Position: |
Assistant Front Office Manager |
Date: |
March 2024 |
Reports to: |
Front Office Manager |
JOB SUMMARY
Working in conjunction with the Front Office manager to ensure guest service standards of the guest arrival, departure, and any other guest contact experience are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.
CANDIDATE PROFILE
Experience
JOB ESSENTIALS
Item |
Example |
People |
Foster a work environment where all team members have an opportunity to realize their full potential; Shows genuine concern for the individual employee. Treats employees with tact, cooperation, helpfulness and empathy; Consistently works to improve the performance of subordinates and to prepare them for future growth. |
Training |
All team members will receive extensive training and go through testing prior to being placed into a role. Each team member must stay over and experience all areas of the hotel and go through a checklist acknowledging they tried all of the hotels services. Team members must be aware of the local area. All team members must complete the required brand training as per brand requirements. |
Communication / Follow Up |
In any hotel, communication is key. Team members must own any issues and a solid plan in place for following up on guest requests as well as in house requests. (Upgrading VIP’s, handing out info to guests upon arrival in welcome packets, etc). The FOM should ensure all group resumes are accessible and read and followed up on. Ensure timeliness to meetings. |
Expense / Labor Controls / Overtime |
The AFOM should stay within forecasted numbers in regards to departmental and labor expense. Expenses should be flexed based upon demand. Overtime must be controlled. Plans appropriate allocation of resources and assignments of staff Utilize labor reports. |
Revenue Maximization |
It is crucial that the front desk team contributes to the sellout efficiency. It is up to the FOM to ensure upsell/perfect sell programs are in place, hotel loyalty program enrollments, etc. The front desk owns the hotel day of arrival. This will be measured via the daily revenue reports, etc. |
Guest Scores / Experience |
All scores pertaining to the front desk area should be at or above the brand average. In the event the hotel is running above the brand average, the scores should be at or higher than the previous years scores. All responses will be followed up on within brand guidelines. (Guest assistance, SALT etc). Maintain TripleAAA 4 Diamond rating. Familiar with criteria. |
QA |
Must ensure passing of brand QA. Ensure each team member is trained and SALT score is at or above brand expectations for all items pertaining to the front desk / transportation, etc. |
Safety |
Ensure you and the teams are certified in all applicable state and required safety certifications (CPR, etc). In addition, ensure everyone is trained on Emergency procedures, where to find the emergency manual, where to find various shut off valves, fire panel, etc. Ensure regular safety checks of the shuttle. |
Cleanliness |
Own / Maintain lobby appearance / PBX back Office at all times. |
Other
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including Holidays and weekends) to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.
***Blue Sky Hospitality Solutions is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.**
I have read the above and understand and accept and agree to the job essentials / job requirements and other aspects that this position requires.
Date
Team Member Acknowledgement Printed Name: |
X |
|
Team Member Signature: |
X |
Date
Manager / Supervisors Printed Name: |
X |
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Manager / Supervisors Signature: |
X |
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