Job Title: Assistant Front Desk Manager   

FLSA Classification: Nonexempt (Hourly)

Salary Range: $22.00 -$25.00, per hour

Reports to: Director of Rooms

 JOB DESCRIPTION                                                                                                                       

Summary/objective: The Assistant Front Desk Manager will assist in overseeing the front desk department to maintain optimum levels of production and high standards for customer bell service. Primarily supervises front office team members to ensure efficient and smooth operations for producing excellent feedback and guest satisfaction. Responds in a professional and courteous manner to guests by providing accurate and timely information and services. You will also ensure hotel charges are processed diligently to guest's accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

GENERAL AND POLICY

• Greet each guest enthusiastically and with a smile to create a friendly, positive experience.
• Conforms to AAA Four Diamond Standards.
• Support the Director of Rooms in determining and preparing work procedures, work schedules, assignment of duties and expedite workflow for both front desk and bellman staff.
• Always ensure Outstanding customer care.
• Maintains a friendly, cheerful, and courteous demeanor at all times.
• Courteously and accurately answers inquiries regarding hotel information, reservations and guest concerns
• Use suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Resolve customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Allocate rooms to the expected arrivals after checking the guests' preferences and special requests.
• Build strong relationships and liaise with all other departments, especially housekeeping, reservations etc.
• Cross-check all billing instructions are correctly updated
• Controls cash transactions at the front desk and maintains complete responsibility for the personal bank as specified by hotel bank agreement policy.
• Perform all other duties as assigned by management.
• Fully aware of and comply with the Resort’s policies and procedures as identified in the procedure manual and handbook.
• Adhere to all Health and Safety policies and procedures.

Supervisory Essential Duties

• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure quality operation and adherence to SOPs
• Assist with interviewing, recommend hiring, schedule, train, develop, empower, coach and counsel, resolve problems, provide open communication and consistent feedback through regular meetings
• Assist and/or facilitate weekly scheduling, payroll, team meetings as directed by Director of Rooms
• Act as the first chain of command in