Assistant Front Desk Manager

JOB SUMMARY

Entry level management position that is responsible for leading and assisting
with the successful completion of daily shift requirements. Front office areas
include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Strives
to ensure guest and employee satisfaction and achieve the operating budget.
Assists in completing financial and administrative responsibilities.

CANDIDATE PROFILE

Education
and Experience

• High school diploma or GED; 2 years experience
in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant
Management, Hospitality, Business Administration, or related major; no work
experience required.

CORE WORK ACTIVITIES

Supporting Management of Front Desk Team

•
Utilizes interpersonal and communication skills to lead, influence,
and encourage others; advocates sound financial/business decision making;
demonstrates honesty/integrity; leads by example.

• Encourages
and building mutual trust, respect, and cooperation among team members.

•
Serves as a role model to demonstrate appropriate behaviors.

•
Understands employee positions well enough to perform duties in employees'
absence.

• Handles employee questions and concerns.

• Supports all
areas of the Front Office in the absence of the Front Office or Front Desk
Manager.

• Supports daily Front Desk shift operations.

Supporting Progress Toward Guest Services and Front Desk
Goals

• Supports day-to-day operations, ensuring the quality,
standards and meeting the expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize, organize, and accomplish
your work.

• Handles complaints, settling disputes, and resolving
grievances and conflicts, or otherwise negotiating with others.

•
Participates in department meetings and continually communicates a clear
and consistent message regarding the Front Desk goals to produce desired
results.

• Strives to improve service performance.

• Observes
staffing levels to ensure that guest service, operational needs and financial
objectives are met.

• Supports training of staff on adherence to all
credit policies and procedures to reduce bad debts and rebates.

•
Supports same day selling procedures to maximize room revenue and property
occupancy.

• Understands the impact of Front Desk operations on
the overall property financial goals and objectives.

Ensuring Exceptional Customer Service

• Provides
services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand
guest needs, providing guidance, feedback, and individual coaching when
needed.

• Sets a positive example for guest relations.

•
Encourages employees to provide excellent customer service within
guidelines.

• Handles guest problems and complaints seeking assistance
from supervisor as necessary.

• Interacts with guests to obtain feedback
on product quality and service levels.

Supporting
Projects and Policies

• Supports implementation of customer
recognition/service programs, communicating and ensuring the process.

•
Assists in the review of comment cards and guest satisfaction results
with employees.

• Ensures employees have the proper supplies
and uniforms.

• Assists in the use of a guest information tracking system
to ensure that a successful repeat guest recognition program is in use
to recognize guest preferences and aid in problem resolution.

Supporting Handling of Human Resource Activities

•
Identifies the developmental needs of others and coaching, mentoring,
or otherwise helping others to improve their knowledge or skills.

•
Provides guidance and direction to subordinates, including setting performance
standards and monitoring performance.

• Provides feedback to individuals
based on observation of service behaviors.

• Participates in an ongoing
employee recognition program.

• Supports training when appropriate.

• Participates in the employee performance appraisal process.

Additional Responsibilities

• Provides information
to supervisors, co-workers, and subordinates by telephone, in written form,
e-mail, or in person.

• Analyzes information and evaluating results
to choose the best solution and solve problems.

• Informs and/or updating
the executives, the peers and the subordinates on relevant information in
a timely manner.

• Performs all duties at the Front Desk
as necessary.

• Understands the functions of the Bell Staff, Switchboard
and Concierge/Guest Services operations.

• Complies with loss prevention
policies and procedures.