Front Office Assistant Manager

Employee agrees to attend weekly staff meetings

Operations: Laundry, Front desk

Human resources: Employee will communicate with employers on staff progress reports, wage raise suggestions, appreciation days, hiring and terminating. HR decisions should be collectively decided between Employee and Employer and Employee must get final authorization from Employer.

Perform a variety of cleaning activities such as sweeping, mopping, dusting and polishing in office/lobby area

Ensure all rooms are cared for and inspected according to standards

Protect equipment and make sure there are no inadequacies

Notify superiors on any damages, deficits and disturbances

Deal with reasonable complaints/requests with professionalism and patience

Check stocking levels of all consumables and replace when appropriate

Adhere strictly to rules regarding health and safety and be aware of any company-related practices

Employee may be scheduled for laundry job while working front desk when the laundry room is build behind office area

Room checks when necessary before housekeepers leave

Deals with guest bookings over the phone, fax and in person. Must have exceptional selling and negotiating skills.

Checks in guest in an efficient and friendly manner, using guest name whenever possible. Assures that guest is assigned type of room requested and the correct rate is charged. Issues correct keys to the guest.

Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction. Reconciles all transactions at the close of each shift.

Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone.

Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.

Group bookings

Online Travel Agent reservation bookings and management

Accounts receivable

Marina reservations/operations

Marketing and Sales

Staff Scheduling

Answering FIT/Group/General reservation emails

Organizing front desk area, administrative organizing

Keep track of supplies and order what is necessary

Creates, organizes, implements organizational procedures/checklists/manuals for marina, front desk, housekeeping

Works harmoniously and professionally with co-workers and supervisors.

Accepts reservations, changes and cancellations. Can answer guest calls and direct them appropriately.

Making sure all cancellation payments are checked and charged daily

Track employee time sheets and hours and submit to excel file

Administer group bookings

Answer Tour operator emails and emails

Initiate responsibilities and duties of tidying lobby area and hotel exterior during slow periods

Provides basic trouble-shooting support for in-room services such as Internet, TV and Web service.

Create and maintain strong client relationships

Respond to customer complaints via direct in person contact, email, phone or online review platforms.

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.

Responds to and handles guest problems and complaints.

Sets a positive example for guest relations.

Empowers employees to provide excellent customer service.

Observes service behaviors of employees and provides feedback to individuals.

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

Ensures employees understand customer service expectations and parameters.

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

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

Maintains a professional image at all times through appearance and dress.

Maintains organization and cleanliness of management office, and lost and found room. Delegates front desk to keep front desk, lobby and staff kitchen and washroom clean and organized.

Seasonal paperwork and storage room organizing and cleanouts.

Maintains a healthy social workplace free from bullying, prejudice or gossip

Cover peak period of business and be flexible to cover sick shifts

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 building mutual trust, respect, and cooperation among team members.

Serving as a role model to demonstrate appropriate behaviors.

Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.

Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

Supervises all areas of the Front Office in the absence of the Front Office or Assistant Front Office Manager.

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

Trains staff and monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Supervises same day selling procedures to maximize room revenue and control property occupancy.

Supervises daily Front Desk shift operations and ensures compliance with all policies, standards and procedures.

Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.

Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.

Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.

Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.

Participates in employee progressive discipline procedures.

Provides information to supervisors, co-workers, and subordinates 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.

Performs all duties at the Front Desk as necessary.

Runs Front Desk shifts whenever necessary.

Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.