Assistant Front Office Manager / Night Audit

				Overview:

The Assistant Front Office Manager's primary function is to assist the Front Office Manager with the daily operations of the front office. He/she will assist with guest complaints and represent management in the absence of the Front Office Manager.

Responsibilities:

* Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk.
* Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
* Assist with development of employee morale and ensure training of Guest Services personnel.
* Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
* Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
* Monitor proper operation of the P.B.X. console and ensure that employees maintain Highgate Hotel S.O.P.'s in its use.
* Greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s.
* Ensure implementation of all Highgate Hotel policies and house rules. Understand hospitality terms.
* Assist with check-ins and checkouts; confirm that all SOP's are being followed properly.
* Train new employees, help to develop and implement training programs.
* Maintain log of rooms in "out of order" status.
* Perform Night Audit functions. Able to review all Night Audit related functions and able to produce Night Audit reports.
* Authorize and sign adjustments and paid outs over the limit.
* Oversee discrepancy report and monitor follow-through.
* Work closely with housekeeping regarding daily room status.
* Oversee Bell staff in the absence of a Supervisor if applicable.
* Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
* Ensure correct and accurate cash handling at the Front Desk.
* Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
* Be aware of all rates, packages and promotions currently underway.
* Follow and enforce all Highgate Hotel credit policies.
* Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
* Ensure participation within department for monthly Highgate Hotel Enrichment Committee.
* Ensure team understands and remains focused on their role in contributing to the Guest Service and audit scores.
* Assist with sign off of all Service Standards by Position for Guest Services staff.
* Monitor all V.I.P.'s, special guests and requests.
* Review Front Office lo book and Guest Request log on a daily basis.
* Monitor energy management, PBX, Pay-TV consoles to ensure proper functioning of equipment.
* Block rooms for special groups.
* Participate in Room Inspection programs.

Qualifications:

* At least 5 years of progressive experience in a hotel or related field; or a 2-year college degree and a minimum of 3 years of progressive experience in a related field; or a 4-year degree and a minimum of 1 year of progressive experience in a related field. 
* Previous supervisory responsibilities
* Must be proficient in Windows, Company approved spreadsheets and word processing.
* Opera cloud experience necessary
* Long hours sometimes required.
* Must be able to stand during entire shift.
* Sedentary work, exerting up to 20 pounds of force occasionally and/or up to 10 lbs of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
* Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
* Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
* Must be able to multitask and prioritize departmental functions to meet deadlines.
* Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
* Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
* Maintain high standards of personal appearance and grooming, which include wearing nametags.
* Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
* Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
* Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
* Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
* Must be able to maintain confidentiality of information.
* Perform other duties as requested by management.
			

Apply

Share this job:

Share this Job

View company profile

Highgate Hotels

Connect To Our Company