Benefits:
401(k)
401(k) matching
Bonus based on performance
Dental insurance
Employee discounts
Free food & snacks
Health insurance
Opportunity for advancement
Paid time off
Training & development
Vision insurance
Wellness resources
Job Overview
Assistant Front Office Managers understand that the Front Office is a critical touch point in the hotel and leadership skills and a natural ability to foster relationships is a must. AFOMs are responsible for juggling competing priorities, including assisting the Front Office Manager with scheduling, reporting, and budgeting. They manage all aspects of the Front Office areas which may include, but not limited to guest registration, bell services, reservation assistance, telephone services and guest experience responsibilities to ensure guest satisfaction and maximize hotel profitability. Fluid communication with other departments and superior service recovery are required to ensure both smooth operations and positive experiences for our guests.
The person having this position must possess good communication skills, have the ability to resolve conflict and have a thorough understanding of LINE policies, procedures and expectations.
Because of the fluctuating demands of the company’s operation, it may be necessary that each employee perform a multitude of different functions; therefore, as an essential part of your position, you will be expected to help others when the occasion arises, just as other employee is expected to help you. Accordingly, you may be expected to perform other tasks as needed or as directed.
Essential Functions & Responsibilities
Supervises daily front office functions to ensure courteous and professional guest service levels
Resolve guest complaints in a satisfactory manner
Coordinate daily group arrival/departure preparation, special requests, room assignments and guest amenity programs
Assist in scheduling front office staff appropriate to forecasted business levels, when needed
Follow up with front office staff on daily shift and individual duties
Provide verbal instruction and guidance compliant with the company’s policies and standards
Support and comply with hotel policy and company policy in matters concerning accounting, purchasing, credit and cash handling
Responsible for maintaining front office/lobby appearance while on duty
Maintain proper collateral and supply inventory to support all appropriate front office activities
Coordinate relocation of guests when necessary
Maintain proper operation of all aspects of our Property Management System
Understand all fire/safety procedures and provide necessary assistance to guests and employees in the event of an emergency
Participate in scheduled departmental and administrative meetings as requested
Play an active role in recruitment, interviews, onboarding and training
Play an active role in your department's development and engagement
Adhere to all standards of operations, policies and procedures, manuals, memos and verbal instructions
Be familiar with all safety and emergency procedures including OSHA requirements
Attend relevant meetings
Greet every guest with a smile and maintain eye contact
Must be courteous and gracious, maintaining a professional demeanor at all times
Maintain high standards of personal appearance and grooming, which includes adhering to the proper dress code when working
Establish and maintain good communications and teamwork with fellow colleagues and other departments within the hotel
Knowledge, Requirements and Skills
Minimum 2 years of supervisory or management hotel experience in a luxury or boutique hotel required
Highschool diploma or GED equivalent required
College education preferred
Proficiency with Opera Cloud PMS required
Excellent reading, writing and oral proficiency in the English Language
Excellent organizational skills
Excellent attention to detail
Ability to multitask
Excellent communication skills
Able to handle a large volume of guest interactions in an efficient and courteous manner;
Proficient in Microsoft Office, Internet
Work well under pressure, requires being a team player
Working Conditions/Environment
The noise level in the work environment is usually moderate
The person having this responsibility may have to lift up to 50lbs on a daily basis
The person having this position may have to sit for one (1) hour, stand and/or walk, push, kneel, bend, balance, squat, reach and stretch for eight (8) hours per day
The work environment characteristics described herein are representative of those an Employee typically encounters while performing the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.