Proficiency with Opera is essential. Run end of day program and close day. Reward and recognize when appropriate, as well as provide discipline and improvement planning when necessary, Manage daily administrative operations of the department including establishing work priorities, scheduling workforce, administering attendance policies, resolving problems, etc, Maximize office productivity through proficient use of appropriate software applications, and research and develop resources that create a timely and efficient workflow, Analyze and organize office operations and procedures such as approval of payroll time for office staff, filing systems, requisition of supplies, and other clerical services, Formulate procedures for systematic retention, protection, retrieval, transfer, and disposal of records. Presents information to Ownership and Management as requested, Attends meetings and conferences as required, Must possess and consistently demonstrate all “skills” listed, Organizes, directs, and monitors daily activities of front desk agents, concierge, bell/valet, security, and night audit personnel, Directs, implements, and maintains service standards, Maintains complete knowledge at all times of daily house count, expected arrivals/departures, scheduled in-house group activities, all room rates, special packages and promotions; communicates information to appropriate staff, Monitors guest registration, check-out, and telephone service, Develops, implements, and monitors department budget; manages expenses within approved budget constraints, Develops, implements, and maintains programs/processes to enhance guest satisfaction and ensure front office operations are efficient and profitable, Performs front desk agent responsibilities as needed to process guests expediently including but not limited to checking guest into hotel, responding to guest questions, resolving guest problems/complaints, answering telephone, making guest reservations, and checking guests out of hotel, Ensures that guests’ needs are fulfilled and their stay is as pleasurable as possible; assists with dining, entertainment, or transportation reservations as needed, Assists front office staff with resolution of guest problems/complaints as needed, Possesses and maintains thorough knowledge of hotel services, facilities, and policies and area’s attractions, Prepares accurate and timely reports as required, Hires, trains, supervises, motivates, and develops front office staff; manages schedules and workflow, Assigns duties and monitors quality of work; assures staff conforms to organizational policies and procedures and safety regulations, Provides day-to-day guidance and oversight of subordinates; actively works to promote and recognize performance, Keeps up to date on overall activities of the team, identifying problem areas and taking corrective actions, Directs the Front Office staff, by coaching, counseling, providing guidance, correcting work, while motivating team to improve and maintain positive morale, Provides training for the Front Office staff, to include completing performance reviews, Establish standards and procedures for work for the Front Office. Held regular staff meetings within the department focusing on goals, areas for improvement, and any changes in hotel policy. . See our sample Front Desk Manager Cover Letter. Hired and trained front desk staff in customer service, cashiering and all Myriad procedures, Prepared tax and insurance paperwork for all new staff members, Trained new staff of 2 departments in computerized time card and email procedures, Authorized to carry all keys with access to the safe and selected personnel records, Developed good rapport with multiple office equipment and supply vendors, Responsible for entering and compiling sales figures in end of month sales reports for the store manager, Recognized by being put in charge of reports that involve confidential monthly sales figures and revenue estimates for the 3 stores in the company, Ensured consistent service through daily briefings and communications, Developed and implemented training for seasonal staff, Established regular inventory program for all department supplies, Used QuickBooks to manage day to day financial duties for the company, Processed payments and reconciliations, including money orders, cashier's checks, and credit card payments, Matched purchase orders, expense reports and/or receipts with monthly credit card statements, Single handedly managed hotel reservations achieving 100% occupancy for the entire summer, Recognized for outstanding customer service, Developed and launched online reservations, Assisted with website updates and social media exposure. Requires walking or standing to a significant degree, reaching, handling, feeling, talking, hearing, Computer skills including word processing, spreadsheets & familiarity with brand specific Property Mgmt Systems, Excellent communication, presentation and listening skills, Ability to read and interpret business records and statistical reports, Ability to use mathematical skills to interpret financial information, Ability to analyze and interpret policies established by administrators, Ability to make decisions based on production reports and similar facts, your own experience, and personal opinion, Minimum of two years experience at front desk with complete understanding of front office operations. Team of approx 20 - 25, Hire, train, develop, coach, and discipline employees, Insure team knows how to effectively handle guest issues, Work closely with other departments including but not limited to housekeeping, reservations, sales/conference services, food and beverage, mountain guest services, activities/dining and lodging guest services, Have passion for the job and help fulfill the Mission, Values, and Vision of Vail Resorts, Analytical ability to assess and disseminate detailed information; and, Interpersonal skills sufficient to direct the work activities of staff and to communicate with department administrative staff and clinicians, Either previous experience of this role in a similar hotel or be currently at Assistant Front Office Manager level, Previous experience in emergency response and duty management, Excellent spoken and written command of the English language, other languages are beneficial, Ensures that the team has the capabilities to meet expectations, Leads by example demonstrating self-confidence, energy, passion and enthusiasm, Assists employees in understanding guests’ ever-changing needs and expectations, and exceeding them, Publishes all Guest Feedback results in a timely fashion including all Guest forms, comment cards, Mr. BIVs and guest letters with support from the DOQ, Extends professionalism and courtesy to employees at all times, Communicates/updates all goals and results with all team members, Meets with Leaders frequently on a one-to-one basis and keeps permanently connected to the rest of the team to collect and give feedback, Assists/teaches the team scheduling against guest and hours/occupied room goals, Plans, organizes and executes continuous development of Soft Redo Program and CARE, Controls, organizes the permanent compliance of the Rooms Matrix and standards as per Ritz-Carlton requirement, Provides excellent customer service by being and permanently meeting with our guests, Takes proactive approaches when dealing with guest concerns or complaints, Extends professionalism and courtesy to guests at all times, Responds timely to customer service department request, Ensures all team members meet or exceed all hospitality requirements to create Ritz-Carlton guests for life, Supports required biannual Marriot Brand Standard Audit conducted by the Director of Quality and the Director of Operations, Full compliance of all Corporate Audits and Mystery Shops ( FHR, BARE), Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence, Capable and willing to work when business demands are greatest, seven days a week 24 hours a day. Ensure the proper use of radio etiquette within the department, Maintain and monitor "Lost and Found" procedures and policies according to Highgate Hotel standards, Establish and maintain key control system, Focus the Guest Services Department on their role in contributing to the Guest Service and audit scores, Review daily Front Office work and activity reports generated by Night Audit, Review Front Office log book and Guest Request log on a daily basis, Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. We are seeking a motivated, detail-oriented individual to join our hotel staff as an Assistant Front Office Manager. 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