Assistant Front Office Manager

Job description

Critical competences: Specific tasks that will need to be completed in order to perform job
· Ability to enforce hotel's standards, policies and procedures with Front Desk staff.
· Ability to prioritize and organize work assignments, delegate work.
· Ability to direct performance of staff and follow up with corrections where needed.
· Ability to motivate staff and maintain a friendly team.
· Ability to determine departmental training needs and provide such training.
· Ability to think clearly, analyze and resolve problems exercising good judgment.
· Ability to focus on details.
· Ability to suggestively sell available rooms.
· Ability to input and access information into system.
· Ability to remain calm and courteous communicating with problem guests or in difficult situations.
· Ability to show initiative and perform under pressure of any arrivals/departures within any given period of time according to standards.
· Ability to ensure security and confidentiality of guest and hotel information.
· Ability to work without direct supervision
Essential job function
· Show knowledge of:
· All hotel features/services, hours of operation.
· All room types, numbers, layout, decor, appointments and location.
· All room rates, special packages and promotions.
· Daily house count and expected arrivals/departures.
· Room availability status for any given day.
· Scheduled in-house group activities, locations and times.
· All hotel and departmental policies and procedures.
· Meet with departing Front Desk agents to review business status and follow up items.
· Access all function of computer system according to established procedures and standards.
· Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
· Check Front Desk and storage areas for proper supplies, organization and cleanliness. Instruct designated personnel to rectify any cleanliness/ organization deficiencies.
· Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
· Ensure that current information on rates, packages and promotions is available at the Desk and that all staff is knowledgeable on such.
· Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
· Review the previous day's occupancy and room revenues; resolve discrepancies with Accounting.
· Track actual against budget.
· Ensure that staff reports to work as scheduled. Document any late or absent employees.
· Coordinate breaks for staff.
· Assign work duties to staff in accordance with departmental procedures. Communicate additions or changes to the assignments as they arise throughout the shift. Identify situations which compromise the department's standards and delegate these tasks.
· Conduct pre-shift meetings/line-ups with staff and review all information pertinent to the day's business.
· Inspect grooming and attire of staff; rectify any deficiencies.
· Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
· Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel to include Front Desk staff.
· Monitor the check-in/check-out process, ensuring agreement to hotel standards, anticipate critical situations and assist whenever necessary to help to lessen the pressure and to process the guest expediently.
· Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys. Handle guest reports on theft from safe deposit boxes according to hotel procedures.
· Monitor guest mail and ensure that it is processed according to procedures.
· Monitor and ensure that express check-outs are processed through the system correctly in accordance with hotel check-out standards.
· Monitor the staff's interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
· Assist staff with their job functions to ensure optimum service to guests.
· Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
· Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
· Promote positive guest relations at all times.
· Monitor and handle guest complaints by following the instant pacification procedures and ensuring guest satisfaction.
· Assist guests with reports of lost/stolen articles, following hotel policy.
· Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
· Ensure security of guest room access.
· Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
· Contracted banks
· Shortages/overages
· Late charges
· Petty cash/paid outs
· Adjustments
· Posting charges
· Making change for guests
· Payment methods/processing
· Settling accounts
· Closing reports
· Cashier reports
· Balancing receipts
· Dropping receipts
· Securing banks
· Review previous night's no-shows, verify and ensure billing of such.
· Assist accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Office procedures.
· Assist staff with expediting problem payments.
· Monitor registration of the foreign guests according to the local laws on registration.
· Anticipate sold-out situations and know how many rooms are overbooked. Locate alternative accommodations for guests and "walk" guests, following hotel policies and procedures.
· Audit surrounding area hotels daily for status of rooms, rates, discount rates and packages. Maintain current list of available locations for walk situations.
· Anticipate low occupancy periods and coordinate blocking of rooms with Executive Housekeeper to minimize labor costs, deep cleaning and maintenance of rooms.
· Review the arrival report for accuracy and completeness. Check printed registration cards against information on arrival report; rectify any deficiencies with respective personnel.
· Ensure that all VIP's are pre-registered according to standards.
· Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
· Print special requests report and block according to specifications.
· Balance room types daily according to departmental procedures.
· Print credit check report and review status of each account. Follow up on accounts beyond approved credit limits.
· Review resumes for arriving groups; organize and coordinate master accounts and check-in/pre-registration procedures.
· Print and review masters for departed groups; check accuracy and distribute to Accounting.
· Coordinate delivery time of amenities with Room Service, ensuring timely delivery.
· Monitor VIP arrivals; greet and escort them to their room.
· Review requests for late checkouts and approve according to occupancy. Communicate such to Housekeeping.
· Review all out of order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
· Print report on discrepant rooms, research discrepancies and enter current status accordingly.
· Complete an inspection of all guest room floors, public areas and restrooms daily and rectify deficiencies with respective departments.
· Complete bucket check nightly according to departmental procedures.
· Maintain awareness of undesirable persons on hotel premises and escort off property. Contact Security when necessary.
· Ensure all closing duties for staff is completed before staff signs out.
· Foster and promote a cooperative working climate, maximizing productivity and employee morale.
· Respond to all pages by beeper promptly.
· Prepare and submit daily/weekly payroll records.
· Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs.
· Document useful information in department log book.
· Complete all paperwork and closing duties in accordance with departmental standards.
· Review status of assignments and any follow-up action with on-coming supervisor.
· Carry out official orders of the immediate manager.
· Successfully complete the training/certification process for this position.
· To follow fire and work safety regulations.
At more than 80 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.

Desired profile

Qualifications :

JOB SUMMARY

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Supporting Management of Front Desk Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

• Encourages and builds mutual trust, respect, and cooperation among team members.

• Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.

• Ensures employee recognition is taking place on all shifts.

• Establishes and maintains open, collaborative relationships with employees.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize, organize, and accomplish your work.

• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

• Strives to improve service performance.

• Collaborates with the Front Office Manager on ways to continually improve departmental service.

• Communicates a clear and consistent message regarding the Front Office goals to produce desired results.

• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.

• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Serves as a role model to demonstrate appropriate behaviors.

• Sets a positive example for guest relations.

• Displays outstanding hospitality skills.

• Empowers employees to provide excellent customer service.

• Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

• Provides feedback to employees based on observation of service behaviors.

• Handles guest problems and complaints effectively.

• Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.

• Ensures compliance with all Front Office policies, standards and procedures.

• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Additional Responsibilities

• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.

• Analyzes information and evaluating results to choose the best solution and solve problems.

• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.

• Functions in place of the Front Office Manager in his/her absence.

• Communicates critical information from pre- and post-convention meetings to the Front Office staff.

• Participates in department meetings.

The Ritz-Carlton is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.