Asst Front office Manager

Primary Objective of Position: To provide efficient and courteous service to each customer and maximize room revenues by assisting in the direction and supervision of the activities of the Front Office operation (Front Desk, Reservations, Bell Staff, PBX, Concierges) in accordance with Trust Hospitality Standard Operating Procedures.

Essential Functions:

• Assists in assuring customer satisfaction and maximization of room revenue by supervising the Front Office Operation.
• Address questions of problems pertaining to customer room accommodations and rates; control open and closed dates, availability and condition of rooms; provide effective key control and participate in matters relating to customer room security; ensure customer mail handling and message delivery systems function efficiently; provide control over rates, implement approved rate changes; monitor advance deposit procedure; coordinate billing with the accounting department; revise daily forecast whenever status changes and inform department heads as necessary.
• Ensure efficient guest registration, check out and telephone service.
• Observe front desk agents and ensure that established procedures are completed in accordance with policy and procedure.
• Direct and train front desk staff and operators. Assist in new-hire and ongoing training.
• Review current days expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, clocked properly and other departments are notified of room assignment.
• Ensure all necessary reports and forms are completed daily.
• Follow all applicable Trust Standard Operating Procedures.

Other:

• Regular attendance in conformance with the standards is essential to the successful performance of this position.
• Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel.
• Attendance at all scheduled training sessions and meetings is required.
• Upon employment, all associates are required to fully comply with Trust rules and regulations for the safe and effective operation of the hotel facilities.

Supportive Functions:

• Assist Guest Relations/Receivable as necessary.
• Any other duties as assigned by FOM, Rooms Director or GM.
• Responsible for the selection, training and development of personnel.
• Will assist in discipline and termination procedures.

Teamwork Skills:

• Be an enthusiastic, helpful and positive member of the team.
• Be professional, responsible and mature in conduct and behaviour.
• Maintain open line of communications with each department.
• Report to work on time and give adequate notice if going to miss work.
• Be available to work a flexible schedule to include weekends and holidays.

Safety And Security:

• Properly handle and account for keys.
• Be knowledgeable of policies regarding emergency procedures and security concerns.

Specific Job Knowledge, Skills And Abilities:

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability and computer skills.
• Extensive knowledge of the hotel, its services and facilities.

Physical Demands:

• Most work tasks are performed indoors.
• Must be able to sit at a desk for up to 5 hours per day.
• Position requires walking and giving direction most of the working day.
• Must be able to lift up to 15 lbs occasionally.

Qualifications:

• Bachelor's degree preferred, two to four years experience in front office/housekeeping/guest services, including at least two years supervisory experience required.

Grooming: All associates must maintain a neat, clean and well-groomed appearance per Trust Standards.

This job description is not an exclusive or exhaustive list of all job functions that an associate in this position may be asked to perform from time to time.