Assistant Front Office Manager/ Night Manager
Rosewood Hotels and Resorts
Job Description JOB TITLE: ASSISTANT FRONT OFFICE MANAGER / NIGHT MANAGER DEPARTMENT: FRONT OFFICE REPORTS TO: FRONT OFFICE MANAGER
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. • Ensure that daily payroll management procedures are submitted within deadlines. Ensure payroll paperwork is submitted on time for all departments within your department. Ensure staff adheres to the proper requisition process. AM manager on Duty is responsible for turning in payroll reports on the last day of the pay period. • Ensure occupational health and safety standards are maintained throughout the hotel and in compliance with local, state, and federal laws. Follow up on items requiring actions from the Occupational Health & Safety Committee. • 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 is available at the Front Desk and that all staff are knowledgeable of 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 and find coverage based on seniority as needed. • 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 (late arrivals and early departures); 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 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. • Perform and complete night audit & related accounting procedures, manage the activities at the Front Office and supervise the staff of the entire hotel during the overnight shift. • Monitors the front desk activities with regards to rebates, billing instructions, discounted rates in compliance with hotel policy. • 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, maintain confidentiality of guest information and pertinent hotel data, ascertain departmental training needs and provide such training, direct performance of staff and follow up with corrections when needed, input and access information in the property management system/computers/point of sales system.
• Language: Required to speak, read, and write English, with fluency in other languages preferred.
• Physical Requirements: Must be able to exert physical effort in transporting 30 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
• Licenses & Certifications: None required.
Visa Requirements: Must be legally eligible to work in Canada.
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. • Ensure that daily payroll management procedures are submitted within deadlines. Ensure payroll paperwork is submitted on time for all departments within your department. Ensure staff adheres to the proper requisition process. AM manager on Duty is responsible for turning in payroll reports on the last day of the pay period. • Ensure occupational health and safety standards are maintained throughout the hotel and in compliance with local, state, and federal laws. Follow up on items requiring actions from the Occupational Health & Safety Committee. • 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 is available at the Front Desk and that all staff are knowledgeable of 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 and find coverage based on seniority as needed. • 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 (late arrivals and early departures); 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 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. • Perform and complete night audit & related accounting procedures, manage the activities at the Front Office and supervise the staff of the entire hotel during the overnight shift. • Monitors the front desk activities with regards to rebates, billing instructions, discounted rates in compliance with hotel policy. • 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, maintain confidentiality of guest information and pertinent hotel data, ascertain departmental training needs and provide such training, direct performance of staff and follow up with corrections when needed, input and access information in the property management system/computers/point of sales system.
• Language: Required to speak, read, and write English, with fluency in other languages preferred.
• Physical Requirements: Must be able to exert physical effort in transporting 30 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
• Licenses & Certifications: None required.
Visa Requirements: Must be legally eligible to work in Canada.
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