Assistant Front Office Manager

Responsibilities:

• Assist Front Office Manager in supervising daily front desk activities according to the established guidelines.
• Train and guide front desk staff to provide quality customer service.
• Manage staffing schedules, shift changes, payroll, and labor costs.
• Resolve guest issues and enquiries to ensure guest satisfaction.
• Schedule front desk meeting to identify and resolve operational issues, accounting variances, and housekeeping discrepancies.
• Develop and implement strategies for bell desk, front office and parking.
• Ensure that facility is maintained clean, neat, safe and secure
• Ensure that employees are properly groomed and dressed.
• Identify process improvement to achieve financial and service goals.
• Plan shift schedule and duties based on business forecast.
• Supervise the billing and cash processes to ensure compliance with company standards.
• Lead and assist Guest service representatives with daily operational front office duties.
• Ensure all guest reservations are accurate, including all billing and routing rules.
• Provide feedback to the team members on their performances and improvements.
• Responsible for assisting in assigning daily room assignments and tasks to team members.
• Tracks, records and performs follow up correspondence with guests for Lost and Found items.
• Demonstrates leadership and training to the Team.
• Communicates effectively and appropriately with the Team.
• Meets or exceeds the properties goals of production.
• Other duties as assigned.

Desired Skills:

• Demonstrated energetic, self-motivating and a “can do” positive attitude.
• Proficiency in English preferred (written and oral), other languages a plus.
• Possess a desire to learn
• Take accountability and ownership for work performance
• Meticulous attention to detail, motivational skills, verbal communication skills, written communication skills and manageability.

Required Qualifications:

• High school degree or equivalent
• Minimum of 3-5 years in Guest Service, with a proven track record in Room Operations
• Willingness to work flexible hours, including AM/PM shifts, weekends, and holidays
• At least 1 year of demonstrated leadership experience. Successfully manages people to achieve performance goals. Excellent people management skills including resolving conflict, coaching and developing others, promoting teamwork, and performance management.
• Familiarity with Opera Cloud is preferred
• Previous experience working in a unionized environment is a plus
• Strong ability to focus on and ensure accuracy in all aspects of work
• Proven ability to analyze situations, troubleshoot issues, and make effective decisions
• Energetic, self-motivated with a “can-do” attitude and a willingness to take initiative
• Proficiency in English (both written and verbal) is required for effective communication

Physical Requirements:

• Ability to lift 40 lbs. of weight and able to push and pull up to 75 lbs. if needed
• Ability to stand for extended periods (up to 8 hours) and lift up to 50 lbs