Assistant Dir Front Office

Job Description

JOB TITLE  Assistant Director of Front Office Operations

DEPARTMENT Front Office

SUPERVISOR Director of Front Office Operations

UPDATED  February 2003

POSITION PURPOSE Oversees all Front Office Operations to insure profitability, control costs and quality standards to insure total guest satisfaction.

ESSENTIAL FUNCTIONS

1. Maintains all standards of guest service to provide the very best in guest experience.
2. Manages and motivates all front office associates with the daily supervision to include staffing, training, discipline, scheduling, and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction.
3. Receives and resolves all departmental guest complaints in timely manner and within the guidelines of the company.
4. Checks and controls room reservations, front office systems, and supplies inventory, scheduling, forecasting, and department budget to maximize revenue.  Compile and prepare financial reports, including rate and availability calendar.
5.  Communicates with guests and associates both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work.  Organize, conduct and/or attend meetings to obtain and disseminate pertinent information.
6. Implements and monitors all corporate marketing programs.
7. Organizes and conducts pre-shift and departmental meetings to disseminate pertinent information.
8. Performs room inspections throughout guest floors.
9. Assists in check in/check out of guests or any related guest service activity.
10. Performs other duties as requested, such as special requests from guests.
11. Participates in manager on Duty program, constant monitoring throughout Hotel and trouble shooting problems.
12. Flexible hours and availability nights and weekends.

POSITION REQUIREMENTS

1. Considerable knowledge of computer systems for registration, reservations, and back up systems.
2. Above average mathematical comprehension to understand and interpret numbers as they apply to operations in Hotel.
3. Ability to read, write, speak, and understand the English language to communicate with guests and associates.
4. Thorough organization and supervisory skills proficient in accomplishing the task.
5. Ability to develop subordinates to enhance advancement in the hotel and corporation.
6. Ability to analyze complex statistical data and make judgements accordingly.
7. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts.
8. College education preferred.
9. Minimum of two to five years experience as Assistant and/or Front Office manager Operations.
10. Bilingual in Spanish is helpful.
11. Multi-tasking abilities.
12. Run or hold Monthly departmental meetings.
13. Ability to manage change.