Position:              Assistant Front of the House Manager

Department:      Front Office

Purpose:              To oversee all areas of operation relating to the guest experience for Front Desk, PBX,  Bell/Door. Manages the front of the house activities. To coordinate and assist  all front lobby service areas including: Bell Staff and Door Staff. To oversee all systems and controls aspects of the Front Office. To manage the lobby store, inventories, cleanliness and sales. To manage, schedule, train the guest Service Agents & Night Auditors. To oversee the development of all Front Office Hoteliers.

 

Reports to:         Front of the House Manager

 

Essential Functions:

 

• Maintain standards of guest services and a consistent guest experience as documented by Guest Index, Trip Advisor, and AAA ratings, and according to Novotel’s standards.
• To ensure that the Front Desk and PBX departments operate at peak efficiency to give a maximum utilization of guestroom availability in attaining high occupancies and with minimum overbooking.  To ensure the accuracy of the Front Desk, PBX records with direct and open lines of communications to other departments within the hotel.
• Through proper Front Office rooms merchandising procedures, to ensure management of the rate structure, via Reservations and Front Office salesmanship, and meet or exceed average rate goals of the hotel as well as total rooms revenue.
• To ensure all Front Office systems and controls procedures comply with corporate policy and procedures, as evidenced by "Goal" Audits, and minimum levels of bad checks and bad debts.
• To ensure all Front Office payroll costs and other expenses are properly monitored and controlled in accordance with hotel budget.
• To maintain open and clear communication with all internal departments.
• To ensure accurate occupancy forecasting.
• In conjunction with night audit staff, ensure timely and accurate reporting of daily operating results and statistical information as related to revenue and expenses.

                                                                                                           

Hotel Specific Essential Functions:

 

• Responsible for the Market “ Local” stock and inventories
• Responsible for tracking of Front Office incentive plans
• Conducts daily pre-shift meetings
• Motivates heartists and builds morale
• Coaches and counsels heartists in areas of improvement

 

 

 

 

Tools and Equipment:

 

•  Use of Opera (PMS) programs
•  Use of telephone system   
•  Use of department paging/radio communication system
•  Use of copy machine and other various cleaning equipment’s (vacuum cleaners, etc.)
•  Fire panel
•  PBX equipment
• Assorted F&B equipment

 

Working environment:

 

•  Sitting, walking, standing, bending, writing, typing, filing
•  Occasional lifting up to 25 lbs.  Pushing of supply carts
• Interior of hotel, in normal office conditions.

Requirements

• Must be legally eligable to work in the United States
• Must have previous experience working at a hotel