Assistant Front Office Manager

Summary:

The Assistant Front Office Manager at The Greenbrier is responsible for overseeing the day-to-day operations of the hotel, ensuring smooth and efficient functioning of the Front Office Operations. The Assistant Front Office Manager also collaborates with various departments such as Concierge, Housekeeping, Engineering, Activities, Food and Beverage, and Retail to ensure seamless coordination and exceptional guest experiences. They also handle cost control, and inventory management to optimize resources and achieve financial targets. Additionally, the Assistant Front Office Manager ensures compliance with industry regulations and maintains a safe and secure environment for guests and employees.

·         Overseeing Manager on Duty aspects of the Front Office operation (Front Desk, Bell stand, Front Door, & Valet

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

·         Interviews, trains, and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed

·         Coordinates arrivals, departures, and billing requirements for all guests. Review room blocks for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.

• Help prepare annual departmental operating budget and financial plans. Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives and inventory management.
  

·         Assures that all financial and credit procedures are followed. Follows up on credit problems with Director of Front Office and/or Credit Manager. Reviews all paid-outs, rebates, Checks cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements

• Develop plans to increase occupancy and ADR through upselling at the front desk.
  

·         Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services and hours of operations.

·         Checks guest in and out 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. Arranges for luggage to be delivered to guest room. 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.

·         Works harmoniously and professionally with co-workers and supervisors along with other departments.

·         Scheduling employees, maintaining track of vacation requests, and ensuring all scheduling is in line with the Union CBA.

·         Strategic planning, execution, motivation within Front Office to ensure guests are receiving the best Guest Experience when inquiring about upgrades. Proper record keeping and preparing monthly pay outs for team members.

• Participates in the development and implementation of corrective action plans based on review of surveys and guest satisfaction results.
  
• Provides services that are above and beyond for customer satisfaction and retention.
  
• Inspect the quality and cleanliness of the property and report deficiencies to the appropriate departments.
  

Secondary Responsibilities:

·         Assist with the management of other Operational departments, as needed.

Normal Working Hours: (Shift, days)

·         40 + hours per week

·         Flexible work schedule (nights, weekends, holidays)

In order to be successful in this position, the ideal candidate must meet the following criteria

in addition to the Ten Essential Attributes for All Employees.

Past Work Experience Requirements: (Type of work, number of years required, equivalent experience, etc.)

·         Minimum of 2 years experience in hospitality industry or related field

·         Experience at The Greenbrier – Operations or Food & Beverage preferred

·         Prior Supervisory experience required

Educational Requirements: (Degree/Certification, highest required/preferred, field of study)

·         High School Diploma or G.E.D. preferred

·         Hotel Management degree preferred

Communication Skills Requirements: (Verbal: phone, in-person, group; Written: memos, documents)

·         Excellent written and oral skills

Technical Requirements:             

·         Good documentation skills

·          Computer proficiency with word processing, spreadsheets and databases

Physical Requirements: