Assistant Front Office Manager
Rosewood Hotels and Resorts
Job Description OVERVIEW/BASIC FUNCTION: Responsible for the management of all aspects of the Front Desk functions, in accordance with hotel standards. Directs implements and maintains a service and management philosophy which serves as a guide to respective staff.
RESPONSIBILITIES: • Maintain complete knowledge of and comply with all departmental policies, service procedures and standards. • Ensure that standards are maintained at a superior level on a daily basis. • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards. • Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended. • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day. • Maintain positive guest relations at all times. • Resolve guest complaints, ensuring guest satisfaction. • Monitor and maintain cleanliness, sanitation and organization of assigned work areas. • Maintain complete knowledge at all times of: a. All hotel features/services, hours of operation. b. All room types, numbers, layout, decor, appointments and location. c. All room rates, special packages and promotions. d. Daily house counts and expected arrivals/departures/ VIP’s. e. Room availability status for any given day. f. Scheduled in-house group activities, locations and times. g. All hotel and departmental policies and procedures. • Access all functions of the computer system. • Answer department telephone within 3 rings, using correct greeting and telephone etiquette. • Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business. • Ensure that current information on rates, packages and promotions are available at the Front Desk and that all staff is knowledgeable on such. • Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations. • Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts. • Ensure that staff report to work as scheduled. Document any late or absent employees. • Coordinate breaks for staff. • Assign work duties to staff. • Conduct pre-shift meeting with staff and review all information pertinent to the day's business. • Inspect grooming and attire of staff; rectify any deficiencies. • Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel. • Constantly monitor staff performance in all phases of service and job functions. Rectify any deficiencies with respective personnel to include Front Desk staff, Bell/Door staff, PBX staff and Concierge staff. • Monitor the hotel front entrance and resolve any congested situations. • Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently. • Monitor communication logs and ensure that guest requests are followed up within minutes. • Monitor safe deposits boxes procedures; audit accuracy of cards with proper signatures and ensure availability of keys. • Monitor guest mail and ensure that it is processed according to procedures. • Monitor and ensure that express checkouts are processed through the system. • Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel. • Assist staff with their job functions to ensure optimum service to guests. • Observe guest reactions and confer frequently with staff to ensure guest satisfaction. • Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations. • Ensure security of guestroom access. • Monitor and ensure that all cashiering procedures comply with Accounting policies and standards: a. Contracted banks b. Shortages/overages c. Late charges d. Petty cash/paid outs e. Adjustments f. Posting charges g. Making change for guests h. Cashing personal/travelers checks i. Payment methods/processing j. Settling accounts k. Closing reports l. Cashier reports m. Balancing receipts n. Dropping receipts o. Securing banks • Review previous night's no-shows, verify and ensure billing of such. • Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures. • Assist staff with expediting problem payments. • Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests. • All other duties as required.
RESPONSIBILITIES: • Maintain complete knowledge of and comply with all departmental policies, service procedures and standards. • Ensure that standards are maintained at a superior level on a daily basis. • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards. • Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended. • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day. • Maintain positive guest relations at all times. • Resolve guest complaints, ensuring guest satisfaction. • Monitor and maintain cleanliness, sanitation and organization of assigned work areas. • Maintain complete knowledge at all times of: a. All hotel features/services, hours of operation. b. All room types, numbers, layout, decor, appointments and location. c. All room rates, special packages and promotions. d. Daily house counts and expected arrivals/departures/ VIP’s. e. Room availability status for any given day. f. Scheduled in-house group activities, locations and times. g. All hotel and departmental policies and procedures. • Access all functions of the computer system. • Answer department telephone within 3 rings, using correct greeting and telephone etiquette. • Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business. • Ensure that current information on rates, packages and promotions are available at the Front Desk and that all staff is knowledgeable on such. • Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations. • Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts. • Ensure that staff report to work as scheduled. Document any late or absent employees. • Coordinate breaks for staff. • Assign work duties to staff. • Conduct pre-shift meeting with staff and review all information pertinent to the day's business. • Inspect grooming and attire of staff; rectify any deficiencies. • Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel. • Constantly monitor staff performance in all phases of service and job functions. Rectify any deficiencies with respective personnel to include Front Desk staff, Bell/Door staff, PBX staff and Concierge staff. • Monitor the hotel front entrance and resolve any congested situations. • Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently. • Monitor communication logs and ensure that guest requests are followed up within minutes. • Monitor safe deposits boxes procedures; audit accuracy of cards with proper signatures and ensure availability of keys. • Monitor guest mail and ensure that it is processed according to procedures. • Monitor and ensure that express checkouts are processed through the system. • Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel. • Assist staff with their job functions to ensure optimum service to guests. • Observe guest reactions and confer frequently with staff to ensure guest satisfaction. • Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations. • Ensure security of guestroom access. • Monitor and ensure that all cashiering procedures comply with Accounting policies and standards: a. Contracted banks b. Shortages/overages c. Late charges d. Petty cash/paid outs e. Adjustments f. Posting charges g. Making change for guests h. Cashing personal/travelers checks i. Payment methods/processing j. Settling accounts k. Closing reports l. Cashier reports m. Balancing receipts n. Dropping receipts o. Securing banks • Review previous night's no-shows, verify and ensure billing of such. • Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures. • Assist staff with expediting problem payments. • Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests. • All other duties as required.
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