Assistant Front Office Manager Resume Samples

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T Considine

Timmothy

Considine

4256 Tyree Lock

Phoenix

+1 (555) 372 3418

4256 Tyree Lock

Phoenix

Phone

p +1 (555) 372 3418

Experience Experience

Philadelphia, PA

Assistant Front Office Manager

Philadelphia, PA

Schneider Group

Philadelphia, PA

Assistant Front Office Manager

Responsible for performance management including one on one coach & counsel sessions, maintaining performance logs and conducting performance reviews
To make decision regarding operational issues in the absence of the Front Office Manager / Executive Assistant Manager, Rooms
Overseeing the hiring, coaching, developing, and performance management of the Guest Service Supervisors, and Guest Services Agents
Ensure Staff performance are being monitored and they are working within the policy and procedure set by the management
Assist with interviewing candidates, training, and performance management of colleagues
Assist the Rooms Division Manager to plan and execute all activities for the smooth functioning of the Front Office department
Manage the departmental budget including but not limited to scheduling as per labour standards and assisting to manage the Royal Service payroll

Boston, MA

Franchised Assistant Front Office Manager

Boston, MA

Waters, Schuppe and Wunsch

Boston, MA

Franchised Assistant Front Office Manager

Ensure efficient guest registration, check out and telephone service. Observe front desk agents and ensure that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification and credit are established and all posting, cash transactions, account settlements and deposits are handled correctly
Observe the front desk and Guest Services areas and ensure that all staff duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, guest requests are handled both courteously and professionally, guests are helped on a timely basis and the proper greetings are used, guests are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through. GSI, guest comments (via third party sites, comments card etc.) will be used to measure guest satisfaction
Supervise Front Desk staff: hiring, performance evaluations, training, and development. Schedule staff according to labor standards and forecasted occupancy
Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees
Supports and initiates superior employee relations through development of action plans, one-on-one coaching/counseling sessions and continuous recognition of employee performance
Administers new hire and on-going training/development to line staff. This includes development of training plans and conducting performance evaluations
Ensures safety by training and enforcing guest check in and security procedures and reporting suspicious activity to security, manager, or MOD

present

Phoenix, AZ

Admin Assistant / Front Office Manager

Phoenix, AZ

Howe and Sons

present

Phoenix, AZ

Admin Assistant / Front Office Manager

present

Provide information about establishment, such as location of departments or offices, employees within the organization, or services provided
Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations
Operate telephone switchboard to answer, screen and forward calls, providing information and taking messages
Provide administrative support on special projects, as assigned
Responsible for updating, maintaining and dispersing company directories
Hear and resolve complaints from customers and public
Transmit information or documents to customers, using computer, mail, or facsimile machine

Education Education

Bachelor’s Degree in Hotel Management

Georgia State University

Bachelor’s Degree in Hotel Management

Skills Skills

Strong inter-personal skills with excellent ability to manage employee productivity
IMPACT - Teamwork, Adaptability, Memorable Service
Proficient in time management; the ability to organize and manage multiple priorities
Adaptability - Ability to effectively adjust to major changes in work tasks or the work environment
Number Facility - The ability to add, subtract, multiply, or divide quickly and correctly
Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.)
Excellent communication skills, ability to influence situations
Knowledge of the city, activities, and restaurants. Willing to experience various restaurants and/or activities in the city to gain more knowledge of venues
Highly organized, results-oriented with the ability to be flexible and work well under pressure
Ability to multitask, work in a fast paced environment and have a high level attention to detail

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Assistant Front Office Manager Resume Examples & Samples

Be the final authority in dealing with all individual guest issues as they occur and try to resolve the issues to a satisfactory outcome for the guest/Resort and updates guest history accordingly
Ensures smooth operations at the Front Desk by supporting and leading the Front Desk Agents
Assist the Front Desk Supervisor and Front Office Manager in ensuring employees in the Front Office are performing their daily tasks according to Arrabelle Standards
Performance of all special projects as requested by the Rooms Director and General Manager
Authorize payroll on a weekly basis
Ensuring good safety practices of employees and guests throughout the hotel, and proper emergency and safety procedures are followed
Conduct site tours of the hotels guest rooms and general areas
Assist the accounting department in resolving billing issues on guest folios
Assist the Front Office Manager in Pre-assigning all arrivals and managing room inventory
Performs all special projects as requested by Front Office Manager, Director of Operations, and General Manager
Conduct interviews, and perform reference checks of potential new hires within the Front Desk and Night audit (in absence of Night Audit Mananger)
Organize and administer on the job training for new employees, and monitor training programs for hotel school interns
Participate in training classes set up by the Arrabelle, Rock Resort and Vail Resort
Ensures the Event Department leads the charge in regard to recycling efforts and environmental initatives
Able to assume responsibilities of Front Office Manager in his/her absence
Oversee Concierge Team. Commissions, Payroll, Scheduling, Hiring, Performance Review
College degree in Hospitality or business related field. -preferred
Proficient in Microsoft Word, Excel, Outlook. -required
Experience with LMS. -preferred
One year supervisory experience. -required
Previous Front Desk or Hospitality experience as supervisor or manager. -preferred
Ability to read and comprehend complex correspondence. -required
Proficiency in Spanish or other languages. -preferred
Must be able to stand or walk for up to 8 hours. -required

Assistant Front Office Manager Resume Examples & Samples

Provide superior service and extraordinary experiences to our guests and guides at all times. Adhere to and uphold Canyons Resort Standards on a daily basis for self and all direct reports
Plan, coordinate, supervise, monitor, and evaluate all daily operations of assigned front desk functions including front desk, guest check-in and out, reservations, and group room coordination
Exercise full supervisory authority, directly, and indirectly, over front desk employees. Plan and conduct staff training programs. Confer regularly with staff to plan and coordinate activities, assign and review work, resolve problems, etc. Plan staffing needs and work schedules. Prepare time sheets and payroll records
Evaluate and monitor procedural processes on a daily basis to ensure best practices within operations at all times
Facilitate effective and regular communication with other departments or company personnel (housekeeping, reservations, maintenance, accounting, etc.) to plan, coordinate, and evaluate activities, services, and events, policies, procedures, exchange information, and resolve problems
Prepare and analyze various administrative and operations reports as related to Lodging Front Office departments. Prepare and process purchase orders for supplies, uniforms, equipment, and any necessary items for day to day operations
Work with Front Office management team to resolve and recover any guest opportunities within the Lodging Division. Provide follow up for all guest complaints and act as a representative of Canyons to ensure extraordinary guest experiences
Ensure that proper safety, and security procedures are followed by all staff
Provide direction, motivation, and inspiration to Lodging Front Office guides and ensures proper development and progress is made for guides seeking long term employment with Canyons. Provide guidance to the team to promote empowerment, growth, and retention
Associates degree or higher in a related field; or minimum two years related experience and/or training or a combination of education and experience from which comparable knowledge and skills are acquired

Assistant Front Office Manager Resume Examples & Samples

Interviewing, hiring and training new third shift front desk staff
Supervising third shift front desk staff to ensure that all front desk policies and procedures are followed and that duties are completed in a timely and efficient manner
Administering performance reviews for third shift front desk staff
Responsible for third shift payroll
Develop a thorough knowledge of the property management and reservation system (LMS)
Develop a thorough knowledge of all properties. Compile and update property information
Responsible for communicating with other departments, including property front desks, housekeeping, reservations, and maintenance in order to operate efficiently. Pass on requests in a timely manner
Responsible for actively communicating and interacting with both guests and owners to handle complaints and requests in a timely and gracious manner
Keep third shift staff apprised on group arrivals, including special procedures and payment guidelines
Maintain the cleanliness of front desk, back office and lobby area
HS Diploma or equivalent - required
2 years previous front desk / hotel / property management experience - required
1 year previous supervisory experience - required
Able to read, write and speak English - required
Able and willing to work a varied schedule based on business need, and on evenings, weekends and holidays - required
Excellent communication skills - required
Maintain a positive attitude and friendly manner - required
Attached resume - required
Proficient in Microsoft Office and hotel LMS systems - preferred
College degree - preferred

Assistant Front Office Manager Resume Examples & Samples

Adhering to and training staff to meet Brand Standards
Meeting Market Metrix goals for overall hotel as well as Front Desk Staff goals
Meeting Department goals
Responsible for Hotel Room Inventory and surrounding condo inventory
Responsible for settling non-owner accounts
Responsible for on the job training of front desk staff
Helping the Front Office Manager with Payroll, Scheduling and hiring of new employees
Must have at least 3 years Guest Service experience (hotel preferred)
Must have at least 2 years in a Lead/Supervisory role
Must be able to work as a Front Desk Agent
Experience with a Lodge Management System (LMS) or similar preferred
Must be willing to Valet guest vehicles
Must be willing to assist the housekeeping department when needed
Must be flexible with scheduling and able to work weekends and holidays
Must be at least 21 years of age and have a Valid Driver’s License

Assistant Front Office Manager Resume Examples & Samples

Meeting Market Metrix goals for overall hotel as well as Front Desk Staff and departmental goals
Responsible for on the job training of front desk staff/bell/valet and concierge staff
Responsible for payroll, scheduling, and hiring of new employees
Responsible for setting goals, mid-year reviews, and year-end reviews of staff
Must have at least 2 years guest service experience (hotel preferred)
Must have at least 1 year in a lead/supervisory role
Must be willing to valet guest vehicles
Must be at least 21 years of age and have a valid driver’s license
Experience with a Lodge Management System (LMS) or similar - preferred
College Degree - preferred

Assistant Front Office Manager Resume Examples & Samples

Ensure that DoubleTree by Hilton guest service standards are being applied consistently and all hotel and departmental policies and procedures are followed
Must remedy all guest complaints or issues
Must coach and discipline associates
Assist the Front Desk Manager in payroll. Must assist in the creation and costing out of weekly schedules for all front office staff and be within budgeted CPOR
Review the current day's expected arrivals and check all VIP and owners special request reservations to ensure that they are pre-registered
Conduct interviews and reference checks as well as organize and administer on-the-job training for new employees
Develop strong working relationships with all departments
Conduct daily pre-shift meeting with housekeeping
Daily review of applicable paperwork
Develop and train employees for career advancement
Responsible for attending all company training classes

Assistant Front Office Manager Resume Examples & Samples

Empowered to make decisions that directly effect the guest’s experience in a positive fashion
After training, must display a working knowledge of emergency procedures so that employee and guest safety will be insured
Utilizes the radio/paging internal communication system used throughout the facility
Acts as the reservation attendant
Assists in coordinating registration functions for all guests
Daily front desk checklist tasks that include
Check in and check out functions
Guest orientation of the local area and the Asilomar Conference Grounds facilities
Proper telephone service techniques and reservation system operation
Reconciles disputed guest charges
Provides explanation for paid outs, miscellaneous charges, and allowances (must have the approval of the supervisor on duty)
Communicates closely with all departments to ensure a seamless guest experience
Responsible for sale of gift shop items
Active departmental participation in training programs as directed by the General Manager
In the event of inclement weather, will be required to remain on sight and on duty until replaced
Follows ARAMARK policies and procedures and safety policies
May be required to work overtime, nights, and/or weekends
Work Night Audit shifts as required
Work with Front Desk Mgr. on FIT Reservations and billing
Work with Front Desk Mgr. on monitoring hard blocking advance deposits, cancellations and oversold situations
Employee is responsible for general knowledge of corporate environmental policies and procedures and how they relate to their job functions. Corporate policies and procedures are posted on bulletin boards or can be accessed at dpr.web
Employee is responsible for knowing the environmental aspects and associated impacts of their job position. Job specific Environmental Aspects and Impacts will be communicated by Dept. Managers during EMS training and/or pre-shift meetings

Assistant Front Office Manager Resume Examples & Samples

Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition
Monitor Front Office and particularly Guest Relations personnel, to ensure ICHG members, known repeat guests and other VIPs receive special attention and recognition
Liaise with Housekeeping Department to ensure room image is maintained and the “Room Ready on Arrival” policy is adhered to
Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room related requests are met
Maintain inter-departmental relationships to ensure seamless customer service
Inspect frequently for cleanliness and orderliness, the lobby, reception and cashier’s desk and, on a random basis, VIP rooms prior to arrival

Assistant Front Office Manager Resume Examples & Samples

Assist in managing the day-to-day activities of the Front Office staff. Schedule employees to ensure proper coverage
Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions
Ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction
Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Assist in creating and implementing action plans to correct deficiencies
Assist in monitoring and controlling labor costs and expenses, and achieving revenue and profitability goals
Assist in maintaining procedures for security of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policy
Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations
Frequently standing up behind the desk and front office areas
Carrying or lifting items weighing up to 50 pounds

Assistant Front Office Manager Resume Examples & Samples

Responsible to assist the Front Office Manager for the smooth operations of the Front Office department
Ensures that guest satisfaction is achieved
Assist with leading the Front Office to provides excellent guest experience

Assistant Front Office Manager Resume Examples & Samples

A degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 5 years of work experience required
Performs all duties at the Front Office as necessary
Runs Front Office shifts whenever necessary
Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results

Franchised Assistant Front Office Manager Resume Examples & Samples

Manage and monitor activities of all employees in the Front Office department making sure they adhere the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed
Maintain a professional and high quality service oriented environment at all times
Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests managers and other employees
Act as manager on duty for the Reception, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise
Inform in absence of FOM all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests
Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate
Checks cashiers in and out and verifies banks and deposits at the end of each shift
Undertake full responsibility for managing operating expenses and purchasing for the department
Reviews and completes credit limit report
Supervise Upsell program with FOM at the Front Office and work as part of the Yield Management team to try and maximize revenue for the hotel
Work closely with the Housekeeping Department to improve guest services and foster cross departmental communication
Maintains master key control
Coordinate daily activities with hotel management team on a daily basis

Franchised Assistant Front Office Manager Resume Examples & Samples

Knowledge of front desk operational procedures
Understanding of Bell Stand, Switchboard operations and Concierge/Guest Services operational procedures
Effective problem-solving skills
Strong customer and associate relation skills
Effective influence skills
Good presentation and platform skills
Strong communication skills (verbal, listening, writing)
Effective conflict management skills
Good training/facilitator skills
Knowledge of governmental regulations and safety standards (OSHA, EPA, ADA, etc.)

Assistant Front Office Manager Resume Examples & Samples

Bachelor’s degree in Hospitality or Tourism Management
Minimum 2 years work experience in similar job preferably in similar size hotel
Advanced computer literacy with system knowledge of OPERA and RESERVE are essential
Clear decision making capabilities, administrative experience along with interpersonal skills supporting team work

Assistant Front Office Manager Resume Examples & Samples

Assist the Front Office Manager in all aspects of the department and ensure service standards are followed
Provide managerial support for the Front Desk Team in the daily operational duties
Train, develop, and recognize Guest Service Agents
Ensure that special requests are met
Oversee group and tour business
Ensure accurate billing is completed upon guest departure
Act as a liaison with the Housekeeping, Maintenance, Food & Beverage, Bell Desk, and Sales/Catering departments to ensure clear communications
Follow all safety policies, including emergency procedures and vehicle policies
Minimum 1 year of Leadership experience within Rooms Division in a high volume hotel or resort setting required
Extensive knowledge of Front Office policies and procedures, including Property Manager is highly preferred
Degree/Diploma in Hospitality Management or a related field is an asset
Knowledge of Microsoft Windows operating system and Microsoft Excel and Word applications
Ability to be flexible with work hours

Assistant Front Office Manager Resume Examples & Samples

Coordinating all aspects of the Front Office areas, to ensure a smooth operation and the highest level of guest satisfaction
Handling of guests comments and complaints; ensuring guests' needs are met and exceeded
Responsible for the maximization of occupancy and average rate through participation in the budget, forecast and yield management
Reviewing arrival reports, noting VIP and Fairmont Presidents Club arrivals to ensure that procedures are followed
Overseeing group business, including review of room status and blocking of rooms, convention agendas and special requirements
Assisting in scheduling staff in accordance with EFTE and productivity levels, recognizing need periods and guest service and making adjustments where necessary
Actively seeking feedback from employees and guests, following-up and taking action to improve JD Power & CES results
Developing close and effective working relationships with all supporting departments, achieving success through the collective knowledge and participation of all employees
Ensuring that all Health & Safety standards are met, procedures followed, and that colleagues have the correct knowledge and tools to work safely
Previous Front Office experience in a “lead” or supervisory role is required, including a strong working knowledge of Front Office operating systems
Strong guest service orientation with the vision and ability to lead employees consistently to achieve goals and work in a highly participative team environment
Dynamic, enthusiastic, creative leader who thrives under pressure and is able to perform tasks in a constantly changing environment
Highly organized, career and result oriented, with the ability to be flexible with work hours including night shifts, assignments and additional duties

Assistant Front Office Manager Resume Examples & Samples

Supervision and control of the Front Office operation
Responsible for receptionists
Duties include meeting and greeting guests ensuring the highest standards of guest care and attention are withheld
Co-ordination with the Housekeeping department, Concierge and Reservations, for all arrivals at the hotel, to ensure that they are handled in an efficient and hospitable manner in the absence of the Front Office Manager
Respond to guest inquiries and coordinate special arrangements and requests from other departments
Accomplishes front office human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counselling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
Achieves front office operational objectives by contributing information and analysis to hotel strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality-service, and guest-service standards; identifying and resolving problems; completing audits; determining front office system improvements; implementing change
Resolves guest dissatisfactions by planning and directing the receipt; investigation, evaluation, and settling of complaints; following-up with guests; personally resolving difficult situations
Assumes responsibilities of Manager on Duty
Cooperation in all front office tasks

Assistant Front Office Manager Resume Examples & Samples

Take ownership and responsibility for Duty Management shifts
Record in the Duty Log all/any incidents that occur in the hotel and follow up with the Front Office Director and/or Hotel Manager
Report any accident, incident, theft for both internal and external guests, and liaise with Security & Safety Manager as appropriate
Knowledge of all arrivals and departures, using guest name at all times
Check current day arrivals and departures, taking appropriate action in the event of fully booked situations
Fully conversant with current availability situation at any given time, and also future availability
Complete knowledge of all features and services (including Food & Beverage outlets, spa/gym - menu/price/promotions/hours)
Fully conversant with all hotel room types, numbers, layout, locations, rates
Fully conversant with special packages, short and long-term promotions (hotel, outlets, spa)
Liaise with Housekeeping and Engineering as required for Out of Order rooms
Ensure accuracy of input into reservation/front desk systems, and content/legibility of registration cards
Ensure all necessary supplies are available for the Front Desk in order to work efficiently and oversee ordering/completion of Purchase Orders in line with hotel policies and procedures
Respond to all issues/feedback raised in internal and external reports, including InnsQore mystery guest program, Sterling guest surveys, TripAdvisor reports, and liaise with Front Office Director and hotel management as appropriate
Undertake and complete any special projects, tasks or other reasonable request by Front Office Director and/or Hotel Manager
Meet and welcome regular, global card holders and VIP guests
Ensure Front Door entrance is covered at all times
Ensure guest privacy and security, respecting confidential information
Maintain and effectively utilize guest profiles through GuestWare and fully support collection of preferences and Customer Recognition Program (CRP) role
Ensure all guest special requests are followed through and administrated
Ensure Front Desk Agents are fully conversant with correct policies and procedures for: Reservation enquiries and booking requests, allocation of rooms, pre-allocation and handling of Group arrivals, registering guests, offering assistance with luggage and/or escort to guestrooms, VIP guests/walk-ins, and handling complaints/feedback
Completion of weekly/monthly/other rotas and Purchase Orders, including Fourth
Follow up on any doubtful accounts passed on by Front Desk Agents
Authorize and sign paid outs, corrections, adjustments and cashier’s banking
Be fully involved in the preparation of departmental and hotel budgets as well as any other financial reports if requested
Ensure Front Desk Agents balance their close of shift and resolve any discrepancies in audit and cash float balancing
Liaise and co-ordinate with Accounts and Front Office Director for any special billing requests and procedures
Fully conversant with foreign exchange procedures
Fully conversant with hotel credit policy as it relates to: cash payments, credit card payments, account to company, voucher payment, and third party payment
Previous management experience within a Front Office environment
College Degree in Business, Hospitality, or Related field preferred
One to two years in a public contact position, preferably in an upscale or lifestyle brand hotel
Maintain positive and productive working relationships with other employees and departments
Ability to work independently and to partner with others to promote an environment of teamwork

Assistant Front Office Manager Resume Examples & Samples

Maintain complete knowledge of and comply with all departmental policies, service procedures and standards
Maintain complete knowledge at all times of
Experience: Minimum two years’ experience as a Front Desk Agent, preferably in a luxury or ultra-luxury hotel
Education: High school diploma; some college
Technical Skills: Familiarity with yields management and cost controls; ability to perform job functions with attention to detail, speed and accuracy, prioritize and organize, be a clear thinker, remaining calm and resolving problems using good judgment, follow directions thoroughly, understand guest’s service needs, work cohesively with co-workers as part of a team, work with minimal supervision, maintain confidentiality of guest information and pertinent hotel data, ascertain departmental training needs and provide such training, direct performance of staff and follow up with corrections when needed, input and access information in the property management system/computers/point of sales system

Assistant Front Office Manager Resume Examples & Samples

Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk
Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction
Assist with development of employee morale and ensure training of Guest Services personnel
Greet and welcome all guests in the lobby in accordance with Highgate Hotel S.O.P.'s
Assist and supervise Guest Service Agents with daily duties
Train new employees, help to develop and implement training programs
Maintain log of rooms in “out of order” status
Work closely with housekeeping regarding daily room status
Ensure correct and accurate cash handling at the Front Desk
Be aware of all rates, packages and promotions currently underway
Monitor HOTSOS guest orders to ensure timely delivery of guest requests/items
Block rooms for Groups
Participate in Room Inspection programs
Supervisory experience at a union property is a must
Knowledge of Opera PMS required
Knowledge of ADP payroll system preferred
Ability to work long hours and overnight shifts

Assistant Front Office Manager Resume Examples & Samples

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 and Shuttle Drivers
Ensure work is completed to include, shift closings, room deposits, refunds and rebates
Train and develop Front Desk Agents. 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
Responsible for the training, management and growth of all Front Office staff
Responsible for the successful and reliable operation of 24-hour Shuttle service to and from airport

Assistant Front Office Manager Resume Examples & Samples

Reviews daily reports, arrivals; including VIP's and Fairmont Presidents Club Members to ensure proper execution of all details
Work closely with Front Office Manager and revenue management to apply yield management principles and appropriately manage the inventory maximizing rooms revenue
Executes concepts of “the perfect arrival”
Focuses the team on guest service, initiatives and drive guest satisfaction score results
Focuses on satisfaction in all JD Power areas
Ensures Fairmont President’s Club program is executed to the highest level
Participates in and conducts regular leadership and colleague briefings and formal communication meetings
Monitors established standards and procedures set out by the hotel and the department and ensures compliance
Ensure performance management principles are followed
Minimum 1 year progressive Front Office operations experience, preferably in a luxury property
College Degree in Hospitality an asset
Computer knowledge and proficiency in PMS (Opera) and Microsoft Office
Strong organizational skills with multitasking prioritization
Fanatical guest service orientation

Assistant Front Office Manager Resume Examples & Samples

Provides leadership support for Reception, Royal Service and Guest Services in the daily operational duties for these areas
Consistently offer professional, friendly, personalized and engaging service
Ensure proper staffing and scheduling of all Reception colleagues in accordance to productivity guidelines
Represent executive office and senior leadership team as Manager on Duty

Assistant Front Office Manager Resume Examples & Samples

Ensuring the smooth daily operations of the Front Office, while maintaining high levels of guest service
Overseeing the hiring, coaching, developing, and performance management of the Guest Service Supervisors, and Guest Services Agents
To improve service delivery by streamlining procedures and removing obstacles that hinder service delivery
Ensuring inter-departmental communication and cooperation in the interest of better guest satisfaction
Developing visionary proposals aimed at improving service climate, colleague moral, and shareholder return
Handling of guest comments and concerns, ensuring all guest needs are met
Establishing and maintaining a good working relationship between the hotel and affiliated agencies and their representatives
Participating in communication meetings within the Front Office, the hotel, and the company
Adhering to the code of business conduct
Being responsible for a personal cash float
Working shifts as business levels dictate
Performing general computer maintenance
Ensure that the operational budget for the Front Office is adhered to, and all costs are controlled
Ensure optimal and efficient scheduling in all areas of the Front Office
Practicing room yield management, to ensure maximum profitability of overall operations
Monitoring inventory, room types, and categories
Attending promotional functions as required
Ensuring the safety and well being of our guests and co-workers by having a working knowledge of crisis and emergency procedures
Maintain a safe and hazard free work environment
Adhering to the Fairmont Hotels and Resorts Green Plan
Compliance with all safety regulations of assigned tasks, and ensure a clean and safe working environment with active participation in the hotel health and safety program
Previous proven supervisory experience in Front Office
Extensive knowledge of Front Office policies and procedures
Hospitality Administration program diploma or degree from a recognized institute an asset
Highest guest service orientation with the vision and ability to lead employees consistently to achieve goals and work in a highly participative team environment
Highly organized, career and result oriented, with the ability to be flexible with work hours, days off, assignments and additional duties
Must be able to work well under pressure in a fast paced and consistently changing environment
Operational knowledge and use of Opera, WORD, and EXCEL

Assistant Front Office Manager Resume Examples & Samples

To assist the Front Office Manager in all aspects of the department and ensure service standards are followed
To ensure proper staffing and scheduling of all Front Office colleagues in accordance to productivity guidelines
Previous PMS experience required

Night Assistant Front Office Manager Resume Examples & Samples

Assist the Front Office Manager to evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
Assist the Front Office Manager with setting departmental objectives, work schedules, budgets, policies, and procedures
Flexibility to respond to a variety of work situations

Assistant Front Office Manager Doubletree by Hilton Minsk Resume Examples & Samples

Conduct monthly communication meetings, in the absence of the Front Office Manager, and produce minutes
Previous supervisory experience in Front Office within the hotel/leisure/retail
Fluent in Russian and English

Assistant Front Office Manager Resume Examples & Samples

Assist the Front Office Manager to oversee the entire Front Office operation to maintain high standards
Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme
Assist the Front Office Manager with recruiting, managing, training and developing the Front Office team

Assistant Front Office Manager Resume Examples & Samples

Oversee the Front Office operation to maintain high standards, in absence of the Department Head
Support in managing staff performance issues in compliance with company policies and procedures
Support Department Head in recruit, manage, train and develop the Front Office team
Experience of managing people and developing people
Familiar with Property Management Systems

Assistant Front Office Manager Resume Examples & Samples

Supporting company and hotel policies and procedures including the promoting and participation in Colleague Engagement, Health and Safety, and guest experience initiatives
Participating in scheduling and supervising a team of thirty-five plus colleagues
Ability to work effectively and provide leadership in a large management team with shared responsibilities
Oversee Front Desk operations while on duty as “manager on duty”, with direct accountability for leadership of Front Office operations
Ensure service standards are met and exceeded i.e. anticipation of guest needs, up selling, scheduling etc
Responsible for ensuring that all guest issues/complaints receive prompt action and follow up and are communicated effectively to all relevant areas
Taking charge of Groups and Conventions from a Front Office perspective from pre-convention to post-convention stage, including pre-convention meeting attendance
Liaise with key departments ( Housekeeping, Guest Services, Reservations and Sales and Conference Services ) to ensure smooth sense of arrival and departure
Participating in interviewing, recruiting and selection of new team members and managers
Liaise with VIP parties ( i.e. State Visits) special attention guests, ensuring that accommodation is in order, inspecting where necessary, greet, escort and contact when possible upon arrival
Thorough knowledge of function bookings and their effect on lobby and public areas
Attendance at all required Hotel meetings
Thorough knowledge of emergency procedures ( Emergency Preparedness Manual ) and general crisis situation procedures
Excellent knowledge of Front Office Procedures
Knowledge of Micros Fidelio Opera and Microsoft Office Applications
Minimum of two years as a manager within the Front Office or Front Office Manager at a small to mid-sized hotel
Highly organized, career and result oriented with the ability to be flexible with hours, days off, assignments and additional duties
Diploma/Degree in Hotel Management an asset
Second, third language an asset
Ability to work shifts including weekends and holidays

Assistant Front Office Manager Resume Examples & Samples

Ability to work weekdays, weeknights, first and second shifts, and holidays
Ability to work longer shifts based on business and staffing levels
2-3 years of progressive hotel rooms management and/or relevant leadership/industry experience
Must have excellent computer skills and ability to learn and utilize new systems (knowledge of Opera, Reserve, Kronos, and BirchStreet a plus)
Possess strong interpersonal skills and have the ability to effectively interact with people of diverse backgrounds
Must possess the following strengths: motivational leader, effective communicator, team player, service oriented, and professional presentation
Must have excellent multi-tasking, organizational, and administrative skills

Assistant Front Office Manager Resume Examples & Samples

Prior Hyatt experience preferred
Ability to work a flexible schedule, including weekends, holidays and overnights
Ability to work in both an indoor and outdoor environment under all weather conditions including extreme heat
Must be able to lift, push and pull a moderate amount of weight (approximately 50 lbs.)

Assistant Front Office Manager Resume Examples & Samples

Ensure efficient guest registration, check out and telephone service
Observe front desk and telephone attendants and ensure that their duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, calls are handled both courteously and professionally, calls are answered on a timely basis and the proper greetings are used, messages and faxes are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through
Direct and assist front desk staff and telecommunications in organizing breaks, ensuring that all work is completed efficiently and according to schedule
One year hotel front office experience required. Supervisory experience preferred

Assistant Front Office Manager Resume Examples & Samples

Assist the Director of Front Office in all aspects of the department and ensure service standards are followed
Provides managerial support for Reception, Royal Service, Butler Service and Guest Services in the daily operational duties for these areas
Minimum of 2 years previous proven supervisory experience
Knowledge of Micros-Opera Property Management System an asset

Assistant Front Office Manager Resume Examples & Samples

Monitor front office personnel to ensure guests receive prompt, cordial attention and personal recognition
Supervise the Front Office team to ensure optimum occupancy and average room rate for the purpose of maximizing revenue
Monitor Front Office, and particularly Guest Relations personnel, to ensure priority members known repeat guests and other VIPs receive special attention and recognition
Assume overall responsibility for maintaining standards to ensure furnishings facilities and equipment are clean, in good repair and well maintained
Schedule and regularly conducts routine inspections of areas under his/her control
Maintain knowledge of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
Compile statistics for front office and provide reports relating to that area
Continually check the accuracy of room count
Approve upgrades and special amenities
Conduct comprehensive monthly departmental meetings to include a review of procedures and events which warrants special handling and detailed information
Maintain all procedures and adheres to them within the ICHG guidelines; in particular with emphasis on hotel credit policy
Prepares efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
Works with Human Resources on manpower planning and management needs
3 years of guest service / hotel experience with one year in a management capacity, or an equivalent combination of education and experience
Type and level of experience required may vary slightly based on size and complexity of operation

Assistant Front Office Manager Resume Examples & Samples

Job Specific Computer Skills- Using computer hardware and software specific to job (e.g., MARSHA, PMS, SFA, NGS, Delphi, Point of Sale, HR technology)
Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences
Reading Comprehension - Understanding written sentences and paragraphs in work related documents
Writing - Communicating effectively in writing as appropriate for the needs of the audience
Originality- The ability to come up with unusual or clever ideas about products, services or situations, or to develop creative ways to solve a problem
Ensures compliance with all Front Office policies, standards and procedures
Strives to improve service performance
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met
Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team
Ensures recognition of associates is taking place across areas of responsibility
Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience
Reviews comment cards, guest satisfaction results and other data to identify areas of improvement
Interviews and hires managers and hourly associate team members with the appropriate skills and in a timely manner to meet the business needs of the operation
Celebrates successes and publicly recognizes the contributions of team members
Ensures hotel 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
Responsible for guest profiles in OPERA

Assistant Front Office Manager Resume Examples & Samples

Assist the Front Office Manager, in all aspects of the department and ensure service standards are followed
Provides managerial support for Reception and Guest Services in the daily operational duties for these areas
3-5 years experience in the Hospitality Industry
Enthusiastic and positive personality with the ability to build trusting relationships with others
Applicable job related skills as per Accountable Duties

Assistant Front Office Manager Resume Examples & Samples

Responsible in directing, coordinating and monitoring the overall Front Office Operation as directed by the Front Office Manager to meet the service standards of the Hotel
Direct the Front Office Operation on the absence of the Front Office Manager
Assist the Front Office Manager in supervising, organizing, directing and coordinating the staff and activities of the Front Office
Do a daily inspection and control to all Front Office section at least 60% of the time; ensure that Front Office Employees perform their daily duties according to required standards
To Plan and prepare work schedules for FO team
Authorize the acceptance of traveler cheques, cash advance, rebates, paid out, refunds on the basis of established procedures
To work closely with and inform the Front Office Manager of any unusual activities that occur daily
Monitor and control the rooms situation in connection with reservations, daily occupancy and rooms availability to ensure maximum revenue through effective yield management
Make sure that each section head at the Font Office Department attends the daily meeting chaired by FOM of Assistant FOM
Be familiar with all Accounting Standards and Procedures pertaining to rooms revenues and advice staff concerned to adhered to them in daily operations
Know all procedures in case of emergency or fire and make sure that staff are periodically trained to face this situation and know their function according to the procedures
Participate in the inspection and checking the preparation for VIP's and ensure that they will receive proper treatment as VIP during their stay within Hotel
Monitor and establish, improve or delete the existing standard and procedures to have more efficient and effective system in order to maintain or improve service and guest satisfaction at the Front Office Department. Consult with Front Office Manager prior to doing so

Assistant Front Office Manager Resume Examples & Samples

Responsible for the organisation and the quality of services delivered to the customers for the Front Office department
Excellent leadership skills; Proactive
Fidelio know-how
Health in good condition

Assistant Front Office Manager Resume Examples & Samples

Bachelor’s degree in hospitality or related field
Proficient in communicating in the English language, ability to speak a foreign language desired. Ability to handle challenging situations and able to communicate with confidence, respect and humility
With progressive experience in Front Office gained over the last 7 years in a 5 star luxury property, 2 years of which would have been spent as Assistant Front Office Manager. Well versed in the local area and able to relate to various cultures and groups
Skilled in leading a diverse team with varying degrees of experience and talents. Able to teach and inspire team members to be their best everyday

Franchised Assistant Front Office Manager Resume Examples & Samples

Processes all guest mail, messages and faxes by receiving, sorting, logging, notifying and distributing to mailboxes and to guests in order to ensure the information is received by the guests in the most timely and accurate method possible
Ensures ongoing use of comment cards by ensuring e-mail addresses are obtained at the time of taking the reservation or upon check-in
Administers front desk incentive program (i.e. upsells, sales incentives, dollars for dreams, etc.) with the approval of the General Manager
Review any problems or concerns from the previous day from night audit and daily work. Address any issues with entire staff or individual front desk associates; whichever is appropriate
Monitor all front desk associates banks to make sure they are accurate
Interview and assist in all front desk hiring decisions. Complete all new hire paperwork, review handbook, and benefits
Ensures safety by training and enforcing guest check in and security procedures and reporting suspicious activity to security, manager, or MOD
Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isnt upset when things are up in the air; can comfortably handle risk and uncertainty
Requires working knowledge of guest services and hotel services, policies or operations
Must have high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems
Must have vision ability to read written forms of communication and monochrome computer screen
Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc
Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work

Assistant Front Office Manager Resume Examples & Samples

Behaves and acts in an exemplary fashion, embodying the brand mindset
Helps the Front Office Manager organise and manage the team, perform administrative tasks and coordinate with the other departments
Helps employees improve their skills and provides support for career development
Through his/her actions and presence at the reception, transmits the Front Office Manager's instructions and priorities
Secures the revenue from room sales

Assistant Front Office Manager Resume Examples & Samples

Preferred experience in a luxury hotel in Front Office and/or Concierge responsibilities
Knowledge of the city, activities, and restaurants. Willing to experience various restaurants and/or activities in the city to gain more knowledge of venues
Receive a complimentary meal when at work in our employee restaurant, the Sound Café

Assistant Front Office Manager Resume Examples & Samples

Assist the Director of Rooms in all aspects of the department and ensure service standards are followed
Provides managerial support for Front Desk, Royal Service, Fairmont Gold and Guest Services in the daily operational duties for these areas
Knowledge of Opera Property Management System an asset

Assistant Front Office Manager Resume Examples & Samples

Fluenct in English
Minimum of 1 year previous proven supervisory experience in Front Office Operations
Knowledge of Opear Property Management System an asset

Assistant Front Office Manager Resume Examples & Samples

Ideally with diploma/qualification in Hospitality or Tourism Management
Minimum 2 years work experience as Assistant Manager Front Office / Guest Relations in a hotel
Excellent communication and customer relations skills, problem solving skills
PMS Opera
Fluent level of English
Be self-motivated, enthusiastic, dynamic, friendly, team player

Assistant Front Office Manager Resume Examples & Samples

Demonstrates Fairmont Service Promise and Fairmont Values in all interactions with both guests and colleagues
Ensures all guests needs are met and exceeded and that departmental Fairmont brand standards are followed in all interactions
Guides and manages the overall Front Office operations during the assigned shift
Maximizes occupancy and average rate through participation in the budget, outlook and yield management
Reviews arrival reports and VIP's to ensure that all procedures are followed
Oversees the requirements of group business, including review of room status and blocking of rooms, convention agendas and special requirements
Assists in scheduling staff in accordance with productivity levels and recognizing the need periods and customer service requirements
Assists the Front Office colleagues during busy periods, including coverage of breaks
Ensures organization and communication of information to all Front Office staff and other departments to ensure the highest level of guest satisfaction
Acts as a member of the Primary Emergency Response Team and follows emergency procedures, general crisis situation procedures correctly to ensure the overall safety and security in the hotel
Handles guests inquires and concerns with professionalism
Participating in recruitment, training, development, and Performance Management of Front Office colleagues as required
Arranges and participates in communication meetings within the Front Office Department
Reports all incidents (guests and colleague) and does follow-up, to ensure the efficient resolution of potential claims
Adheres to the hotel’s environmental policies and procedures
Two years proven supervisory experience in Front Office
Highest guest service orientation with the vision and ability to lead employees consistently to achieve goals and work in a highly participatory team environment
Must be able to work well under pressure for all shifts, in a fast paced and constantly changing environment
Impeccable professional presentation
Strong aptitude for technology and previous experience with similar hotel & restaurant applications a requirement
Strong working knowledge of Microsoft Windows operating system and Microsoft Excel and Word applications
Must have excellent written and verbal communication, interpersonal and leadership skills
Previous use of Fidelio Opera and Micros 9700 a strong asset
Working knowledge of a second language and its application in the hotel and hospitality industry an asset
Standard First Aid and CPR an asset

Assistant Front Office Manager Resume Examples & Samples

Must have supervisory related experience
Must be able to work a flexible schedule including weekends and holidays
Previous related job experience required

Assistant Front Office Manager Resume Examples & Samples

Work closely with the Director of Rooms to actively manage key property issues
Comply with and exceed hotel service standards
Plan, direct and coordinate the service delivery of all operational departments in order to meet and exceed guest expectations
Maintain good professional relationships with hotel group partners
Provide effective leadership to team members
Monitor the level of service provided and constantly working on improving, through investigation, analysis and corrective action

Assistant Front Office Manager Resume Examples & Samples

Assist the Front Desk Manager in all aspects of the department and ensure service standards are followed
Minimum of 1 year previous proven management experience in the hospitality industry, preferably as an Assistant Front Office Manager at a luxury hotel
Should possess or be willing to obtain certification in occupational first aid

Assistant Front Office Manager Resume Examples & Samples

Leads and oversees the operations of the Front Desk team with proven guest service and leadership experience
Ensures seamless check-in/ check-out guest experience
Setup the Front Desk operations for pre-opening

Assistant Front Office Manager Resume Examples & Samples

Fully in-charge of the Front Office Operation when FOM is not availabl
Control the duties assignment and shifts to employees and supervisors to ensure the adherence to hotel policies and standard operation procedures
Maintain constant check of service standards to assure the consistency and efficiency of hotel’s service, quality, policies and practices
Supervise the activities of the Duty Managers and coordinate with the Front Office Manager for the daily guest satisfaction in relation to complaints/problems
Maintain frequent contact with guests and VIPs and deal efficiently regarding special requests, reservations, complaints on the accommodation or other functional areas of the hotel and strives for the satisfactory and speedy adjustments of complaints, special requests, etc
Set up monthly general cleaning schedules for Front Office and coordinate the works
Check medallia result with Quality Manager and prepare accordingly the action plan
Fully understand and master all Front Office Standard Operation Procedures, Fire Manual, Employee Handbook, all Frequent Flyer Programs and Loyalty Programs
Attend meeting and briefings as scheduled
Assist the FOM and DOR in administrative works
Ensure that all sections are well manned according to the business level
Check all section’s logbooks and make sure the necessary follow up are properly done
Double check the preparation of VIPs, Group arrival and Group Departure
Implement new departmental policies and procedures as determined by the management

Assistant Front Office Manager Resume Examples & Samples

Supervise the shift operations in the Front Office and liaise with sales, reservations, accounting, and the operations departments to ensure smooth operations and achievement of an optimal level of quality service and hospitality
Supervise the Front Office employees; interview, recommend hiring, schedule, train, recommend performance reviews, resolve problems, provide open communications and recommend discipline as appropriate
Aid in the implementation and administration of company programs of the Front Office (Front Desk, PBX, Bell Stand, Concierge, and Valet). Ensure compliance with LSOP’s and SOP’s to ensure an optimal level of guest and associate satisfaction
Monitor and maintain the Front Office systems and equipment to ensure their optimum performance
1-3 years previous Assistant Front Office Manager experience in a luxury hotel environment. Marriott experience preferred. Must have experience with training associates

Assistant Front Office Manager Resume Examples & Samples

Assist the Rooms Division Manager to plan and execute all activities for the smooth functioning of the Front Office department
Ensure that credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval of the designated authority
Establish and maintain seamless co-ordination & co-operation with all departments of ibis Navi Mumbai to ensure maximum cooperation, productivity, morale and guest service
To train all team members on the Standard Operating Procedures
Monitor the trends within the industry and initiate best practices after the approval of the Management
Makes sound decisions quickly under pressure; Takes calculated risks based on adequate information and analysis; Makes rational, balanced judgments on the basis of available information
Creates a climate of teamwork by encouraging harmony, co-operation and communication; Cares for others by monitoring their well-being; Inspires a positive attitude to work among subordinates and persuades others so that they can adjust their positions and readily gains agreement and support from others; Respects the contributions of others
Selects the most appropriate tactic(s) from a range of alternatives and conveys the plan to others; Sets organisational strategy in line with organizational vision and uses multiple, relevant resources to achieve objectives; Negotiates with a variety of approaches

Assistant Front Office Manager Resume Examples & Samples

Assists the Front Office Manager leading the hotels Front Office team, to ensure a five star luxury lifestyle service for our VIP clientele
Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example
Demonstrable skills in hospitality

Assistant Front Office Manager Resume Examples & Samples

Communicate effectively both orally and in writing to provide clear direction to staff
Observe performance and encourage improvement. Interview, select, train, supervise, evaluate, counsel, and administer disciplinary procedures for Front Office staff. Monitor lobby traffic and make staffing adjustments as required
Review VIP reservations and ensure proper handling of VIPs and groups, administer amenity orders and resumes for incoming guests. Update system by inputting inventory and non-inventory groups. Monitor special reservation requests handling and oversee rate changes on in-house guests
Compute daily payroll, schedules, and other reports. Analyze data and make decisions based on prior experiences and knowledge of circumstances to prepare daily and weekly
Manage Front Office staff, resolve guest concerns, and implement resolutions by using discretion and judgment
Ability to read, write, speak and understand the English language to communicate effectively with guests and employees
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts

Assistant Front Office Manager Resume Examples & Samples

University degree
Front office experience not less than 3 years as AFOM, or not less 4 years as Supervisor
Fluent English and Russian
Stress resistance of high level
OPERA and MS Office skills and knowledge (advanced user)
Flexible to work overtime including night shift if required

Assistant Front Office Manager Resume Examples & Samples

Demonstrate service attributes in accordance with industry standards, guest expectations and company brand standards including
Being attentive to guests
Accurately and promptly fulfilling guests requests
Anticipate guests needs
Demonstrating a ‘service’, genuine and caring attitude
Taking appropriate, prompt and responsible actions to resolve guest complaints
Deal with, log and follow up all guest queries and complaints, ensure that they are dealt with accordingly and gain optimum guest satisfaction
Be prepared and equipped to meet the diverse cultural needs of guests from around the world
Review and update existing standards to ensure competitiveness
Monitor departmental HeartBeat results, mystery audits and quality evaluations
Compose and Implement comprehensive action plans to improve Guest satisfaction results ensuring maximum team involvement

Assistant Front Office Manager Resume Examples & Samples

Ensure quality assurance standards of hospitality are provided to all members, owners, and guests on property and/or via telephone
Effectively handle incidents and guests concerns in a timely and professional manner to ensure high levels of guest satisfaction. Alert management team of potential serious issues
Comply with corporate initiatives and policies including quality assurance initiatives
Assist Front Office Manager/Director with managing resort inventory
Assists with adjustments in departmental policies and procedures
Serves as department manager in the absence of Front Office Manager/Director
Able to perform all job functions of Front Desk Manager, Assistant Front Desk Manager, and Front Desk Agent
Perform quality assurance audit checklist quarterly for the Assistant Front Desk Managers and the Front Desk Agents
Completes all required Company trainings and compliance courses as assigned
A minimum of one (1) year of experience in the customer service field required
Ability to interpret and create spreadsheets

Assistant Front Office Manager Resume Examples & Samples

Plan, organize and conduct staff training programme
Monitor, make amendment and implement Front Office operations procedures
Provide direction and ensure smooth and efficient running of Front Office Team
Monitor and follow-up on high balance report to ensure bad debts are minimize
Responsible in scheduling, equipment maintenance, supply requisition and daily reports
Review and make amendments to Front Desk operation manual
Ensure Staff performance are being monitored and they are working within the policy and procedure set by the management
To make decision regarding operational issues in the absence of the Front Office Manager / Executive Assistant Manager, Rooms
Recruits, interviews and hires staff
Conducts and attends relevant meetings regularly
Coordinates full house situations and recommends actions to be taken
Maintains a visible image of management at all times
Controls expenses to achieve maximum profitability without compromising on guest services and standards
Ensure all issues and concerns regarding DM’s Log Entry are closed with thorough follow up actions
Responsible for the efficient and effective operations of the Front Office including, Concierge, On-Call Valet, Front Desk, Club Lounge, Business Centre and Duty Managers
Coordinates with Reservations, Engineering and Housekeeping in a high house situation and recommends actions to be taken
Coordinates and monitors major group movements and making such action plans covers all areas of operations
Handles all guest correspondences and feedback to ensure follow-up and prompt replies
Coordinates full house situations and makes all necessary arrangements to handle overbooking and pledge relocates

Assistant Front Office Manager Resume Examples & Samples

Attend daily and monthly Rooms Merchandizing meetings
Maintain Highgate Hotel S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting
Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Highgate Hotel S.O.P.'s
Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service
Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees
At least 2 years of progressive experience in a hotel or a related field; or a 2-year college degree and 3 or more years of related experience; or a 4-year college degree and at least 1 year of related experience

Assistant Front Office Manager Resume Examples & Samples

Oversee the daily operations of the Front Desk. Ensure that the Front Desk meets hotel standards for a memorable guest experience. Orchestrate and expedite the registration and checkout process. Act as the main contact for guests and other hotel departments in the absence of the Front Office Manager
Arrive at workplace on time in full uniform prepared with tools and all equipment needed for service
Review current day’s expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment
Review the room availability and check status of departures on a daily basis
Relay all pertinent information to the Front Desk Agents, the following shift supervisor, Front Desk Manager, and all relevant areas in the rooms division
Supervise, coach, and mentor the Front Desk Agents ensuring the correct sequence of events for proper registration and checkout of guests
Assign breaks and specific tasks relative to credit, missing addresses, printing registration cards, registering and keying guests, creating check-in packets, posting charges, and overall cleanliness and organization of the Front Desk
Manage staffing levels as occupancy fluctuates
The number one priority is to be driving the standards while out on the floor with the Front Desk Agents
When observing the associates, ensure efficient guest registration, check out, and telephone service. Ensure that their duties are completed in accordance with established policies, procedures, and standards
Handle any guest challenges that may arise
Resolve any guest opportunity to ensure complete guest satisfaction. Then use opportunity as a training tool for the Front Desk Agents so the problem does not arise again
Create a welcoming environment for all guests and patrons; assure that all guests are acknowledged while in the lobby either verbally or visually (adhering to the 15-5 rule). Accept requests from guests regarding luggage handling and storage, delivery of items. Maintain all logbooks, keeping them accurate, updated and in good order
Resolve guest and employee concerns expeditiously in a manner, which is beneficial to all involved
Conduct daily pre-shift meetings
Participate in ongoing training of associates for continued performance improvement. Recognize outstanding performance by service personnel and handle discipline as per standard operating procedures
Inspect associates’ uniforms and operational departmental areas for cleanliness and organization, correcting as necessary and communicate expectations of these areas to the staff
Accept payment for guests’ accounts both at the time of registration and at checkout
Cash checks and exchange currency for guests
Maintain a daily log of all guests’ opportunities with corrective action steps
Follow-up on any unresolved situations in a timely manner and pass on appropriate information to other Managers for handling
Any other duties as assigned by the Front Office Manager
When necessary, actively contribute to the successful operation of the resort by labeling, handling, and/or storing guest luggage or delivering guest items on request
Support bellman, doorman, valet, and concierge desk as needed
One-year hotel Front Office experience plus one year of supervisory experience required. Management experience preferred
High school or equivalent education required. Bachelor’s Degree preferred
Ability to supervise subordinate staff, including, but not limited to, assignment of duties, evaluating service and taking disciplinary action when necessary
Knowledge of Resort operations, its services, and facilities

Assistant Front Office Manager Resume Examples & Samples

You will have previous management or supervision of a Front Office function, Leadership Experience including Performance Management (Appraisals and Disciplinary)
You will ideally have Hospitality Management Degree
You will have working knowledge in Microsoft Office Application and Opera

Assistant Front Office Manager Resume Examples & Samples

Provides the guest with flawless, proactive and sincere luxury services from an engaged and empowered workforce committed to creating a memorable experience
Acts as ambassador and spokesperson to all customers; promotes tailored services to VIPs and loyalty program members; responding in a timely and consistent manner to customer & third party concerns; fielding issues with all operational departments
Demonstrates a commitment to Service Excellence; leads the tactical implementation of customer satisfaction improvement activities measured through VOG (TrustYou) and in keeping with our luxury standards of service from curb to pillow
Spearheads the Problem Resolution process SCORE & #OWNIT; communicating with guests ensuring that issues are being resolved during the stay; maintains a monthly reporting system that allows proactive resolution to common issues
Ensures that daily labour outlook and results for the Front Office department are accurate; maintains departmental efficiency/productivity and essential luxury guest services; maximization of revenues via upsells
Actively participates in the revenue management process ensuring Rooms revenue is maximized in order to achieve financial success (RevPar and GOP); develops plans to maximize upsell revenues
Coaches and mentors colleagues; creates an environment that allows colleagues to exceed guest expectations and provide a path for career development with Fairmont Hotels and Resorts
Leads department to maintain superior colleague engagement through action planning as a result of the Colleague Engagement Survey including continuous improvements
Ensures colleague concerns are resolved in a professional and timely manner
Builds and maintains employee relationships; attends monthly communication meetings; ensures appropriate and timely recognition for individuals and teams; participates in departmental and hotel recognition events
Contributing to a positive hotel culture and success of ongoing Service Promise training
Executes and monitors effective goals and measurements for the Front Desk, exceeding expectations of all four pillars (colleagues, owners, guests and brand)
Assists with ECOSURE & LQA action planning and improvement plan implementation; ensuring a consistent delivery of luxury product and services
Involved and active within hotel committees
Promotes health, safety and well being of our guests and co-workers by having in-depth knowledge of the Hotel's crisis and emergency procedures; understands and implements the corporate crisis communication procedures within the Front Office
Complies with Fairmont Hotels & Resorts policies, procedures and code of ethics and ensures Service Essentials and Brand Standards are in place and executed
Performs any and all other tasks which are assigned by the management team
Minimum 5 years of hotel experience, with 2 years of luxury experience and 2 years of supervisory experience required
Extensive knowledge of Front Office operations, brand standards and 4/ 5. Diamond standards required
University degree or College diploma in Hotel Management preferred
Ability to analyze data and trends and create strategies for improvement, willing to take risks
Knowledge of computerized Front Office systems required with emphasis in Property Management System and MFR
Proficiency in Microsoft Office Software
Superior leadership & coaching skills with a proven track record of developing and motivating career minded professionals
Able to balance a variety of priorities while considering all aspects of the job i.e. Financial, Operational, HR
Proven ability to adapt to changing priorities and to multi-task
Having vision and ability to lead and motivate colleagues to consistently achieve goals and improve on existing product and service
Ability to promote fun at workplace
Analytical skills, strength as a developer and a leader of others, creativity, and strong planning skills are essential for this position

Assistant Front Office Manager Resume Examples & Samples

Supervises front desk staff, reservations, Concierge, Night Audit, Parking and Bell Staff as needed
Maintains a high level of professional appearance, demeanor, ethics and image of self and subordinates
Organizes and conducts pre-shift and monthly departmental meetings to disseminate pertinent information. Attends weekly staff meeting and other meetings as assigned
Ensures good safety practices of all associates, understanding and actively participating in hotel’s emergency action plan and loss prevention guidelines
Participates in Manager on Duty program, constantly monitoring throughout Hotel and trouble shooting problems
Loads paper/ toner into machines. Trouble shoots computer problems
Maintains order, stays calm and gives direction during emergency situations
Flexible hours and availability including nights and weekends
Performs other duties as requested, such as special requests from guests
Above average mathematical comprehension to understand and interpret numbers as they apply to operations in Hotel
Ability to read, write, speak, and understand the English language to communicate with guests and associates
Ability to analyze complex statistical data and make judgments accordingly
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts
CPR Certification Required
Minimum of one to three years experience supervisory/managerial role
Other responsibilities & duties as assigned

Assistant Front Office Manager Resume Examples & Samples

Set up and block all VIP arrivals, group, special requests, rate code, packages, back to back reservations and SRG arrivals
Perform the daily arrivals scrub
Manage all room moves adhering to the Hudson standard
Manage early arrivals, late departures as well as all arriving guest rooms with housekeeping. Notify any related departments of any room moves
Manage and balance room inventory (3 days out)
Manage all pre-registration (groups, airlines, individuals, etc) and make key packets
Post any premium upcharges
Post and handle parking reconciliations
Responsible for clearing/settling daily departures and settling open folios
Working alongside housekeeping to determine and clear discrepancies
Work with different departments to ensure rooms have the amenities as noted on guests’ reservations
Perform credit check report (request double lock when needed) immediately informing Front Office Manager of any credit liabilities; utilize online billing authorizations and Celopay
Block guaranteed upgrades to ensure extra revenues are collected
Monitor and prioritize queue list with Guest Service Agents for prompt registration and manage communication process of alerting guests
Conduct relevant training for Guest Service Agents and all new managers
Utilize HotSos functionality
Update, maintain and manage OOO and OOS rooming list
Assist with group and high volume check ins, as well as remote check ins
Answer all telephone calls using the proper telephone etiquette
Ensure all guest inquiries or service issues are resolved
Assist the GEM with returned guests/VIPs and other Z-Direct duties
Attend and participate in weekly Resume Meeting, updating corresponding binder and group recap
Assist in review of GSA performance, advising on their learning needs and take part in GSA succession planning as well as handling disciplinary actions where necessary
Must print and settle end of day paperwork and adhere to accounting SFP procedures
Minimum of three (3) years Hotel operational experience in a Union environment preferred
Thorough knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations

Assistant Front Office Manager Resume Examples & Samples

Balances operational, administrative and colleague needs
Coordinates Reception, Ski Valet and Concierge departments to ensure the smooth operation and highest level of owner and resident satisfaction
Actively seeks guest satisfaction feedback and ensures problems are resolved efficiently and effectively, and communicates with the Residence
Manager when issues are not easily resolved
Responsible for the entire Lodge during the night shifts, monitoring the operation, ensuring the safety & security of the facilities, colleagues, owners and residents
Logs all guest interactions in the MOD Report and prepares a summary of the previous 24 hours to be used in daily ops meetings
Provides daily feedback about the operation to the GM and the Residence Manager through incidents reports, MOD Reports and emails with supporting documentation and accurate conclusions
Performs all invoicing and related reporting by deadlines
Assists in creating and maintaining manuals which make available updated material relevant to safety procedures, hours of operation, promotions, guest service requirements, and facilitates on-going communications and trainings related to this information
Schedules Concierges staff within budgeted guidelines and coverage based on business demands
Responsible for regular training, coaching, counseling and re-training to ensure consistency of service standards and service essentials to assist in the development and performance management of supervisors and line staff for evening shifts
Adheres to and promotes the company’s health & safety policies to ensure a safe work environment and is knowledgeable about all safety & emergency procedures and emergency action plan
Assists in managing the Front Office budget and ensuring that expenses incurred are within budget and in line with the FRHI established guidelines
Coordinates weekly staff meetings and on-going trainings with the Concierge team
Coordinates participation in monthly staff meetings with Front Office, complete with minutes and in accordance to FKL standards
Provides feedback and assists in documentation for 90 day and annual reviews process
Assists in the payroll process by entering time edit forms
Ensures key inventory control and purchasing
Participates in leadership meetings and training
Maintains clean and organized work environment
Adheres to all policies as outlined in the Employee Handbook
Performs in line duties as required
Must have the ability to handle a variety of tasks and Guest requests
Knowledge of a Property Management System an asset

Franchised Assistant Front Office Manager Resume Examples & Samples

Ensure efficient guest registration, check out and telephone service. Observe front desk agents and ensure that established procedures are completed in accordance with policy and procedure, i.e., proper public relations techniques are utilized, guests are handled both courteously and professionally, proper identification and credit are established and all posting, cash transactions, account settlements and deposits are handled correctly
Maximizes resort revenues through up-sell program, 95% occupancy strategies parking revenues by ensuring proper ticket accountability and cash handling procedures
Observe the front desk and Guest Services areas and ensure that all staff duties are completed in accordance with established policy and procedure, i.e., proper public relations techniques are utilized, guest requests are handled both courteously and professionally, guests are helped on a timely basis and the proper greetings are used, guests are handled correctly and efficiently, guest complaints and problems are handled in a courteous and professional manner, and ensure follow through. GSI, guest comments (via third party sites, comments card etc.) will be used to measure guest satisfaction
Direct and train staff. Assist in new-hire and on-going training. Direct and assist front desk staff and telecommunications in organizing breaks, ensuring that all work is completed efficiently and according to schedule
Participate in the hiring process of new staff members. Assist with the preparation of Staff Member Transaction Forms, performance appraisals, and any Staff Service forms as appropriate
Review current day's expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered, blocked properly and other departments are notified of room assignment. Review the daily room availability and inform staff. Check status of departures on a daily basis. Relay all pertinent information to front desk agents, telecommunications, the following shift supervisor, and the Front Desk Manager
Ensure proper staffing levels based on resort demand and all necessary reports and forms are completed daily
Oversee sales and operations of Guest Services areas ensuring service excellence, proper inventories and accurate account of sales and cleanliness standards are met and overall appearance
Be familiar with all company policies and benefits
Assist with any guest inquiry
Enforce resort safety standards
Any other duties as assigned by the General Manager
Must be able to speak, read, write and understand the primary language used in the workplace
Considerable knowledge of complex mathematical calculations and computer accounting programs. Budgetary analysis capabilities required
Extensive knowledge of the resort, its services and facilities
Must have excellent leadership capability and customer relations skills. Most tasks are performed in a team environment with the staff member acting as a team leader. There is minimal direct supervision
Must be detail oriented with outstanding organizational and communication skills
Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required
Ability to analyze, forecast data, and make judgments to ensure proper payroll and production control
Ability to supervise large staff and accomplish goals on a timely basis
Ability to effectively deal with internal and external customers some of whom will require high levels of patience, tact and diplomacy and collect accurate information to resolve conflicts
Front desk operations experience required
Three to five years management experience required
Knowledgeable of loyalty programs, brand standards and hospitality industry systems preferred

Assistant Front Office Manager Resume Examples & Samples

Assist Front Office Manager to direct and coordinate overall activities of the Front Office
Responsible for the entire operation and staffing of the Reception, Concierge & Assistant Managers
Greet guests, resolve guest complaints and recommend actions for improvement of work procedures to create excellent guest experience
Departmental staff training
Member recruitment for Accorhotels loyalty program

Assistant Front Office Manager Resume Examples & Samples

Provide support and assistance to the Front Office Manager in managing front office operations from maintaining cash control to delivery of guests service standards on a daily basis
Attend to guests’ enquiries, requests, complaints and compliments
Supervise reception staff to ensure optimum occupancy and average room rate for maximizing revenue
Monitor Front Office staff to ensure guests receive warm attention and personal recognition at all times
Ensure front line staff display high degree of professionalism, integrity and well-groomed at all times when on duty
Ensure good service delivery and quality services to our guests
Record the details of events in Duty Manager Log Book and to take necessary actions
Make improvements to the overall operations with an emphasis to increase guest satisfaction, revenues as well as reducing costs
Monitor departmental costs to ensure performance against budget
Ensure proper staff training and standard operating procedures are in place
Communicate and coordinate with other operating department to ensure smooth delivery of a suite of services to our guests
Respond efficiently to any hotel emergency or safety situation, as well as ensure the proper control and instructions of emergency procedures are adhered to

Assistant Front Office Manager Resume Examples & Samples

1- Customer relations
Develops high quality relationships with guests throughout their stay
Handles any guest complaints or contentious issues that cannot be settled directly by receptionist or the Receptionist Team Leader, providing a rapid solution
2- Professional techniques/ Production
Communicates with the other departments
Ensures that guest documentation is available and up-to-date
Supervises guest welcoming operations and room sales
Coordinates the front office team
Organizes and plays an active role in welcoming guests
Organizes guest arrivals and departures with the team
Prepares the hotel room status report (number of occupied rooms compared to the number of rooms sold)
Is responsible for the completion of official guest indemnification forms
Ensures that internal procedures are duly applied
Checks room reservations and the VIP guest list
Keeps track of the standard of services delivered, based on guest comments and quality audits
Is capable of moving people from their rooms and handling difficult situations
3- Team management and cross-departmental responsibilities
Modifies working methods to comply with the brand philosophy
Prepares action plan in conjunction with the Front Office Manager and passes it on to teams
Helps connectors manage their stress
Involves and motivates teams on a day-to-day basis
Helps integrate newcomers to the team
Trains team members
Applies and respects labor legislation
Ensures that the organization and size of the team (receptionist & welcomer) match the level of hotel activity on a daily basis
4- Commercial/ Sales
Ensures the whole team is up-to-date with the sales priorities for the day, as initiated by the Front Office Manager
Innovates to improve the welcome provided for guests and organization within the teams
Ensures application of the hotel’s pricing policy
Is familiar with the hotel’s environment and competitor hotels
Ensures guests are satisfied with their stay as they leave, informing his/her superior if necessary
5- Management and administration
Takes part in preparing the rooms pricing policy and in increasing REVPAR
Motivates and drives the team to meet the department’s quantities targets
Closes total cash operations and resolves any discrepancies in the balance
Carries out the month-end closing operations, ensuring sufficient funds for upcoming invoices
Checks the guests’ ongoing bills every day
Checks the previous day’s statistics (occupancy rates, average room rate, number of people etc.)
Ensures security of revenue and money flows
Undertakes any necessary actions in order to recover debt
Updates dashboard charts
Manages travel agent commissions and any litigation
6- Hygiene/ Personal safety/ Environment
Knows the safety regulations and ensures their application
Keeps the workplace clean and tidy
Ensures the safety of people and property the hotel
Respects and ensures respect of the hotel’s commitments to the “Environment Charter” (saving energy, recycling, sorting waste etc.)

Assistant Front Office Manager Resume Examples & Samples

To ensure and oversee that all the Front Office team shift procedures and duties are completed on time and are procedurally correct
To Supervise and assist the reception manager, guest relations, telephone operators, bellmen, drivers and executive club lounge roles and duties daily
To create a team that works together with trust and takes responsibility to meet the goals of the department / Hotel
To ensure that all the staff adhere to all policies and procedures established by the hotel management
To establish on-going On Job Training Programs within the department to meet Brand and Service Standards
Responsible for receiving and escorting all VIP’s LCAH
Handling guest complaints with confidence and finding appropriate service recovery
Responsible for ensuring all Financial and Audit Procedures are respected
Any other duties as may be assigned by the management

Assistant Front Office Manager Resume Examples & Samples

Minimum of 2 years’ leadership experience in hospitality
Managing and training the bell services, night auditor and team of receptionists
Hands on involved working style
Used to working in a busy customer care environment and handling of complaints

Assistant Front Office Manager Resume Examples & Samples

Responsible for assisting the Front Office Manager in the overall day to day Front Office Operations
Welcome VIP guests
To assist Front Office Manager to champion Le Club AccorHotels in the hotel, lead and train the team members
To manage and motivate Front Office team in line with the brand service standards in order to provide personalised high quality guest services
To ensure the team consistently offers professional, friendly, personalised and engaging service
To help the department meet its targets and maintain cost according to budget guidelines
To help increase hotel revenue through his/her sales efforts
To provide leadership support for the front desk and guest services in the daily operational duties
To investigate any guest complaints and coordinate with other departments to ensure complaints are well taken care

Assistant Front Office Manager Resume Examples & Samples

Reports directly to the Front Office Manager
To lead as an example in terms of appearance, attitude, equity and professionalism and embodying the brand mindset
Ensures that guests' stay at the hotel runs smoothly, helping to provide guest satisfaction at all times
Manages and motivates Front Office teams in line with the brand's recommended behavioral guidelines, in order to provide personalised high quality guest services
Helps the department meet its targets and maintain cost according to budget guidelines
Helps increase hotel revenue through his/her sales efforts
Any other duties and responsibilities as and when directed by the Management as deemed necessary, relevant, and related in the course of work

Franchised Assistant Front Office Manager Resume Examples & Samples

Assists and shares responsibilities with Front Office Manager in achieving guest satisfaction objectives
Responsible for timely recruitment, employment, training, management and appraisal of all front office and reservation associates
Motivates and provides a working environment in which associates are productive
Continually supervising hospitality skills of the Front desk team and provide training needs to their development in the Company
Responsible for ensuring safe work practices and conditions within the department
Maintain high level of hospitality driving Guest satisfaction with strong problem resolution skills
Continually strive for new thoughts & ideas to improve the Front Desk, updating procedures and implementing on a timely basis
Communicate all new policies and procedures to all employees and maintain continued follow-up
At all times strives to represent Marriott in the most professional, courteous and efficient manner possible
Responsible for proper tracking of working hours to achieve full coverage of reception with minimum overtime paid. All holidays taken at suitable times
Supervise the night auditors functions and improve current procedures for a better efficiency of the team
Practical experience in Front Office
Minimum 2 years experience in an assistant managerial position
German native
Fluent in English. Good command of spoken Spanish
To perform all reasonable tasks as required by Resort Operations Management and business demands

Assistant Front Office Manager Resume Examples & Samples

Plan and execute all activities for the smooth functioning of the Front Office department
Strive to achieve optimum operating results while providing guests with the highest level of service and satisfaction
Monitor the trends within the industry and initiate best practices after the approval of the management

Assistant Front Office Manager Resume Examples & Samples

Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities
Maintains confidentiality of User Log-Ons. Verifies that users are logged out when leaving the area
Train, develop, coach and counsel associates to the highest possible extent. Commits to daily training for staff regarding technical, hospitality, communication, management, and organizational skills
Communicates with front desk managers and front desk supervisors about daily audits and controls
Resolves system problems and can operate the system manually. Can lead the staff through a systems crisis
Attend staff meetings, operations meetings and forecast meetings
Must be able to perform all front office functions
Is present in the hotel lobby during high traffic times to assist front office staff, and guests and to ensure smooth operations
Supports Front Office Manager’s plans and actions in order to meet goals and mission of the company and the hotel
Communicate daily with reservation sales, becoming familiar with daily sales strategies
Maintain safety by adhering to safety policies; be responsible to report all accidents immediately. Support all safety programs. Ensure that proper safety instructions are given before operating any equipment
Be knowledgeable about all emergency plans and know how to act upon them
Have good knowledge about the area and the environment
Maintain a clean, safe and environmentally responsible work environment
Must be able to interact with co-workers and have a sense of TEAM

Assistant Front Office Manager Resume Examples & Samples

Excellent people and communication skills
A background in an organisational or a leadership role
Superb knowledge of customer care
An understanding of Opera or similar hotel system would be an advantage
Experience in Hotel front office would also be beneficial

Assistant Front Office Manager Resume Examples & Samples

Degree in Hotel Management or a relevant course
Minimum 5 years experience in Front Office Management
Must be passionate about guest services
Strong interpersonal and problem solving skills
An operational knowledge and proficiency in Front Office systems

Junior Assistant Front Office Manager Resume Examples & Samples

Previous strong Front Office Supervisory experience
Excellent Personal Presentation
A sound understanding of what is ‘happening’ in London including where to eat, where to drink and where to dance the night away

Tuolumne Meadows Assistant Front Office Manager Resume Examples & Samples

Manage the day-to-day operations at Tuolumne Meadows Front Office while maintaining a forward looking perspective Integration of front desk, kitchen and dining room departments into a successful efficient operation
Ensure that staff is delivering excellent customer service
Provide on-going customer service coaching and training to staff
Successfully respond to, resolve and record guest issues
Support all staff, as requested
Communicate with all Tuolumne Meadows departments to facilitate the highest level of guest service
Assist Operations Manager in ensuring that staff adheres to policies and procedures
Assist Operations Manager with any projects or programs relating directly to customer service
Assist Operations Manager with walks and moves, as required
Ability to work a varied schedule
Two year degree in business related field or equivalent experience preferred
Must be fluent in English
Previous hospitality experience preferred
Previous Front Desk management experience required
This position requires weekend, evenings, on call during the late night evenings in the event of emergencies, employee must be willing and able to work any shift as necessary as dictated by the needs of the Lodge and be visible at all times to ensure adequate coverage at all times
High School Diploma or equivalent is required
Proficient in Microsoft business applications
Previous experience with Springer-Miller Property Management System or like system desired
Valid driver's license and ability to operate motor vehicles is preferred

Assistant Front Office Manager Resume Examples & Samples

Minimum 2 years Front Office experience in a full-service boutique or luxury hotel environment with in-depth interaction with guests required
Minimum 1 year prior management or supervisory experience required
Prior experience using Microsoft Office required. Experience with web-based Outlook 365 helpful. Experience with web-based communication programs helpful
Must display ability to work with general computer operations, including reservations software (OPERA)
Conversational abilities in other languages helpful

Assistant Front Office Manager Resume Examples & Samples

Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk. Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction
Monitor proper operation of the P.B.X. console and ensure that employees maintain Wyndham S.O.P.'s in its use
Greet and welcome all guests approaching the Front Desk in accordance with Wyndham S.O.P.'s
Assist Guest Service Agents with check-ins and checkouts; confirm that all SOP’s are being followed properly
Authorize and sign adjustments and paid outs over the limit
Oversee discrepancy report and monitor follow-through
Post updated information on 72-hour sheet and review with Guest Service Agents
Oversee Bell staff in the absence of a Supervisor
Confirm that Guest Service Agents, Operators and Bellstaff complete all duties
Ensure participation within department for monthly Wyndham Enrichment Committee
Ensure team understands and remains focused on their role in contributing to the Guest Service and audit scores
Assist with sign off of all Service Standards by Position for Guest Services staff
Review Front Office lo book and Guest Request log on a daily basis
Oversee Supervisors complaint and request log
Log all absenteeism and employee lateness
Monitor energy management, PBX, Pay-TV consoles to ensure proper functioning of equipment
Block rooms for special groups

Wp-assistant Front Office Manager Resume Examples & Samples

Interview, train, lead, coach, and correct a team of Core, Regular, Seasonal and Part Time Front Desk Staff in conjunction with the Front Office Manager and Lodging Operations Manager to ensure the employees have to the skills, tools, and knowledge required to perform their job at the highest level while remaining engaged
Responsible for overseeing the Front Desk operation during day-time hours which is the go-to location for lodging guests or owners requiring assistance. Includes providing exemplary guest service skills during owner/guest check-in/check-out; answering all incoming PBX calls; managing lock-outs; making new/altering reservations as required; responding to owner/guest service requests as needed. Strives to know all the answers or knows where to find them
Acts as a coordinator and communications liaison with owners, guests, resort security, resort senior management, and emergency services depending on the situation. Follows all emergency procedures and initiates communication via calling tree as necessary
Responsible for following all established Front Desk procedures while continuously seeking new ways to improve the current process. Creates and maintains detailed, high quality and accurate Standard Operating Procedures (S.O.P.s) for all Front Desk lodging operations
Contacts and works with IT and SMS-Host support to rectify any issues preventing the Front Desk from operating correctly
Uses the HotSOS work order system to log all owner/guest requests received and completed or to dispatch appropriate team members
Performs HotSOS (lodging work order/dispatch system) audit to ensure all priority guest/owner requests have been responded to. Performs gap analysis and issues alerts to pertinent departments if necessary
Ensures all “whoses” from the day (creating new guest tiles and inputting appropriate data) are completed when new guest information is captured
Develops a detailed knowledge of reservations policies, room locations, types & configurations, and cancellation policies
Ensures proper and timely communication with housekeeping regarding owner/guest special requests, early check-ins, late check-outs, and room moves
Ensures proper assembly of pre-registration packages (and any other special arrival packages)
Manages the organization of transportation: scheduling, Amtrak requests, maintain gas logs and vehicle maintenance, and acts as a liaison between guests and drivers
Works with the Front Office Manager to hold the front desk staff accountable for reconciling petty cash/change box daily
Stays current and updates FD staff with lodging, general resort and local area information to be able to provide accurate information and/or assistance in response to owner and guest requests
Ensures that all incoming and outgoing phone calls (internal & external) are answered/made in a courteous, professional, and expeditious manner
Performs detailed QA on day arrivals and all next-day arrivals to identify and mitigate any potential guest or homeowner service issues and rectify any problems with outstanding balances, soft blocked rooms, out-of-order rooms and/or oversell situations etc. Performs a daily “bucket check” to ensure filing of all registration cards accurately matches any updates (e.g. room moves) being reported via the property management system
Communicate with housekeeping regarding special requests, early check-ins, and room moves
Is responsible for the FD staff following the established uniform and appearance policies and taking corrective action if necessary
Works closely with the Front Office Manager and Night Audit, to assure continuity of service, procedures and employee experience regardless of season, day of week or time of shift. Performs a formal hand-off from assigned shift to the next shifts Lead, to ensure the next shift has awareness and is fully updated on any issues occurring prior, as well as any specific follow-up actions which need to be taken
Establish and maintain a positive and mutually beneficial relationship with homeowners
Deliver outstanding service to our homeowners, strategic partners, and co-workers
This job description is an overview of the scope of responsibilities and is not intended to be an inclusive list of job tasks and expectations. With the evolution of this resort and position, the responsibilities of this position may change
Minimum of 2 years working in the hotel, lodging, resort or hospitality industries (in a guest service, front desk or accounting function) or call center environment
Valid Colorado Driver’s License and clean motor vehicle record required
Strong demonstrable interpersonal and communication skills (written and verbal); able and comfortable to present to large groups
Must possess exemplary organizational skills
Experience acting as the initial lead for owner/guest safety (including clearly communicating accurate information, directing guests/owners to assembly points should evacuation be necessary and following formal procedures) during emergency situations preferred. ICS certification desirable
Strong demonstrable Supervisory skills
Strong demonstrable communication skills (written and verbal); able and comfortable to present to large groups
Is honest and demonstrates integrity
Absolutely reliability
Personal accountability
Follows established resort policies and procedures
Is able to manage confidential information
Ability to remain calm under pressure and make good decisions
Capable of dealing with service-challenge guests
Reports to work exhibiting a professional appearance within defined guidelines
Is supportive of resort mission and core values
Sets a positive attitude for others to follow
Is comfortable challenging established policies and procedures, but once decisions are made, is supportive of decisions
Has an eye for detail
Is organized and capable of performing multiple tasks
Is trustworthy and self-directed in work tasks
Sees projects through to completion including follow-ups on any identified issues or long-term concerns
Is able to handle a fast-paced working environment
Is flexible with days and hours of work, (including early mornings, late nights, holidays and weekends) based on resort needs
Prioritizes, and re-prioritizes personal time versus work needs to ensure a good balance in life, and quality of work
Every guest encountered will be acknowledged, thanked and invited back
At the end of the day, you will know you had a positive impact on our guests
Employee will strive to exceed guest’s expectations
Fulfills all owner and guest requests in a timely and professional manner
Has strong knowledge of the resort/department, products, services, has experienced many of those products and services
Listens carefully to owner and guest needs and expectations
Anticipates & quickly responds to all owner & guest needs and potential concerns
Communicates will all vendors in a professional manner at all times

Franchised Assistant Front Office Manager Resume Examples & Samples

Supervise Front Desk staff: hiring, performance evaluations, training, and development. Schedule staff according to labor standards and forecasted occupancy
Maintain standards of guest service quality. Contribute to the profitability and guest satisfaction perception of other hotel departments
Increase level of guest satisfaction by delivery of an improved product through employee development, job engineering and quality image
Understand, maintain and follow all guidelines and requirements to comply with the brand standard audit
Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions. Keep records of room availability and guests accounts. May make, confirm and cancel reservations for guests
Understand and enforce the hotel company credit policies. Account for all cash and makes deposits in accordance with hotel and company policies
Manage the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees
Ensure staff uses guest interaction skills. Reward employees who meet/exceed guest expectations
Receive departmental related guest complaints and ensures corrective action is taken
Take responsibility for assigned employees in the absence of the Department Manager, assign work, and ensure proper performance of assigned employees
Participate in the preparation of the annual departmental budget
Interview, select and train associates
Direct the work of associates
Appraise associates productivity & efficiency to recommend promotions or other changes in status
Handle associate complaints
Discipline associates
Plan the work
Apportion the work among associates
Determine materials, supplies, machinery, equipment or tools to be used or merchandise to be bought, stocked & sold
Control the flow and distribution of materials or merchandise and supplies
Provide for the safety and security of the employees or the property
Authority to makes suggestions and recommendations as to the hiring, termination of employment , advancement, promotion or any other change of status of other associates
Present a clean, pleasant and professional image to project a positive, polished appearance to staff, potential guests and clients
Must have a minimum one (1) year guest services, general office, accounts receivable and/or customer service experience; OR an equivalent combination
Must have previous hotel experience in leading and managing people
Ability to read and comprehend instructions, both written and oral. Ability to effectively present information in one on one or small group situations to customers, clients, owners and other
Associates of the organization
Atrium Hospitality is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not discriminate against on the basis of disability

Assistant Front Office Manager Resume Examples & Samples

Responsible for the smooth, efficient and professional operation of all front office, guest relations and PBX areas
Schedule of front office and pbx teams
Ensures that all procedures and policies are in place and followed
Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities; and coaches and counsels associates whenever appropriate
Train and develop associates to the highest possible extent
Leads by example: Provides a high-quality service and aggressive hospitality towards all customers
Uses TQM tools and empowerment to make decisions leading towards total customer satisfaction
Resolves system problems and can operate the system manually
Initiates monthly meetings in the department. Attend staff meetings and rooms meetings
Is in the guest area during high traffic times to assist the front office associates and to ensure smooth operations
Has plans and actions in place to meet goals and mission of the company and the hotel
Be well groomed and conform with the hotel's dress code
Be highly visible during extraordinary events
Be familiar with sales strategies; communicate daily with reservation sales
Develop a thorough knowledge about all brands in Marriott's portfolio
Report any unusual occurrences immediately to the EAM Rooms or Ass EAM Rooms
At all times strive to represent RC in the most professional and courteous manner
Cash handling: Handle all duties according to hotel policies, procedures, internal rules and standards. Conform to cash handling procedures at all times
All functions required for the proper performance of the Job Position

Assistant Front Office Manager Resume Examples & Samples

2 years college education preferred
2 years experience in a guest services role at a Hotel or Resort
At least one year Supervisory Experience in a hotel or resort
Consistently exceed guest expectations related to service and delivery
Computer and telephone skills necessary
Lead and inspire all employees to work to their highest capabilities in order to achieve the highest possible standards
Uphold philosophy and values of owner and Benchmark Hospitality
Train and develop the Guest Services Staff to exceed expectations and provide flawless, consistent service
Encourage good guest relations. Be available at peak business times and for special guests. Work very closely with VIP's. Meet, greet, and see to the comfort of all guests
Possess knowledge of budgetary process, billing and purchasing
Establish liaisons with and provide special attention to key clients
Maintain good rapport with every department, and ensure all communications between departments are seamless
Understand owner and management company objectives
Handle all discipline actions for department including coaching and counseling when necessary
Implement and support programs to enhance product and service at a four-diamond level with a five star attitude
Direct programs for training and development of the management employee staff so that all areas of the operation are supervised properly and are geared to perform to the best advantage
Institute a program of regular inspections to see that standards are maintained for all parking, bell stand, and guest service operations
Maintain an atmosphere within the property that encourages an exchange of information and builds rapport between all employees
Assist in employee development and succession planning for all guest service staff
Maintain safety and security standards and ensure all guest services staff are properly trained to handle emergency situations
Develops and implements procedures to improve operations
Responds to calls and questions from owners, guests, employees and departments
Provides customer service to guests, owners, employees and departments
Responsible for managing Hotel operations in the absence of Hotel Manager

Assistant Front Office Manager Resume Examples & Samples

Must be able to communicate effectively
Able to work well with guests to resolve problems in a positive manner
Knowledge of computers

Assistant Front Office Manager Resume Examples & Samples

Previous experience in similar role at supervisory level within hospitality industry
Strong communication skills (verbal, listening and writing)
Effectively use computers and software packages
The ability to interact confidently with all levels of business and guests
Prepare yourself for the daily shifts by ensuring that all information is passed on between the departing manager and you. Determine the selling procedures of the hotel for that day. Greet your shift and inform them of any facts pertaining to that day’s work, including the Basic of the Day and the Spirit to serve
Ensure best possible two-way communication with Associates and Manager: striving to keep Associates moral high. Motivate and provide a working environment in which associates are productive
Communicate all new policies and procedures to all associates and maintain continued follow up
Perform all duties of the Guest Relations Manager, Senior Receptionist, Receptionist/Cashier, Guest Service Centre Associate, Night Auditor and Business Centre Associate
Due to the nature of our business, understand that work schedules and demands of the position may vary from time to time and work flexible hours, including night shifts, as indicated by your rota
Perform any reasonable request as directed by Management
Handle any guest problems or complaints in a professional and hospitable manner. Ensure they are resolved and followed through using the LEARN and service excellence process. Encourage associates to empower themselves. Ensure Associates empower themselves. Ensure complaints, all are tracked using the guest response programme
Understand the Hotel’s fire and safety procedures. To undergo training in all fire and security measures every quarter. To ensure you can be contacted at all times in case of an emergency. Ensure fire procedures are understood and training attended by all front desk staff
Know how to action crash procedures
Actively participate in special guests’ programmes such as: Club Elite, repeat guest history (J4), guest satisfaction surveys and guest response. Liase with Front Office Manager to ensure the VIP room and gifts are prepared prior to arrival of the guest. Present Club Marquis, Hospitality, Guest Response and Service Excellence Training
Ensure that all Receptionists/Cashiers and Guest Service Centre Associates are properly trained in all areas of the front office and have complete knowledge of all front office SOP’s
Be responsive to employee’s needs and problems: be firm, fair and consistent in dealing with problems. Communicate these with Front Office Mgr. at all times
Ensure all department par levels are maintained, order store items when necessary i.e., printed material, office supplies etc
Maintain and improve communication with Front Office Manager, ensure that hand -over book is up to date and shift hand-over is fully completed
Report any unusual occurrences to the FOM
Conduct RAP sessions every six months. Ensure fair appraisals are completed on time
To train and develop associates and to assist associates who are undertaking the CNHT training and MDP programmes
Ensure all front office associates know what our goals for the year are and how to meet and exceed our business objectives set out in the hotel business plan and department game plan
Liase with the GSC, BC and the night auditors on all aspects of their jobs ensuring that all associates adhere to the high standard of service and hospitality
To instill in all employees the need to convey a feeling of personalised service to all guests at all times
To complete your game plan responsibilities. To assist in achieving department goals i.e. AOS, GSS scores, Marriott Reward Scouting and Upselling
Have a thorough knowledge of the PMS, RS6000, Harris 2020, TMS, Ving Card, Guest Link,
Voice Mail and have a good knowledge of the fire panel and fire procedures
To fully understand all front office SOP’s and LSOP’s
Ensure all front desk floats and stamp floats are counted daily
Cover MOD/Front Desk shifts as scheduled
Ensure hotels credit policies and procedures are adhered to (Desk Managers Float counted twice daily)
Take an active role in the interviewing and CNHT process
Ensure banking is undertaken in accordance with established procedures
When appropriate to conduct Associates’ Disciplinary
Cashing up the cashiers at the end of every shift and to ensure all charges, credit cards and cash is balancing
To be fully aware of the companies cash handling policy and ensure it is trained to all staff and followed while on duty

Assistant Front Office Manager Resume Examples & Samples

Demonstrated ability to effectively interact with people of diverse abilities and backgrounds
2 years or more of progressive hotel experience, preferably rooms management experience
Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service

Franchised Assistant Front Office Manager Resume Examples & Samples

Responsible for the effective daily operation of the front office. Including; training and development, performance management and scheduling
Accountable for maximizing revenue and inventory management. Including constant communication with sales and reservations, development of staff incentives, etc
Initiates actions to improve the department Guest Service Scores
Develops a strong team spirit amongst co-workers and line employees. Including; empowerment, team building, performance development, coaching/counseling and coordinating monthly staff meetings
Maintains and enhances the hotel image amongst staff and other departments. Fosters an atmosphere of inter and intra departmental relations, focusing on team work and co-operation
Administers new hire and on-going training/development to line staff. This includes development of training plans and conducting performance evaluations
Provides fair development opportunities through; skills training, job shadowing cross-training, etc. Prepares departmental succession plans, identifying training needs
Supports and initiates superior employee relations through development of action plans, one-on-one coaching/counseling sessions and continuous recognition of employee performance
Oversees group arrivals, including; pre-assigning rooms, pre-keying, ensuring availability of special requests and reviewing resumes
Acts as the hotel management representative when dealing with guest complaints and concerns, VIP and dignitary functions and crisis management events
Applicants with previous full service Marriott/PMS/Marsha experience will be prioritized
Two or more years of a leadership experience in a full service hotel

Assistant Front Office Manager Resume Examples & Samples

Works closely with Sales and Reservations in order to fulfill all special requests for groups, VIP’s, etc
Assist daily in the guest reception
Communicates effectively and genuinely with guests, team members and other departments
Maintains a professional image at all times that falls within the hotel and company guidelines for appearance and dress
Provides all Front Desk Assistant job duties like registering guests into the hotel in a prompt and courteous manner, using up-selling techniques to maximize room rates; preparing for group check-ins and check-outs, and VIP arrivals
Maintains and updates all guest profiles
Reviews all daily and future reservations in order to accommodate special requests, makes amenity cards, works closely with IRD and PH to communicate all F&B requests
Works with all new hires for FD training
Interviews, hire and train guest services agents
Is able to work with and understand basic financial data and information
Promotes hotel services, facilities and outlets, provides the guest with information such as local attractions and directions, using the James Report to increase guest satisfaction

Assistant Front Office Manager Resume Examples & Samples

Ensures that all Front Desk personnel welcoming guests as soon as they arrive with great care and attention
Encourages customer loyalty by building friendly, personalised relationships
Handles any guest complaints and/or remarks; provides a response as soon as possible
Has an impeccable attitude which conveys the image of the brand and hotel

Assistant Front Office Manager Resume Examples & Samples

Assist the Front Office Manager and Royal Service team in all aspects of each respective department and ensure service standards are followed
Provide managerial support for the Front Desk and Tours team in the daily operational duties; overseeing group and tour business
Communicate effectively through pre-shift logs, emails and departmental meetings; pass along all pertinent information for the respective shift and areas of operation
Assist to develop and build a strong self-directed Front office team which includes Front Office, Royal Service and Tour colleagues; ensuring positive recognition for colleagues
Establish initial departmental training as well as ongoing training on new systems, programs and processes
Responsible for performance management including one on one coach & counsel sessions, maintaining performance logs and conducting performance reviews
Assist guests regarding hotel facilities in an informative and helpful way; handling Guest concerns and react quickly, logging and notifying proper areas while ensuring special requests are met
Work closely with Front Office, Guest Services, Housekeeping, Engineering and other departmental managers to develop ways to improve current practices to ensure excellent delivery of guest service while ensuring clear communication
Support Company and Hotel policies and procedures including the promotion and participation in Colleague Engagement Survey (CES), Fairmont Standards, Health and Safety, and Voice of the Guest (VOG) initiatives
Ensure service standards are met with respects to guest satisfaction in Voice of the Guest by ensuring that all guest issues/complaints receive prompt action and follow up
Manage the departmental budget including but not limited to scheduling as per labour standards and assisting to manage the Royal Service payroll
Act as an active member of the Service Excellence Committee as well as a Task Force Group Champion
Ensure the completion and upkeep of the hotel’s telephone system directory
Ensure all necessary crisis and emergency procedures are in place to meet hotel standards and that all colleagues are fully trained to handle emergency procedures
Previous leadership experience in a similar capacity required
Excellent knowledge of Front Office procedures required
General knowledge of key departments, including Housekeeping and Maintenance an asset

Assistant Front Office Manager Resume Examples & Samples

Ensure that guest service standards are being applied consistently and all hotel and departmental policies and procedures are followed. Have up to date checklists in place. Provide exceptional guest services
Closely monitor Medallia survey, gather information, reply to the guests
Run reports and notice trends in Medallia and Trip Advisor reviews. Create detailed report for Director to review bi-monthly. Work with internal team on the scores and update boards with the monthly results
Will be the Manager on Duty during scheduled shifts and will be required to carry out the duties and responsibilities of this role. Shifts will vary based on business needs
Own performance management of direct reports in bell, FD, and concierge. Hire, train, coach, develop and retain quality front desk, resort services, concierge and bell/valet staff
Conduct interviews and reference checks as well as organizing and administering on-the-job training for new employees. Take ownership of disciplinary action of any issues within the department
Working hands on with the front office staff to ensure they are well organized with updating resume book, VIP arrival packets prepared
Handle billing and deposit issues for groups and transient guests, working with group leaders on any issues. Lead standup meetings to ensure each department is ready for daily arrivals and departures, VIP’s and group happenings. Lead daily line up of FD, concierge, and bell staff
Attend ROCS, Monitor detailed arrivals and F11 notes closely. Keep an eye on online channels and rates. Work closely with reservations when we drop or fill to ensure they close down or open up that room type
Work with sales and reservations to maximize revenue and solve oversell issues, and ensure best rates are in best rooms and repeat guests have highest level of personalized service
Conduct Inventory of the supplies. Maintain all supplies, maintain all equipment in good working order, provide a safe environment for employees and guests, ensure clean and organized front desk and public areas, strict adherence key control, enforce proper policies and procedures to maximize walk-in revenue
Assist with the training, promotion, implementation and processing of the room upgrade program and various FD incentive programs. Responsible to continue to drive revenue through the FO.5
Able to check in/check out guests following the brand standards, review the current day's and future expected arrivals and check all VIP and special request reservations to ensure that they are pre-registered. Manage inventory and assist in resolving various billing issues on guest folios. Conduct periodic brand standard audits and come up with initiatives to drive NPS scores
Develop and maintain strong working relationships with all departments and external stakeholders. Attend leadership meeting, plan department monthly meetings, safety trainings, and participate in VR best practice groups
Work with the Front Office Management team to develop successful programs, procedures and policies; attend and participate in meetings and work towards the success of the hotel
Work closely with Accounting team. Do Coupa ordering, and management of coupa accrual report to ensure accuracy, pay bills, record all the transactions in checkbook, Elways reconciliation Attend P&L meeting to provide explanation on all lines that are not in line with forecast, and prepare all manual accruals for month end
Issue banks to employees, do bi-weekly counts, timely returns. Do cash reconciliation of all the transactions
Engage team in Trip Advisor contest, track and monitor postings, reward the team and report out
Do daily HotSoS tracking, manage reports, track issue and do follow-ups. Report out during 10 am meetings
Overlook night audit team, ensure accurate overnight reporting
In charge of tracking forfeiture and cancellation revenue and necessary follow-ups
Reconciliation of all guest’s departed with a non-zero balance. Needing to make adjustments as necessary, reach out to appropriate departments for posting and reach out to guests or wholesales on behalf of guests for declined or cancelled CC information
Creates training manuals for all FD and Concierge new hires. Ensures new hire checklists are completed within 30 days and new employees are fully and efficiently trained
Continues on-going projects. I.e. room attributes, updating information and current photos of condo and hotel room renovations, keeping Rooms drive clean and up to date, consistently altering front office SOPs as necessary
Blocking and packing of reservations. Ensuring all guet notes and requests are met to the best of the hotel’s ability. Reaching out to guests when necessary regarding reservation changes
Assists in setting up VIP arrivals and amenities, ensuring Front Office team is aware and ready
Consistently working with ENG, HSK and prop. Mgmt. teams to stay on track with out of order rooms and ensure project timeliness and completion
Handling guest issues that are too difficult or complex for FD agents. Generally time consuming conversations with unhappy guests to find a solution that recovers the guest, and has lowest financial impact on our operation. Owning the issue from start to finish with resolution and follow up
Works with events team to set rooms and times for site tours for potential clients and groups
Assist in scheduling front office and concierge staff. Evaluate time off requests and schedule accordingly
Week day 10am meetings with all hotel departments to overview daily events, VIP arrivals and overall daily forecasting
Attend off site leadership training courses. Mandatory 8 Modules
At least two years experience in a hotel front office or guest service role. -required
1 year supervisory experience. -preferred
Must have a valid driver's license. -required
Must be able to lift up to 50lbs. -required
Must be able to stand for extended periods of time. -required

Assistant Front Office Manager Resume Examples & Samples

Degree in Business Administration school or Hotel Management School
Minimum one years’ experience in the position of Assistant Front Office Manager
Computer literate: Opera, PowerPoint, Word, Outlook
Languages: fluent in Vietnamese and English language (both spoken and written)
Ensures that the organization and size of the team (receptionist & welcomers) match the level of hotel activity on a daily basis

Assistant Front Office Manager Resume Examples & Samples

Indonesian citizen
At least 2 years of of related training experience, or an equivalent combination of education and experience
Strong inter-personal skills with excellent ability to manage employee productivity
Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel, the brand and the Company
Problem solving, reasoning, motivating, organizational and training abilities are used often

Assistant Front Office Manager Resume Examples & Samples

Lead and manage all aspects of the front office department and ensure all service standards are followed
Handle guest concerns and react quickly, logging and notifying proper areas
Handle rooms inventory control
Assist with adhering to the departmental budget
Assist with interviewing candidates, training, and performance management of colleagues
Previous leadership experience in a similar role required
Excellent communication and organizational skills required

100

Assistant Front Office Manager Resume Examples & Samples

Ensure efficient reservations, guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied
Actively promote company's core values and service standards by setting a positive example
Interview, hire, train, develop, resolve problems, provide open communication and recommend discipline and/or termination when appropriate of staff members
Coordinate activities with other hotel departments to facilitate increased levels of communication and guest satisfaction
Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations
Complete and issue employee evaluations upon approval of the Director for Front Office
Own and resolving guest complaints and issues as they arise
Constantly supervise the Front and Back Office to ensure efficiency of operations
Ensure shift checklists and reports are completed prior to the end of the shift and information is passed-down effectively
Maintain and execute staff engagement programs with assigned teams; monitor team performance and contribute to overall department goals
Mentor, coach, and guide employees on working successfully in a team atmosphere
2 years: Front Office or Hotel management experience in a similar setting

101

Assistant Front Office Manager Resume Examples & Samples

College degree - required
Valid US Drivers License - required
Able to read, write and speak English fluently - required
At least 2 years Hospitality experience required, preferably in property management - strongly preferred
Prior Supervisory experience preferred - preferred
Able to work weekends, holidays and evenings as needed - required
Able to lift 50lbs, climb stairs, sit and stand for extended periods of time - required
Proficiency in using LMS, PeopleSoft - preferred
Intermediate or advanced proficiency in Microsoft Applications
Strong Interpersonal and verbal communication skills
Strong guest service and problem solving skills
Able to make decisions and work independently

102

Assistant Front Office Manager Resume Examples & Samples

Team Member of the Hilton Go program with discounted staff rates all over the world and discounts on F&B items
Access to Hilton University training, offering more than 3000 learning programs
Worldwide career development opportunities

103

Franchised Assistant Front Office Manager Resume Examples & Samples

Hospitality degree preferred, or equivalent work experience
Proficient with PMS system
Advanced knowledge of brand's reward program
Advanced knowledge of hospitality standards and guest service
Communicate well with guests
Must possess thorough knowledge of all concierge, bellstand, valet and driver operations and individual job requirements
Able to resolve guest, supervisor and associate conflicts
Able to manage effectively multiple tasks at all times and have excellent organizational skills
Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts -- taking on the responsibility of being a role model and mentor for this skill set
Intimate knowledge of local area attractions and transportation
Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited to the following statues and their comparable state and local laws
Responsible for the financial management of the Guest Services Operations
Able to make sound business decisions and take action quickly based on previous experience and good judgment, sometimes revising approach to accommodate unusual situations

104

Assistant Front Office Manager Resume Examples & Samples

Oversee the Front Office operation to maintain high standards
Serve as a point of contact for regular and VIP Guests
Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
Understand and demonstrate correct procedures regarding the acceptance of credit cards and cash in accordance with the hotel credit policy
Compile adequate handover to Night Auditor
Manage all aspects of the Evening Reception dept
Previous experience with Front Office Management Systems

105

Assistant Front Office Manager Resume Examples & Samples

Ideally with a university degree or diploma in Hospitality or Tourism management. Minimum 2 years work experience as Assistant Front Office Manager or Front Office Manager
Preferably Middle East Experience in Residences or similar operation
Should be well versed with Opera, Reserve, HotSos & Outlook
Team player, pro-active and reliable
Should posses strong Problem Solving and Complain Handling skills

106

Assistant Front Office Manager Resume Examples & Samples

Prioritize, organize and follow up
Be a clear thinker, remaining calm in resolving problems using good judgment
Understand guests’ needs
Maintain regular and punctual attendance
Adhere to Sonesta grooming standards
Uphold and exemplify Sonesta Service Excellence®
Work cohesively with co-workers as part of a team
Maintain confidentiality of guest and associates information and pertinent hotel data
Ascertain departmental training needs and provide such training
Direct development and performance of staff; follow up with corrections when needed
Work well under pressure of organizing and attaining production schedules and timelines
Give credit and highlight others’ success
Prepare and administer timely Performance Evaluations according to hotel standards
Ability to comprehend P & L, budget reports, and write commentary
Maintain complete knowledge of and comply with all departmental, divisional, and hotel policies, procedures, and standards
Anticipate guests’ needs and respond promptly to guests’ requests
Resolve guest complaints ensuring guest satisfaction
Be familiar with all Hotel services/features and local attractions/activities to respond to guest inquiries accurately
Review the daily activities, such as
Educational Assistance
Short Term Disability
Employee Referral Program

107

Assistant Front Office Manager Resume Examples & Samples

Ensure the Front Office Manager is fully aware of any relevant feedback from Guests and/or other departments
Ensure a consistent, high level of customer service
Experience supervising people and leading teams

108

Assistant Front Office Manager Resume Examples & Samples

College degree preferred, preferably in the hospitality industry
Hospitality experience required, preferably in a hotel with conference space
Supervisory/Manager experience in hospitality industry required
General computer proficiency
Pleasant phone demeanor
Advanced knowledge of Front Office computer systems, including the ability to solve system related problems
Texas Driver’s License with good driving record required
To serve as Benchmark Manager on Duty during his/her scheduled shift and is responsible for the overall implementation of the Manager on Duty program in conjunction with the Director of Rooms
Responsible for ensuring that the Front Office is in compliance with all systems, control policies and procedures
Monitors and controls all cash handling and other accounting processes and procedures
Assist the Front Office Manager in the development and monitoring of the Front Office budget
Develop and maintain open lines of communication within the department and with other departments within the property
Resolve guest problems expediently and in a professional manner
Ensure exceptional guest service is delivered at the Front Desk, Front Services, and Communication Center
Assist the Front Office Manager in conducting any monthly Front Office meetings
Schedule staff to reflect daily occupancy and make sure schedule is concurrent with the arrival and departure pattern
Direct the efforts of the Front Office Supervisors/Captains and Front Office Agents
Attend required meetings as a representative of the Front Office
Attend property committee meetings, i.e. safety
Ensure all group rooming lists are accurate and to coordinate any special group requests
Delegate work among the staff in an equitable manner
Ensure that all guests’ valet and laundry needs are being met by the Front Office Agents
Responsible for the timely delivery of guest messages, mail and deliveries
Responsible for the maintenance and cleanliness of the Front Office vehicles
Actively participate in cleanliness of the lobby, hallways, and porte cochere
Communicate in a professional manner in all pass on and shift reports
To be a member of the Emergency Response Team (ERT)
To assist other departments as required
Will perform additional duties as requested

109

Assistant Front Office Manager Resume Examples & Samples

Handle all training with associates to ensure Omni Standards
Communicate with all department managers on continuing basis. Especially the communication with Night Audit each evening/morning
Be very familiar with the hotel computer system for training maintenance and trouble shooting
Complete weekly supply inventories to ensure adequate pars of such
Block/assign applicable arrivals for the following day; i.e. V.I.P.'s, ESP's, Special Requests, etc
Prepare group information sheets
Complete credit check daily
Adhere to all Systems & Controls of the Front Office and appropriate areas of responsibilities
Assure knowledge and training of Marketing Programs of company and hotel
Work closely with the Loyalty Ambassador to ensure all select guests are being tracked and serviced
Customer service oriented, ability to multi-task, detail orientation, and excellent organizational skills needed
Four year college degree, preferably in the hospitality industry

110

Assistant Front Office Manager Resume Examples & Samples

Communication skills are utilized a significant amount of time to interact with others; customers, employees and third parties
Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions and training
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently
Problem solving, reasoning, motivating, organizational and training abilities are sued often. May be required to work nights, weekends, and/or holidays

111

Assistant Front Office Manager Resume Examples & Samples

Bachelor’s degree or equivalent diploma in Hotel Administration or Business Administration
At least 2 years in a position of direct responsibility as Guest Services Manager or within a hotel/resort
Demonstrates highly developed Rooms Management and Leadership skill set
Capable of developing, articulating and implementing
Possesses strong problem- solving, reasoning, and analytical abilities
Has excellent written and verbal English skills
Strong computer skills Has high degree of intelligence and charisma and relates well to others
Takes initiative and works through obstacles, taking personal responsibility for results
Open-minded and excited by cultural and professional diversity
Demonstrates the values of our Guiding Principles: Teamwork, Respect, Innovation, People Focus, Integrity and Continuous Growth

112

Assistant Front Office Manager Resume Examples & Samples

1 Year Front Office experience in a management or supervisory role
Knowledge of computers and systems
Successful problem solving skills
Able to communicate written and spoken English
Excellent overall communication skills
The ability to work well in a team environment
Able to stand for extended periods of time
Bachelor Degree in Hospitality Management or similar field
Previous experience in Luxury hotels

113

Franchised Assistant Front Office Manager Resume Examples & Samples

Ability to effectively deal with guests, some of who will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts
Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error
Ability to listen effectively and to speak English clearly to communicate with customers and employees and prepare written complex reports of room availability and revenues generated
Hearing and visual ability to observe and detect signs of emergency situations and to access and accurately input information using a moderately complex computer system
Ability to lift and transport metal deposit boxes weighing up to 15lbs
Ability to analyze information and make effective judgments

114

Assistant Front Office Manager Resume Examples & Samples

Minimum of one (1) year Front Office supervisory experience in a Hotel or related industry, preferably in a unionized environment
Post-secondary degree in Tourism
Energetic and outgoing, with a positive attitude, driven to provide outstanding guest service
Familiarity with Canadian and Provincial hotel laws
Service Ambassador, with a strong ability to communicate effectively with all levels of guests, colleagues, and management
Excellent organizational, communication, computer, analytical, and problem solving skills

115

Admin Assistant / Front Office Manager Resume Examples & Samples

Meet physical and sensory requirements stated below, and be able to work in the described environment
Identify and participate in process improvement initiatives that improve the customer experience, enhance work flow, and/or improve the work environment
Operate telephone switchboard to answer, screen and forward calls, providing information and taking messages
Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations
Hear and resolve complaints from customers and public
Transmit information or documents to customers, using computer, mail, or facsimile machine
Provide information about establishment, such as location of departments or offices, employees within the organization, or services provided
Responsible for updating, maintaining and dispersing company directories
Provide administrative support on special projects, as assigned
Provide support for training/events, as needed

116

Assistant Front Office Manager Resume Examples & Samples

Assist the Front Office Manager in developing and directing all front office staff through ongoing training programs and daily reiteration of procedures
Coordinate and monitor all guest requests and amenities with corresponding departments
Ensure payroll and purchasing budget is maintained as agreed to in the annual budget review
Achieve maximum revenue each month by maintaining the highest possible average rate and occupancy each month
All other duties as required
Experience: Minimum three years hotel experience with one year management experience. Luxury or ultra-luxury experience is preferred
Education: Bachelor's degree in hospitality, hotel management, business or a relevant field of work, or an equivalent combination of education and/or work-related experience
Technical Skills: Basic reservations management knowledge, i.e. forecasting, groups and convention bookings. Basic knowledge of budget figures and maintenance of those figures. Understanding of guest relations and ability to create a team atmosphere. Ability to communicate effectively with guests and staff

117

Assistant Front Office Manager Resume Examples & Samples

Acts as host / hostess by welcoming guests, solving problems, and ensuring guests have a great stay
Assists Human Resources in front office related actions for staff, including hiring, training, scheduling, and evaluating
Reviews all schedules, purchase requests, and purchase orders for the area of responsibility following budget and staff requirements
Reviews payroll expenditures to be budgeted and approved based on guidelines
Implements policies and procedures consistent with company policies. Ensures the welfare and comfort of our guests
Generates reports and forecasts for Front Desk, Engineering, and Housekeeping
Develops and maintains operating / training manuals for the Front Desk, Telephone Operators, Guest Services, and Conference Desks
Assists reservations, front desk, and guest services managers / supervisors as needed
Maintains the integrity of the front office records in the property management system and call accounting systems
Actively take part in the Manager on Duty program
Acts as a liaison with Conference Planners, the Conference Desk, and Housekeeping
Assists all past and current guests with bill questions and disputes

118

Assistant Front Office Manager Resume Examples & Samples

All resort features, services, and hours of operation
All resort restaurant food concepts, menu price range, dress code and ambience
All hotel room amenities
Daily house counts and expected arrivals and departures, to particularly include VIP’s
Scheduled daily group activities, names and location of meeting and banquet rooms
Prioritize and organize
Be a clear thinker, remain calm, and resolve problems using rational judgment
Follow directions and instructions thoroughly
Understand guest expectations and needs
Maintain confidentiality of guest information and pertinent hotel data and information

119

Assistant Front Office Manager Resume Examples & Samples

University/College/Academy Degree in Hospitality, Tourism or Foreign Language
2 - 5 years of experience, 1 year+ as a supervisory level
Excellent written and oral communicative, verbal and non-verbal listening skills
Fluent spoken and written English, additional language (Japanese, Mandarin) is a strong asset
Minimum 2 years of relevant experience
Positive interpersonal skills
Must be able to work in a deadline and project-oriented environment and be able to communicate and interact will all levels of site management

120

Assistant Front Office Manager Resume Examples & Samples

Control all guestroom allocations, ensuring that reservations are accurately recorded and monitored to ensure optimum occupancy and revenue is achieved
Responsible for assisting the Front Office Manager in hiring, firing and scheduling personnel within the Front Office. Supervise the performance, attendance, attitudes, appearance and conduct of the staff
Ensure that the procedures for guest check-in and check-out are maintained
Maintain an efficient system of communication between the Front Office and other departments, with particular regard to guests arrivals and departures
Act as a group liaison for the Front Office
Act as group contact and handle the following: room blocking, arrivals (paying special attention to billing), departures and attending pre-con meetings
Follow-up on all VIP blocks and inspect room prior to arrival
Control and monitor blocks and additional blocking as needed, i.e. special requests, suites, etc. Inspect departure report daily, updating records as necessary
Review Housekeeping Report and rectify all discrepancies before end of shift
Remain alert, courteous and helpful to the guests at all times

121

Assistant Front Office Manager Resume Examples & Samples

Support the Front Office Manager in running a successful operation
Take lead in answering any guest inquiries and any guest recovery that may arise
Promote positive colleague relations
Complete managerial tasks such as scheduling, payroll, performance management & coaching
Ensure Brand, Service & safety standards as well as procedures are adhered to
Provide guidance & support to Front Desk, Royal Service, Fairmont Gold, Guest Services & Security
Communicate all pertinent information to the respective groups
Actively seek feedback to further enhance day to day operation
English minimum of 1 year previous Front Office Supervisory experience preferred
Excellent English written and verbal communication, interpersonal and leadership skills
Strong guest service and training skills background required
Ability to work independently, prioritize responsibilities and multitask
Computer proficiency in Opera & MS Office (Word, Excel, PowerPoint)

122

Franchised Assistant Front Office Manager Resume Examples & Samples

A passionate guest services champion, you will be responsible for managing the operations of the Guest Services Department to ensure compliance with standards of operations and to insure an optimal level of quality service and hospitality are provided to the hotel customers
Your critical thinking skills will resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues and business flow. Often, you will fulfill the role of hotel duty manager
Must be willing to work varied shifts including weekends and holidays
Recent graduate or soon to graduate student of a recognized Hospitality Management program is preferred
A minimum of two years of supervisory experience in a full service hotel front desk environment along with Opera systems experience is required
Excellent communication and organization skills and the ability to lead and motivate a diverse workforce
Computer proficiency is mandatory including Microsoft Office (Word and Excel)
A valid certificate in life safety training (first aid, cpr, aed) is preferred

123

Assistant Front Office Manager Resume Examples & Samples

Maximize rooms revenue through participating in yield management meetings and implementing\supporting agreed upon Revenue Management strategies and practices
Manage the departmental budget
Previous Property Management System experience required
Computer literate in Microsoft Windows applications required

124

Assistant Front Office Manager Resume Examples & Samples

Well developed communication and customer service skills
Well developed computer skills particularly MS Office, Outlook and Hotel Property Management system (preferably OPERA)
Ability to mentor, demonstrate leadership and provide training, able to facilitate at all levels
Comprehensive knowledge of business needs, financial reporting and productivity requirements
Essential knowledge of travel/hotel industry
Minimum 2 years work experience as Assistant Front Office Manager or three years as Assistant Manager – Front Office is desired

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Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Franchised Assistant Front Office Manager Resume Examples & Samples

Franchised Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

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Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Franchised Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

Assistant Front Office Manager Resume Examples & Samples

How to Make
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