Assistant Front Office Manager

Position Summary - Salary Range $72,000 - $72,500 Annually

The purpose of this position is to ensure the efficient and courteous rooming of guests, maintenance of accurate guest accounts and communication of information needed by Housekeeping and Engineering to prioritize their work; to ensure prompt and courteous telephone service; to control costs in order to maximize profits.

Primary Responsibilities

• Must adhere to the company’s Service culture – 4 Keys to creating guests for life.
• 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.
• Have a thorough knowledge of HMS system and able to train others.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Participate in M.O.D. coverage as required.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must have through knowledge of Front Desk operations including and not limited to Front desk, PBX, bell/valet, be able to troubleshoot issues that arise and provide solutions.
• Maintains close communication with the Front Office Manager and other department heads.
• Assistance in developing annual budget and preparation of action plans.
• Participate in monthly forecasting and weekly scheduling; daily reviews, operating results and take immediate corrective action as required.
• Monitor oversold dates to ensure the maximization of rooms revenue.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report, and maintain close observation of daily house count.
• Maintains high visibility with team members and guests.
• First of each quarter submit objectives to be accomplished for the forthcoming quarter.
• At the end of each quarter, evaluate completed objectives of staff under your direct supervision and develop with department heads objectives for forthcoming quarter.
• Respond to all guest requests, problems, complaints and/or accidents arising in person or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous, and efficient manner. Follow up to ensure guest satisfaction.
• Monitor all V.I.P.'s, special guests, and requests.
• Motivate, coach, counsel and discipline all Front Office personnel according to hotel standards.
• Tour rooms operating departments daily, greeting employees and soliciting feedback.
• Oversee all front-of-house guest services interviews and follow hiring procedures according to SOP's. Actively support Human Resources with recruiting efforts.  Ensure compliance with the standards in their interviewing and hiring procedures.
• Recommends programs for the motivation and development of staff.
• Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
• Perform his direct reports’ performance reviews according to SOP, and ensure that managers are in compliance with the standards in their administration of performance reviews to their employees.
• Prepare department heads for succession through development of their need areas.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Perform other duties as directed by the Management.

Qualifications

• Minimum of 1 year of Front Office management experience.
• Must be able to multitask and possess strong communication and interpersonal skills.
• Strong public relations skills (especially in relation to hotel guests).
• Proficiency in Microsoft Office applications is preferred.

Working Conditions and Schedule

• Weekend and holiday availability is required as well as flexibility with work schedule.
• The scope of the position may sometimes require a work week over 40 hours, including nights, weekends, and holidays.
• Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Frequently standing up behind the desk and front office areas.
• Occasionally role requires sitting at the desk in front of the computer for an extended period of time.

Please note this job description is considered to be a general outline of the position and is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may be subject to changes or revisions by Peregrine Yountville Management LLC at any time with or without notice.

Peregrine Yountville Management LLC is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, and related medical conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, disability (physical or mental), medical condition, genetic information, marital status, military or veteran status, or any other characteristic protected by applicable federal, state, or local law.  We are committed to complying with the California Fair Employment and Housing Act (FEHA), Title VII of the Civil Rights Act, the Americans with Disabilities Act (ADA), and all other applicable equal opportunity laws.

Peregrine Yountville Management LLC participates in E-Verify. Upon hire, your employment will be contingent on proof of identity and eligibility to work in the United States, which will be confirmed through the federal E-Verify system.