Assistant Room Operations Manager - Front Office

JOB SUMMARY

Entry level management position that focuses on supporting the day-to-day
activities of Rooms Operations of areas that include Housekeeping, Recreation.
Laundry, Staff, AYS and Concierge/Guest Services. Position assists in working
with employees to carry out guest arrival and departure procedures and
to maintain the property’s cleanliness standards. Strives to ensure guest
and employee satisfaction and achieve the operating budget.

CANDIDATE PROFILE

Education
and Experience

• High school diploma or GED; 3 years experience
in the guest services, front desk, housekeeping, or related professional
area.

OR

• 2-year degree from an accredited university in Hotel
and Restaurant Management, Hospitality, Business Administration, or related
major; 1 year experience in the guest services, front desk, housekeeping,
or related professional area.

CORE WORK
ACTIVITIES

Supporting the Management of Rooms
Operations Activities

• Opens and closes Front Desk shifts /
Housekeeping and ensuring completion of assigned shift checklist and other
duties.

• Runs and reviews critical information contained in room
operations reports.

• Understands the functions of the Recreation.
Laundry, Housekeeping, Bell Staff, AYS, Front Desk and Concierge/Guest Services
operations.

• Operates all department equipment as necessary
and reporting malfunctions.

• Ensures employees have the proper supplies
and uniforms.

• Understands night audit procedures and being able
to comprehend and utilize reports as necessary.

• Understands
and complies with loss prevention policies and procedures.

• Communicates
performance expectations employees in accordance with job descriptions for each
position.

• Handles employee questions and concerns.

• Effectively
schedules employees to business demands and tracks employee time
and attendance.

Contributing Information to Support
Managing to Budget

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

•
Verifies accuracy of room rates to maximize revenue opportunities

• Uses
budgets, operating statements and payroll progress reports as needed to assist
in the management of the Room Operations.

• Participates in
the management of departmental controllable expenses to achieve or exceed
budgeted goals.

• Understands the impact of Room Operations on
the overall property financial goals and objectives.

Providing for and Managing the Guest Experience

•
Assists in the investigation of employee and guest accidents.

• 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

• Sets a positive example for guest relations.

• Interacts
with guests to obtain feedback on product quality and service levels;
effectively responding to and handles guest problems and complaints seeking
assistance from supervisor as necessary.

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