Assistant Front Office Manager- LSCLone Star Court - Austin, TX 78758OverviewPosition Type Full TimeDescriptionAre you a Customer Service Super Star…. WE NEED BIG STARS LIKE YOU!!!Come be a part of an AWARD-WINNING TEAM.Our hotels are unique, and we are looking for outstanding talent to provide exceptional customer service to our team. Valencia Hotel Group is a collection of hotels that are created for today's passionate traveler, each of our hotels is intentionally built to showcase modern design and classic character. We are looking for team members who are ready to be empowered to go above and beyond.JOB SUMMARYAssist with day-to-day Guest Services and Front Desk operations.
Ensuring all staff are properly trained and adhering to service standards and ensuring information is communicated to operations staff in timely and effective manner to ensure guest satisfaction. Serve as point of contact for all other departments needing to relay information to the front office. Act as manager on duty when required.ESSENTIAL DUTIES & FUNCTIONSOperational Responsibilities Have a strong presence at the Front Desk, assisting during peak business periodsMonitor Front Desk and Guest Services operations to ensure highest quality of guest relations.Ensure that all guest charges have been balanced, and all appropriate reports have been runAssist Front Desk Clerks with guest ins and outsEnsure all rooms and guests are assigned and keys are made.Accept other special duties as required by management.Responsible for assisting in supervision and performance of all Front Office-related operations and personnelEnsure the quality of the environment is clean and up to standardsUpdate information in the computer system as neededFollow checklist for required duties and timelinessCashier functions and handling of cash. Oversee discrepancy report and monitor follow-through.Maintain and promote special guest programs.Record all guest request items and deficiencies into the appropriate tracking system.Be familiar with POS (Tabit) and PMS system (Stay n touch) to be able to trouble shoot any issues.Prepare group information sheets.Maintain log of rooms in out of order status.Complete check-out with balance report.Complete credit check daily.Block rooms for special groups.Participate in room inspection programs.Managerial Responsibilities Manage and provide leadership to the Front desk clerks, supervisors and valet associates.Maintain integrity of cost controls and proper maintenance of assets.Work with the Front Office Manager to monitor Front Office quality and costs.Ensure timely and accurate reporting of daily operating results and statistical information as related to revenue and expenses.Must be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessary.Must be able to assimilate complex information, data, etc.
from disparate sources and consider adjust, or modify to meet the constraints of the needs.Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.Must be able to work with and understand financial information and data, and basic arithmetic functions.Complete rate discrepancy report and make needed changes.Block/assign applicable arrivals for the following day, i.e. V.I.P.'s, ESP's, Special Requests, etc.Work closely with housekeeping with daily room statusConfirm all daily duties are completed by Front Desk Agents and Valet staff.Perform accurate market code and rate posting check at night.Balance and prepare individual paperwork at closing of shift.Assist accounting department with research and guest folio issues.Review cover sheet and resume of groups to assure pertinent information is available to front office.Ensure all work and storage areas are always clean and organized. Ensure supply inventories are taken to prevent any stock-outsHandle special projects and reports in a timely and consistent mannerMust be effective in handling problems in the workplace, including anticipating, preventing, identifying, and solving problems as necessaryMaintain regular attendance in compliance with the Hotel Standards, as required by scheduling which will vary according to the needs of the hotel.Confirm that all Standard Operating Procedures (SOPs) are being followedGuest Services Trouble shoot basic maintenance concerns/ requests by guestsPrepare for all guest requestsMaintain quality control of service to be five-diamondHandle guest situations with problem solvingResponsible for dealing with guest issues in a professional manner.Oversee guest messages report and ensure delivery of messages is completed in a timely manner.Answer questions and offer information and assistanceCommunicate with other departments to fulfill guests' needsMaintain an up-to-date knowledge of the surrounding attractions, restaurants, and all concierge services.Be aware of all daily meeting/events and their locations.May need to assist with parking/ retrieving guest vehiclesInteract with other departments to ensure that guest needs are satisfied.Speak with guests in a friendly, warm manner, making them feel welcome to the hotel.To proactively work to seek out ways in which to improve the hotel experience for our guestsTeam Support and Training Relentlessly train and motivate employees in customer service.Manager overall operation of Front Desk: Including disciplinary action, hiring, and development.Continued training in all areas with all employees.Assist and supervise Front Desk Agents with daily duties.Contribute positively to the team within the departmentCoach team with training topics and rehearsalsParticipating in on-going trainingParticipate in mandatory meetings (i.e. Department and Manager Staff meetings)Communication and Reporting Maintain regular attendance in compliance with Valencia Hotel Group (and its affiliates) standards as required by scheduling which will vary dependent upon the hotel's needsFollow up with guests to see that problems are resolved.Complete thorough pass-on emails and verbal pass-ons at the beginning/end of your shift.Send out end of shift reports to the appropriate managers/ corporate accountingCommunicate with all department managers on continuing basis.
Especially the communication with Night Audit each evening/morning.Safety & Compliance Have a thorough understanding of hotel fire alarm and other emergencies proceduresComply with Valencia Hotel Group (and its affiliates) standards and regulations to encourage safe and efficient hotel operations.Respond to emergency situations calmly and effectively, per hotel guidelines.Responsible for responding to emergencies and notifying senior management of any major incidents.Handle confrontations with guests in a professional manner without the use of physical force.Complete property walks during shift to ensure all safety protocols are met.Always comply with Hotel Valencia Standards and regulations to encourage safe and efficient hotel operations.Coordinate maintenance and repair of front office equipment, computer, printer, telephone, etc.BASICSMaintain cleanliness and organization in all work areasDisplay courteous behavior with guests and team membersReport any unsafe conditions immediately