Job Summary: The Assistant Front Office Manager is responsible or assisting the Front Office Manager with the daily operation of the front office. He/she supervises the day-to-day activities of all Guest Services, Concierge and Uniformed Services personnel, assists with guest complaints and represents management in the absence of the Guest Services Manager.QualificationsEducation & Experience:At least 2 years of Hospitality experience or Customer Service experience is required.Supervisory experience required. Must be proficient in WindowsCompany approved spreadsheets and word processing.Must have a valid driver's license from the applicable state.Physical Requirements:Long hours sometimes required.Light work -Exerting up to 20 pounds afforce occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.Ability to stand during entire shift.Mental Requirements:Must be able to convey information and ideas clearly.Must be able to evaluate and select among alternative courses of action quickly and accurately.Must routinely meet deadlines.Must be able to multitask.Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the need.Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers and guests. Must be able to work with and understand financial information and data, and basic arithmetic functions.Duties & FunctionsEssential:Approach all encounters with guests and employees in an attentive, friendly courteous and service-oriented manner.Maintain regular attendance in compliance with DoubleTree by Hilton standards, as required by scheduling which will vary according to the needs of the hotel.Must be willing to work some MOD shifts on weekends (Manager On Duty).Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.Always comply with DoubleTree by Hilton standards and regulations to encourage safe and efficient hotel operations.Always maintain a warm and friendly demeanor.Employees must, always, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk.Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.Assist with development of employee morale and ensure training of Front Office personnelMaintain a professional working relationship and promote open lines of communication with managers, employees and other departmentsOperate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.Monitor proper operation of the PBX console and ensure that employees maintain AFP Management SOP's in its useGreet and welcome all guests approaching the Front Desk in accordance with DoubleTree by Hilton Standards.Ensure implementation of all AFP Corporation policies and procedures. Understand hospitality terms.Assist Front Desk Agents with check-ins and check-outs, confirm that all SOP's are being followed properly.Assist and service Front Desk Agents in daily dutiesTrain new employees, help to develop and implement training programsMaintain log of rooms in 'out of order' statusAuthorize and sing adjustments and paid outs over the limitOversee discrepancy report and monitor follow-throughPost updated information on 72 hours sheet and review with Guest Service Agents.Work closely with Housekeeping regarding daily room statusOversee Bell staff/Drivers in the absence of a Supervisor/CaptainConfirm that all duties are completed by Front Desk Agents, Operators, Bell staff, and DriversOperate radios efficiently and professionally in communicated with hotel staff. Ensure the proper use of radio etiquette with the departmentsMaintain lobby and front desk presence during peak times and as neededManage and organize large turn day (including group check-ins or check-outs)Monitor and support Hilton HonorsKnow the hotels rate tower and rate quoting standards.Maintain safety deposit boxes according to AFP Management SOP'sMonitor out-of-order, out-of-service, discrepant, and show roomsManage sell-out opportunities; review arrivals report, check on rooms inventory, control guest relation according to AFP Management SOP'sBlock special requests as needed; VIPs, special needs rooms, connecting, etc.Ensure that an accurate bucket check is completed nightly.Ensure correct and accurate cash handling at the Front DeskAssist with sign off of all Job Skills Training Checklist for Front Desk AgentsEnsure logging and delivery of all messages, packages, and mail in a timely and professional mannerBe aware of all rates, packages and promotions currently underwayFollow and enforce all AFP Management's hotel credit policy.Marginal:Monitor all V.I.P.'s, special guests and requests.Review Front Office logbook and Guest Request log daily.Oversee Supervisors complaint and request logLog all absenteeism and employee latenessComplete special projects in a timely manner as required by Front Office Manager or General ManagerMonitor energy management, PBX, Pay-Tv consoles to ensure proper functioning of equipment.Block rooms for special groups.Participate in Room Inspection programsAttend meeting/training as required by managementPerform other duties as required from managementWe're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
