Assistant Front Office Manager

The Hotel at UMCP • College Park, Maryland, United States • $43.43k - $60.05k / year • 3m ago

WHAT WE ARE LOOKING FOR:

This position duties includes supervising front desk personnel, resolving guest issues and processing payments. Also responsible for scheduling, inventory and light bookkeeping, amongst other administrative tasks.

WHAT WE EXPECT FROM YOU:

Assist in the day-to-day operation of the hotel Front Office
Supervise the operational activities of the hotel front desk within hotel guidelines to provide the highest standard of courteous service while permitting acceptable profit levels
Assign, coordinate, and supervise work activities of Front Desk Agents
Ensure work is completed to include, shift closings, room deposits, refunds and rebates
Train and develop Front Desk Agents and Shuttle Drivers
Prepare staffing schedules, complete payroll, and monitor labor costs to budget figures
Prepare and conduct Front Desk meetings and resolve issues
Perform house counts and review daily arrivals, identify potential problems with rooms' activity and take appropriate action
Provide information and direction to staff to achieve 100% occupancy
Review and resolve dispute accounts and Housekeeping discrepancies
Prepare a shift briefing to communicate activities, short take training, and any problems and/or special information to the next shift
Perform check-in and out procedures
Take personal responsibility for correcting customer service problems
Perform and understand the nightly audit
Take ownership of ALL accounting procedures and ensuring all agents are accountable for their cash banks
Assist the FOM in monthly reconciliation reporting's
Ensure all agents are following the correct SOP's set forth by Southern Management
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
Acknowledge all guests and respond promptly to their needs, however busy and whatever time of day.
Ensure unresolved incidents are reported to Manager/Supervisor
Familiarity with all hotel services/features and local attractions/activities to respond to guest inquiries accurately
Contribute to the team's success by accomplishing tasks and assisting with projects as needed
Maintain knowledge and compliance with departmental policies, service procedures, and standards
Availability during peak operating times, i.e.: Weekends, Holidays and Special Events
Work as a team member to ensure our guests have the best possible experience
Understand company's emergency procedures and be able to apply them when necessary
Report any incidents, property damage or injuries immediately to Manager/Supervisor
Attend department meetings and training sessions as necessary
Effectively manage staff through respectful communication, clear expectations, relevant training, productive coaching, holding regular team meetings, and appropriate performance management
Lead by example, be a positive example for team in action and attitude
Delegate work as appropriate, stating clearly objectives and time-line requirements
Monitor and evaluate employees' successful completion of work
Encourage effective teamwork
Responsible management of department budget
Work collaboratively with others to analyze and improve work processes
Positive interaction with all levels of management and vendors
Develop and adhere to annual action plan/ capital project list
Have a disaster recovery system in place and in use
Stay abreast of industry trends
Contribute to team/company engagement efforts
Proficient with MS office
Perform other duties as assigned by Manager and/or Supervisor

JOB KNOWLEDGE & SKILLS:

Able to handle cash and credit transactions
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
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
Excellent written and verbal communication skills
Compute basic arithmetic and mathematical calculations
Organized and detail oriented
Excellent time management skills
Excellent interpersonal skills
Sound leadership and managerial skills
Ability to work effectively in stressful, high-pressure situations while maintaining composure and guest satisfaction
Technical knowledgeable and competency in necessary systems and software: [Outlook, Word, Excel, accounting software, Roommaster, Seriousware, Visual One, Delphi, Meeting Matrix, etc.]

Requirements:

[2] years demonstrated supervisory experience in hospitality/Front Desk
High School Diploma or equivalent required. [Associates] degree in relevant field preferred

Req Benefits: Your wages are only part of the employment equation. Benefits add significant dollars to your total compensation package and greatly improve your quality of life. Southern offers one of the best benefits packages in the industry. Southern provides: * A choice of Health, Dental and Vision Insurance for you, your spouse and/or eligible children at a remarkably low cost * Company paid Group Term Life and AD&D Insurances * Traditional and ROTH 401(k) with Company contribution * Paid holidays, paid time off, pay for bereavement/funereal leave and jury duty * Continuing Education You can customize your package to include: Short Term Disability, Long Term Disability, Long Term Care for an additional cost, at a reduced rate. Benefit eligibility is dependent on Team Member Status. All benefits are subject to change or cancellation at any time.
Compensation: $43,428 - $60,046