Assistant Front Office Manager

1 month ago

Uniondale, New York, United States Blue Sky Hospitality Solutions Full time
Job Summary

We are seeking a highly skilled and experienced Front Office Manager to join our team at Blue Sky Hospitality Solutions. As a key member of our front office team, you will be responsible for ensuring exceptional guest service standards are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.

Key Responsibilities
  • Guest Service Standards: Foster a work environment where all team members have an opportunity to realize their full potential; Shows genuine concern for the individual employee. Treats employees with tact, cooperation, helpfulness and empathy; Consistently works to improve the performance of subordinates and to prepare them for future growth.
  • Training and Development: All team members will receive extensive training and go through testing prior to being placed into a role. Each team member must stay over and experience all areas of the hotel and go through a checklist acknowledging they tried all of the hotels services.
  • Communication and Follow-up: In any hotel, communication is key. Team members must own any issues and a solid plan in place for following up on guest requests as well as in house requests.
  • Expense and Labor Controls: The AFOM should stay within forecasted numbers in regards to departmental and labor expense. Expenses should be flexed based upon demand. Overtime must be controlled.
  • Revenue Maximization: It is crucial that the front desk team contributes to the sellout efficiency. It is up to the FOM to ensure upsell/perfect sell programs are in place, hotel loyalty program enrollments, etc.
  • Guest Scores and Experience: All scores pertaining to the front desk area should be at or above the brand average. In the event the hotel is running above the brand average, the scores should be at or higher than the previous years scores.
Requirements
  • Minimum of 1 year Front Desk experience in a supervisory role.
  • High School Diploma or equivalent required, Associates Degree or higher degree preferred.
  • Proficient with PMS system. Computer literacy and financial management a must.
  • Advanced knowledge of brand's reward program.
  • Able to handle cash and credit transactions.
  • Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
  • General knowledge of local area attractions and transportation.
  • Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
  • Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations.
  • Able to establish and maintain effective working relationships with associates and customers.
  • Act as Manager on Duty per schedule.
  • Able to make sound business decisions and take action quickly based on previous experience and good judgment.
  • Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning.
  • Command of the English language both written and verbal.
  • Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
  • Implement company and franchise programs.
  • Prepare forecasts and reports and assist in the development of the room's budget.
  • Monitor and maintain the front office systems and equipment to ensure their optimum performance.
  • Track guest satisfaction surveys and maximize usage of the guest response tracking system.
  • Assist the FOM with Interviewing, hiring, training, developing, resolving problems, provide open communication and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals.
  • Ensure all Front Office Quality Standards are complied with and are consistently applied.
  • Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
  • Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
  • Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
  • Regular attendance in conformance with the standards is essential to the successful performance of this position.
  • Comply with attendance rules and be available to work on a regular basis.
  • Perform any other job related duties as assigned.

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