Assistant Front Desk Manager ("Asistente de Gerente de Recepcion")

POSITION PURPOSE

Assist Front Office Manager in overseeing the daily operations of the Front Desk Department, Guest Service and revenue management. Ensure that front desk and communications meet hotel standards for maximum guest satisfaction. Act as the main contact for guests and other hotel departments.

ESSENTIAL RESPONSIBILITIES

• Ensure efficient guest registration, check out and telephone service. Observe, guide and train front desk agents and ensure that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification and credit are established and all posting, cash transactions, account settlements and deposits are handled correctly.
• Maximizes hotel revenues through upselling, 90% occupancy strategies parking revenues by ensuring proper ticket accountability and posting procedures.
• Observe the front desk and Guest Services areas and ensure that all staff duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, guest requests are handled both courteously and professionally, guests are helped on a timely basis and the proper greetings are used, guests are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through. Guest Service Surveys, guest comments (via third party sites, comments card etc.) will be used to measure guest satisfaction.
• Direct and train staff. Assist in new-hire and on-going training. Direct and assist front desk staff and telecommunications in organizing breaks, ensuring that all work is completed efficiently and according to schedule.
• Participate in the hiring process of new staff members. Assist with the preparation of Staff Member Transaction Forms, performance appraisals, and any Staff Service forms as appropriate.
• Review current days expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. Review the daily room availability and inform staff. Check status of departures on a daily basis. Relay all pertinent information to front desk agents, telecommunications, the following shift supervisor, and the Front Desk Manager.
• Ensure proper staffing levels based on hotel demand and all necessary reports and forms are completed daily.
• Oversee sales and operations of Guest Services areas ensuring service excellence, proper inventories and accurate account of sales and cleanliness standards are met and overall appearance.
• Be familiar with all company policies and benefits.
• Work as Guest Service Agent on all shifts
• Learn, work, and cover Night Audit Graveyard shift when needed.
• Assist with Housekeeping responsibilities such as checking due-outs and when needed clean rooms

PHYSICAL DEMANDS

• Environmental conditions are inside, a job is considered inside if staff spends approximately 75 percent or more of the time inside. Temperature is moderate and controlled by hotel environmental systems.
• Must be able to stand at the desk for up to eight (8) hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task.
• Must be able to stand and exert well-paced mobility for up to eight (8) hours in length.
• Must be able to exert well-paced ability to maneuver between functions occurring simultaneously.
• Must be able to exert well-paced ability in limited space and to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 50lbs. occasionally.
• Must be able to push and pull carts and equipment weighing up to 100 lbs. occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
• Vision occurs continuously with the most common visual functions being those of near and color vision and depth perception.
<