Title:  Assistant Manager, Hotel

JOB SUMMARY

The Assistant Manager of the Hotel is responsible for ensuring the operation of the Front Office in an attentive, friendly, efficient, and courteous manner, providing all guests with quality service prior to and throughout their stay while maximizing room revenue and occupancy.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assist in ensuring guest satisfaction while maximizing room revenue by supervising Front Office operations
• Complete the checklist as designed to expedite check-ins for guests. Specifics to include VIP guests, arranging amenities, blocking room, running daily reports and maintaining the logbook
• Monitor and control daily revenues and expenses by ensuring procedures are followed and proper controls are in place
• Assist in motivating, supervising, coaching, developing, empowering and disciplining the Front Office Agents
• Respond to guests' special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business
• Ensure Standard Operation Procedures are being followed by Front Office staff
• Establish a positive and effective working relationship with all departments in the hotel
• Assist in controlling open and closed dates, availability and condition of rooms
• Complete weekly supply inventories to ensure adequate pars of such
• Provide a positive, enthusiastic, and productive work environment through setting an example and consistency of daily work habits and standards
• Stay current, knowledgeable, and abreast of the latest in industry equipment, technology, and techniques
• Keep the Room Attendant Manager informed of all pertinent information related to the department and reports irregularities and problems as they occur along with recommendations for solutions
• May supervise a mid/large team of support, production, craft or lower-level professional employees
• May manage elements/portions of a budget
• Primary contribution is supervising other people
• Schedules work, approves vacation and manages overtime
• Assigns and checks work, provides guidance, training, day-to-day direction

• Knowledge of Front Office policies and procedures and those relating to the safety and security of guests and hotel property.
• Other duties as assigned by management.
• Minimum 3 years of a lead role or supervisory experience
• Minimum 5 years Front Office experience in a hotel required
• Professional appearance and demeanor required
• Must be able to communicate effectively with all levels of Management
• Must have the ability to handle stress and pressure while maintaining composure
• Must have the ability to resolve problems effectively and in a positive manner
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts
• Must be detail oriented and have strong organizational skills
• Must have proper telephone etiquette
• Must be able to multi-task and to meet deadlines
• Basic computer skills including Microsoft Office Software including Word and Excel are required; prior experience using Epitome is a plus
• Ability to read, write and speak English to prepare complex reports of room availability and revenues generated
• Must be able to work a flexible schedule including nights, holidays and weekends as business demands

REQUIRED SKILLS AND ABILITIES

• Ability to read, analyze and interpret common documentation.
• Ability to respond to common inquiries or complaints from employees, regulatory agencies or members of the staff.
• Ability to write and present information to management in a reasonable manner.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to interpret an extensive variety of instructions and deal with several variables.
• Excellent math and communication skills.

EDUCATION AND EXPERIENCE

High school diploma or equivalent. Experience preferred in front desk management or related customer service experience.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to sit or stand; walk; use hands to finger reach, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.  Reasonable accommodations may he made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate to loud. The employee is subjected to circulate throughout the assigned areas, including the smoking area, actively observing players and functioning of machines.