Front Desk Assistant Manager

Description

Position Summary

The Assistant Front Office Manager is responsible for, but not limited to, supervising the Front Desk Supervisor and Agents while overseeing the Front Desk operations. As well as, providing attentive, courteous, and efficient service to all guests during check in, throughout their stay, and at check out, while maximizing room revenue and occupancy. We are the first and last impression for the hotel; our main function is to register all guests into their rooms ensuring complete satisfaction with their accommodations. Also, we check them out of their room making sure their billing is accurate. This position requires consistent adherence to policies and procedures of the department as outlined in the Biltmore Standard Operating Procedures (BSOP’S). 

Responsibilities

• Provide leadership and support for Front Desk Supervisor/Front Desk Agents and ensures all agents are performing their job tasks to the appropriate level of service.
• Present positive impression of establishment meeting grooming standards, keeping an optimistic and positive attitude at all times. 
• Assist Front Office Manager with planning, developing and conducting training for the front desk agents.
• Schedule and develop department meetings.
• Monitor timecards and overtime; ensure there are no missing punches on PayCom System for each agent.
• Complete payroll in a biweekly period.
• Prepare weekly work schedules in accordance with staffing guidelines and labor forecasts. Adjust schedules throughout the week to meet business demands.
• Complete monthly inventory of Front Desk supplies and make Purchase orders according to what is needed.
• Anticipate low occupancy periods and coordinate clocking of rooms with Executive Housekeeper to maximize labor costs, deep cleaning and maintenance of rooms. 
• Anticipate sold out situations and know how many rooms are overbooked. Locate alternative accommodations for guest relocated, following hotel policies and procedures. Prepare a walk list, protecting VIPs.
• Has current knowledge of the day’s arrival and departures; provide seamless check-in and checkout experiences for our guests using the LQA standards.
• Monitors the Housekeeping statuses of the pending arrivals including VIPs. Follow up on waiting rooms and stays on top of guest’s waiting times.
• Ensure that all signatures and initials are completed on the guest registration card.
• Obtain Credit Card from guests and swipe into the computer system.
• Handle guest comments and concerns in a timely and appropriate manor and complete a GIA report for guest concerns related to the Front Desk.
• Proactively gather guest profile information.
• Relay all guest comments and concerns to the FOM/AFOM to ensure proper follow up.
• Act on guest profile information to completely delight our guests.
• Reviews and signs off on agent’s audits.
• Ensures Front Desk Agent tasks are performed on timely manner and carried out appropriately.
• Supervises and controls meal periods.
• Protect privacy of guests and co-workers at all times. 
• Provide the guests upon their request with an updated and correct folio of their guest account.
• Investigate and dissolve disputed charges on guest’s accounts.
• Handle and maintain a $1000 bank to provide change to guests and exchange Foreign Currency.
• Ensure open communication with the guest service staff to communicate guest requests such as luggage requests for check in and check outs.
• Have knowledge of all groups and events in-house including special requirements and billing arrangements. 
• Have knowledge of room locations, room types, locations and descriptions of all of our outlets.
• Run a credit limit report for all in-house guests and obtain additional credit when needed. When additional credit is not able to be obtained, follow up with the guests needs to be done for another form of payment.
• Process and handle guest calls and outside calls.
• Cover overnight shifts as needed.
• Respond to reservation inquiries, take reservations, change, cancel reservations when needed, and assessing the no-show and cancellation fees when necessary.
• Keep Front Desk with sufficient stock of materials and supplies.
• Be attentive and ready during Pass-On shift meetings and ready to take responsibility and ownership of issues presented.
• Operate simple office equipment, keeping it in working order, if not in working order, notify manager and Systems department.
• Assist accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
• Plan for cross training of new hires and current employees on a regular basis.
• Provide staff with feedback of their performance. Handle disciplinary problems and counsel employees according to hotel standards.
• Ensure all closing duties for staff is completed before staff clocks out.
• Review all out of order rooms daily with respective departments to determine most current status and estimated date for return to inventory. 
• Monitor VIP arrivals; greet and escort them to their room according to VIP standards.
• Work closely with Housekeeping Management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
• Make sure rooms for Site Inspections are placed Out of Order and communicated to Housekeeping. 
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that the staff is knowledgeable on such.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service: rectify any deficiencies with respective personnel. 

Requirements

Experience and Education Required

• Education  

High School Diploma required.

• Experience  

Minimum 2 years’ experience in a supervisor position at a luxury hotel.

Skills Required

• Must be able to: 
• Speak, read, write and understand the English language.  
• Compute accurate mathematical calculations.
• Provide legible communication and directions.
• Perform job functions with attention to detail, speed and accuracy.
• Prioritize and organize.
• Think clearly, remaining calm and resolving problems using good judgment.
• Follow directions thoroughly.
• Understand guest’s service needs.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision.
• Maintain confidentiality of guest information and pertinent resort data. 
• Use a computer keyboard and possess basic typing skills.  
• Possess moderate to advanced computer skills.  
• Work in a dynamic and constantly changing environment. 
• Adept to multitasking. 

Success Criteria

• Team Player
• Demonstrates co-operation within the team and with other departments
• Listens carefully and works well with others
• Has a positive influence on others in the team and clearly enjoys working with people
• Guest Focused
• Anticipates guests’ needs and is sensitive to people from all cultures
• Has a natural, warm smile and a friendly and passionate approach
• Demonstrates confident, helpful and genuine behavior with internal and external guests.
• Delivers their Best
• Has energy and sense of urgency for his/her work
• Resourceful, makes things happen and looks for ways to work more efficiently
• Always looks their best and acts appropriately (e.g. approaching guests, body language)
• Composed
• Able to stay calm under pressure
• Demonstrates maturity and ability to cope with the unexpected
• Never lets personal feelings interfere with delivering the highest standards
• Trustworthy and responsible
• Excellent records of attendance and punctuality
• Is reliable and demonstrates the ability to work without supervision
• Demonstrates a high level of personal integrity, honesty and trust
• Time Management
• Uses his/her time effectively and efficiently; values time, concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities. Makes decisions in a timely manner.
• Listening
• Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.
• Drive for Results
• Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom line oriented; steadfastly pushes self and others for results.
• Developing Self and Others
• Personally committed to and actively works to continuously improve him/herself; works to deploy strengths: works on compensating for weakness and seeks feedback.
• Directing Others
• Is good at establishing clear directions; sets stretching goals; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator.

Licenses or Certifications

• N/A

Standard Specifications

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. This job description reflects the job content at the time of writing and will be subject to periodic change in light of changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended accordingly. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor. 

Due to the nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays. The employee will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department/Division. 

The employee will actively follow The Biltmore Hotel policies including Equal Opportunities policies and will maintain an awareness and observation of Fire and Health & Safety Regulations.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Grooming

All employees must maintain a neat, clean and well-groomed appearance per Biltmore Hotel standards.