Assistant Front Desk Manager

About the role

General Responsibilities:  Maintains a high quality of services offered to guests through the management of the functional areas of reservations, registration, bell services, telephone services and guest accounting so as to maximize room revenue at all times and maintain established standards and procedures of Shaner and/or franchise. Direct, implement and maintain a strong service and management philosophy which serves as a guide to respective staff  • Maintain a strong understanding of hotel amenities, local attractions, and events to provide insightful recommendations to guests. Qualifications (Essential):  • High school graduate.  • Minimum 1-3 years of front office management experience in the hospitality industry. • Ability to communicate in English with guests/visitors/vendors and hotel staff to their understanding.  • Ability to provide legible communication.  • Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. • Ability to write routine reports and correspondence.  • Ability to speak effectively before groups of customers or employees of organization.  • Ability to apply good judgment to carry out instructions.  • Ability to compute mathematical calculations.  • Familiarity with yield management and cost controls. Skills:  • Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.  • Ability to endure abundant physical movements in carrying out job duties.  • Ability to enforce hotel and brand standards, policies and procedures with staff. • Ability to ensure security and confidentiality of pertinent hotel, guest and employee data.  • Ability to use business computer systems effectively. • Ability to achieve and maintain required performance ratings.  • Ability to work flexible hours in a 24 x 7 operation. Expectations: • Be available to work a flexible schedule, including weekends, holidays, and varied shifts, as required to meet the needs of the Company’s business operations.  • Assist with other Department’s duties (Housekeeping, Food and Beverage, etc.) depending on operational needs. Maintain complete knowledge of and comply with all Shaner, franchise, and hotel/departmental policies and procedures.  • Maintain complete working knowledge of Night Audit procedures and provide training to employees as needed.  • Ensure all end of month reports are completed to standard.  • Maintain complete knowledge of hotel systems and operations.  • Hire, train and develop all hotel team members with the assistance of the Front Desk Manager.  • Ensure all house charges are adjusted weekly. Review for accuracy and legitimacy.  • Assist staff with expediting problem payments.  • Handle guest/employee complaints, accident reports, incident reports and investigate as directed by the General Manager in adherence with all hotel requirements.  • Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.  • Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet the business demands.  • Ensure that associates report to work as scheduled. Document any late or absent employees. • Insure all required training is complete according to standards.  • Empower employees to take necessary steps to satisfy guest needs and make decisions.  • Assist in the review and adjustment of monthly Profit & Loss statements.  • Assist with monthly, quarterly, and yearly forecasting of revenue, expenses and occupancy with accuracy.  • Monitor associate interaction with guests and each other to ensure prompt and courteous service; resolve discrepancies with respective personnel.  • Assist departmental staff with their job functions to ensure optimum service to guests / employees.  • Handle disputed charges by guests courteously following proper procedures.  • Keeps department overtime costs to an absolute minimum (obtains property manager approval prior to authorizing overtime). Maintains productivity and labor cost goals.  • Monitor staff performance in all phases of job functions ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel.  • Communicates, updates, and trains all department staff in the safety/security/emergency procedures of the hotel.  • Assist the Front Desk Manager/General Manager with preparation of annual forecasts and rooms budget.  • Ensure proper security is maintained over all cash funds, deposits and safes at the Front Office.  • Maintain procedures for credit control and handling of financial transactions.  • Ensure the yield controls are in place to achieve the highest possible occupancy and ADR.  • Monitor and ensure that all cashiering procedures comply with Accounting policies and standards.  • Complete work orders for maintenance repairs and submit to Engineering.  • Ensure that designated hotel entrances are locked/unlocked at specific times.  • Complete an inspection of all guest room floors, public areas, and rectify deficiencies with respective departments.  • Review previous night’s no-shows and ensure billing of such.  • Assist accounting in researching disputed charges.  • Anticipate sold-out situations, know overbooking policies, and locate alternate accommodations if necessary.  • Maintain call sheet for competitor’s daily rates.  • Anticipate low occupancy periods and coordinate blocking of rooms with Executive Housekeeper to minimize labor costs.  • Review arrivals report for accuracy.  • Monitor V.I.P. arrivals; greet and escort them to their rooms.  • Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and report guest concerns.  • Print special requests report and block according to specifications.  • Balance room types daily.  • Print credit check report and review status of each account. Follow up on accounts beyond approved credit limits.  • Review resumes for arriving groups; organize and coordinate master accounts and check-in/pre-registration procedures.  • Print and review masters for departed groups; check accuracy and communicate to accounting.  • Check for VIP/Amenities requests and coordinate delivery time of amenities/special requests with applicable departments.  • Review requests for late checkouts and approve according to policy, communicate with housekeeping.  • Serve as acting Manager in the Front Desk Manager’s absence.