with associates and review all information pertinent to the day's business.
• Inspect grooming and attire of associates; 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 associates’ performance in all phases of service and job functions. rectify any deficiencies with respective personnel to include Front Desk associates, Bell/Door associates, PBX associates and Concierge associates.
• 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 associates' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist associates with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with associates 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 associates 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.
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