Assistant Front Office Manager

Position Purpose & Summary

The Assistant Front Office Manager is responsible for the daily quality and accuracy of the work produced by the Front Office Staff. The highest standards of operation relating to guest satisfaction are to be maintained through the Assistant Front Office Manager in the overall operations of the Front Office.

Essential Duties & Responsibilities: Oversee daily operations of the valet, concierge, reservations and front desk teams to ensure guest satisfaction, resolve guest issues, and ensure that the front office team is supported at all times.

 

Essential Functions:

• Assist the Front Office Manager in running the day-to-day operations of the Front Office.
• Control all guestroom allocations, ensuring that reservations are accurately recorded and monitored to ensure optimum occupancy and revenue is achieved.
• Responsible for assisting the Front Office Manager in hiring and scheduling personnel within the Front Office.
• Train and develop the Front Desk Staff to exceed expectations and provide flawless, consistent service.
• Encourage good guest relations. Be available at peak business times including weekends and holidays.
• Maintain an efficient system of communication between the Front Office and other departments, regarding guests' arrivals, departures, room moves, etc.
• Act as group contact and handle the following: room blocking, arrivals (paying special attention to billing), departures and attending pre-con meetings.
• Control and monitor blocks and additional blocking as needed, i.e. special requests, suites, etc.
• Answer PBX and reservation calls during shift and assist callers, accordingly, answered calls before 4th ring.
• HotSOS champion for the department
• Double check all booking channels (OTA, Synxis) and cross reference reservations for accuracy.
• Implement and support programs to enhance product and service at a four-diamond level with a five-star attitude.
• Cooperate with the Sales Department to ensure that the client room requirements are met and that the potential clients are shown representative rooms as required.
• Maintain an atmosphere within the property that encourages an exchange of information and builds rapport between all employees
• Maintain safety and security standards and ensure all guest services staff are properly trained to handle emergency situations.
• Remain alert, courteous and helpful to the guests at all times.
• Ability to work well with guests to resolve conflicts in a positive manner.
• Maintains current knowledge of events in the area, points of interest, and services in the area.
• Assist in the upsell program
• Assist Front Desk agents blocking Cottage and Casita reservations to assure maximum opportunity to sell three-bedroom units.
• Conduct pre-shift meetings for all Front Office staff
• Plan and coordinate project work to ensure that proper frequencies are maintained.
• Assist with scheduling and logging projects to ensure proper rotation and accountability of completion.
• Respond to all guest requests, problems, complaints and/or accidents and follow up to ensure overall guest satisfaction.
• Motivate, coach, counsel all Front Office team members.
• Lead and mentor employees. Conduct one-on-one meetings with associates on at least a quarterly basis.
• Develop team member moral and ensure working well with Rooms Department (Housekeeping and Engineering team members)
• Ensure that large guestroom turns are managed efficiently.
• Promote positive public/team member relations at all times.
• Maintain a clean, safe, hazard-free work environment within area of responsibility.
• Maintain a current understanding of all policy and guidelines regarding information security including key controls. Understand and comply with all information security policies and procedures at all times.
• Responds to change well and adapts as needed.
• Learns quickly and maintains a growth mindset and is always working to develop new practices to improve service
• Provide exceptional customer service to all patrons and communicate in a pleasant, friendly and professional manner at all times. Maintain a professional work environment with supervisors, managers and team members and promote open lines of communication with managers, team members and other departments.
• Must complete all required training programs within six (6) months from commencement of employment.
• Position hours will fluctuate based on business demand and 24 hour operation
• Meet the attendance guidelines of the job and adhere to regulatory, departmental and company policies.
• Deliver "I Am Proud" service standards and department-specific signature touch points.
• Establish cross-departmental channels of communication among teammates that are consistent and complete.

 

Additional Duties and Responsibilities:

 

• Greet every guest, member, and team member with "I Am Proud" standards and set a positive tone for every interaction.
• Provide extraordinary service that is "Enriching by Nature."
• Embrace, embody, demonstrate, and encourage wellness and the STRATA virtues through interactions, performance, and commitments.

• Uphold the Garden of the Gods Resort and Club's brand, culture, vision, mission, and values.
• Be empowered to make things go right if they go wrong.
• Give the guest/member a fond farewell.
• Address feedback by utilizing the LEARN Model.
• Demonstrate a professional appearance and be attentive to what matters most.
• Comply with company policies and procedures.
• Observe and adhere to safety guidelines.

 

Marginal Functions:

 

• Perform other duties as assigned.
• Interface positively with other departments, offering assistance when needed.
• Displays care for the use of equipment and maintain an organized and professional work environment.

 

Position Requirements:

 

1. Minimum Knowledge & Skills:

• Requires excellent knowledge of Microsoft Word, Outlook and Excel, professional use of email and general computer usage.
• Requires ability to analyze interpret / extract information and / or perform arithmetic functions. Require typing CRT, record keeping and work processing,
• Will have need for excellent communication skills in English.
• Knowledge of OPERA Property Management System preferred

1. Formal Education and Job-Related Experience:

• Demonstrated knowledge of and experience in rooms control and front office operations for a 150+ hotel
• These skills and abilities are typically acquired through a minimum of 2 years successful supervisor experience in hotel front office with a 150+ room property
• A Bachelor's Degree in Hotel, Business or Institutional Management or related area is preferred.

1. License, Registration, and/or Certification Required:

Valid Drivers' License required

 

External and Internal Personal Contact:

 

1. Communications:
• Daily – Communicate with guests and members, housekeeping team members, laundry team members, front desk team members, valet, concierge, reservations, dining and engineering
• Weekly – Communicate with other departments such as Housekeeping, Engineering Membership, Spa, Tennis, Golf, Finance.
• Occasionally – Participate in one-on-one coaching sessions.

 

1. Teamwork and Collaboration: This position requires continuous teamwork as well as internal and cross-departmental communication.

 

 

 

Additional Licenses and/or Certifications Required:

 

	YES	NO
Valid Driver's License	X
CPR Certification		X
Food Protection Manager Certification		X
Food Handler Certification		X
Alcohol Server/Seller Certification		X

 

 

 

 

 

 

Position Analysis/Specifications:

	N/A (Not Applicable)	OCCASIONAL	FREQUENTLY
Sitting			X
Standing			X
Walking			X
Bending Over			X
Crawling			X
Reaching		X
Crouching		X
Kneeling		X
Balancing		X
Pushing / Pulling		X
Lifting / Carrying: 10 lbs. or less		X
11 to 25 lbs.		X
26 to 50 lbs.		X
51 to 70 lbs.	X
Manual Dexterity			X
Fine Motor Skills			X
Gross Motor Skills			X
Eye / Hand Coordination			X
Near Vision			X
Far Vision			X
Color Recognition			X
Hearing			X

 

Environmental Factors:

Environmental factors may include indoor setting with overhead lighting and comfortable ventilation. May occasionally be called upon to work in all areas of the property, both inside and outside, possibly in inclement weather.

 

	YES	NO
Working Outside	X
Working Inside	X
Working Alone	X
Working Closely with Others	X
Excessive Cold / Heat		X
Excessive Humidity / Dampness		X
Noise / Vibrations		X
Working Above Ground	X
Working Below Ground		X
Working with Chemicals / Detergents / Cleaners	X
Working Around Fumes / Smoke / Gas	X
Walking on Uneven Surfaces	X
Operating Motorized Equipment or Vehicles	X
Working Around/Near Machinery/Motorized Equipment	X
Climbing on Scaffolds or Ladders	X
Continuous use with a Computer and Keyboard	X

 

The Garden of the Gods Resort and Club offers a diverse, dynamic, and thriving environment that supports career development for all our team members.