Assistant Front Office Manager

Internal & External Customers Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis, include Bell or Door Staff, Switchboard, Guest Services and Front Desk. The position directs and works with managers and associates to carry out procedures ensuring an efficient check in and checkout process. Besides that, ensures guest and associate satisfaction and maximizes the financial performance of the department. PRODUCTS PRODUCED: Supervises and manages associates, managing all day to day operations and understand the associate positions well enough to perform duties in associates absence Ensures associates recognition is taking place on all shifts Handles complaints, settling disputes and resolving grievances and conflicts, or otherwise negotiating with others Strive 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 Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed Displays outstanding hospitality skills Interacts with customers on a regular basis to obtain feedback quality of products, service levels and overall satisfaction Provides feedback to associates based on observation of service behaviors Handles guest problems and complaints effectively Implements the customer recognition or 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 Ensures disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures Review associate satisfaction results to identify and address associate problems or concerns PEOPLE YOU SERVE : Internal and External Customer