Assistant Front Office Manager – Orlando

Scope
Assists the Front Office or Guest Service Manager in managing guest service operations to include guest registration, bell services, telephone services, night audit and guest reservations to ensure guest satisfaction and maximize hotel profitability.

Primary Responsibilities
Assists in the training and supervision of all Guest Services employees; coaches and counsels employees regarding career and personal developments.
Motivates staff within all hotel departments and establishes a productive working environment for hotel.
Conducts performance evaluations and provides feedback to employees.
Oversees and participates in guest registration.
Assists in scheduling staff according to labor standards and forecasts occupancy; assigns daily work tasks to employees; and monitors labor costs to stay within departmental budget.
Ensures agents use the appropriate walk-in sales strategy.
Resolves guest complaints to the satisfaction of the guest; responds promptly to any guest request for service.
Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security and emergency procedures as established.
Responds quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.
Provides a professional image at all times through appearance and dress.
Follows company policies and procedures and is able to effectively communicate them to subordinates.
Aggressively recruits and staffs department using company hiring standards (i.e. behavioral questioning, reference checks, evaluations and team interviews).
Conducts training classes regarding safety, security, department procedures and service guidelines.
May fulfill Manager on Duty shifts.
Ensures hotel is in compliance with all federal, state and local laws, including EEOC and Wage Hour laws.
Note: Other duties as assigned by supervisor or management

Relationships
Internal:
Hotel Employees: To receive information regarding guest needs or complaints
External:
Hotel guests: To provide customer service
Valet Service:To provide customer service
Transportation Companies: For guest transportation, Lost Bags, Distressed Passengers
Local Businesses: To provide information for guest and develop relationships

Qualifications
Education/Experience: High School diploma or equivalent and two years experience in Guest Services in medium to large sized hotel or similar industry, to include supervisory experience. Special consideration will be given to those who exhibit exemplary performance.

Certification and/or License Requirement: Alcohol awareness certification.
Skills and qualities:
Leadership skills
Interpersonal skills
Communication skills
Computer Skills and Typing
Reading, writing, simple math
Planning and organizational ability
Customer service orientation
Patience and understanding

Working Conditions:
Will be required to work nights, weekends and holidays.
Will be required to work in fast paced environment.
May be required to be on call when away from work.

Physical/Cognitive Abilities
This description of physical and mental activities is not intended to describe essential job functions. Rather, its purpose is to give the job applicant a feel for the physical and mental activities of the job to the end that an applicant with a disability can determine whether he or she will be able to do this job either with or without accommodations.
The major responsibility in this position is to manage the functional areas of guest services, therefore a significant portion of the workday is spent moving about, speaking and listening, usually while standing up.
The vast majority of time is spent moving about while communicating with staff or guests. Close supervision and interaction with staff and guests is essential in this position to ensure guest satisfaction. A significant portion of time is spent using the hotels computer system for reservations, scheduling or other guest related services.
Lifting or carrying approximately 50 lbs. can occur at times, but not often.
A small portion of time is spent sitting down and some of this time is spent completing departmental paper work, such as schedule or occupancy reports.
Reading and writing abilities are used often in reviewing and compiling departmental records or guest registration and reservation information.
Since the employee in this position oversees several subordinates, a vast amount of time is spent utilizing problem solving, reasoning, motivating and training abilities.
Mathematical skills such as profit/loss concepts, percentages and variances are used often.

Organizational Structure
Reports to: Guest Service Manager
Subordinates: Guest Service Representatives, Night Audit, Telephone operators,
Bellpersons, Van Drivers
Job title also known as: Assistant Front Office Manager, Assistant Front Desk
Manager, Front Office Supervisor
This job description is a general representation of the duties and responsibilities commonly found in Hospitality for this type of position; it may be modified at an individual hotel based upon business necessity.

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