Assistant Front Office Manager

Job Summary

The Assistant Guest Services Manager’s primary function is to assist the Guest Service Manager with the daily operations of the front office.  He/she will act as a supervisor to all Guest Services, Concierge and Uniformed Services/Transportation personnel assist with guest complaints and represent management in the absence of the Guest Services Manager.

Education & Experience

• A 4-year college degree perferred and at least 1 year of related experience required.
• Supervisory experience required.

• Must be proficient in Windows, Company approved spreadsheets and word processing.
• Must have a valid driver’s license from the applicable state.

Physical Requirements

• Long hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.

General Requirements

• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Wyndham Hotels & Resorts Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing nametags.
• Comply with Wyndham Hotels & Resorts Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management. 

Fundamental Requirements

• 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.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the PBX. console and ensure that employees maintain Wyndham SOPs in its use.
• Greet and welcome all guests approaching the Front Desk in accordance with Wyndham SOPs.
• Ensure implementation of all Wyndham policies and house rules.  Understand hospitality terms.
• Assist Guest Service Agents with check-ins and checkouts; confirm that all SOPs are being followed properly.
• 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.
• 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.
• Work closely with housekeeping regarding daily room status.
• Oversee Bell staff in the absence of a Supervisor.
• Confirm that Guest Service Agents, Operators and Bellstaff complete all duties.
• Operate radios efficiently and professionally in communicating with hotel staff.  Ensure the proper use of radio etiquette within the department.
• Ensure correct and accurate cash handling at the Front Desk.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Be aware of all rates, packages and promotions currently underway.

• Follow and enforce all Wyndham hotel credit policies.

• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.

• 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.

• Monitor all V.I.P.'s, special guests and requests.
• 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.
• Participate in Room Inspection programs.