Asst. Front Office Manager

				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 act as a supervisor to all Guest Services, Concierge and Uniformed Services/Transportation personnel assist with guest complaints and represent management in the absence of the Guest Services Manager - OEM.

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 Guest Service Managers - OEM with check-ins and checkouts; confirm that all SOP's are being followed properly.
* Assist and supervise Guest Service Managers - OEM with daily duties.
* Train new employees, help to develop and implement training programs.
* Maintain log of rooms in "out of order" status.
* Authorize and sign adjustments and paid outs over the limit.
* Oversee discrepancy report and monitor follow-through.
* Post updated information on 72-hour sheet and review with Guest Service Agents.
* Work closely with housekeeping regarding daily room status.
* Oversee Bell staff in the absence of a Supervisor.
* Confirm that Guest Service Managers - OEM, Operators and Valet complete all duties.
* 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.
* Oversee Supervisors complaint and request log.
* Log all absenteeism and employee lateness.
* Monitor energy management, PBX, Pay-TV consoles to ensure proper functioning of equipment.
* Block rooms for special groups.
* Participate in Room Inspection programs.

Qualifications:

* A 4-year college degree and at least 1 year of related experience required.
* Supervisory experience required. Labor experience and OPERA experiences preferred.
* Must be proficient in Windows, Company approved spreadsheets and word processing.
* Long hours sometimes required. Two overnight shifts with this position. 
* Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
* Ability to stand during entire shift.
* Maintain a warm and friendly demeanor at all times.
* 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.
* Attend all hotel required meetings and trainings.
* Participate in M.O.D. coverage as required.
* 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.
			

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