Assistant Front Office Manager
Under the direction of the Front Office Manager, the Assistant Front Office Manager is responsible for assisting in maximizing the LCC property’s front desk and reservations revenue and assisting in the oversight of Front Desk staff, as well as all aspects of the Front Desk including check-ins, check-outs and guest services. This includes customer service functions, assisting in personnel actions and aiding in budget planning for a 24-hour facility.
The incumbent will assist in managing daily operations of the Front Desk Staff to maximize revenues and profits while attaining optimal guest satisfaction. Respond to guests’ special requests, needs, problems, issues and concerns. Accommodate groups to ensure optimal levels of guest satisfaction and repeat business. Assist in monitoring and controlling daily revenues and expenses, ensuring procedures are followed to minimize losses and expenses and maximize conference center profits. Collaborate with housekeeping and maintenance operations to help coordinate services to guests. Supervise Guest Service Agents and assist in interviewing, scheduling, training, developing, coaching and counseling. Incorporate recommendations in performance reviews. Provide open communication and advise on discipline related issues, as appropriate.
The majority of work shifts for this position are overnight and evening relief shifts however some days, weekends, and holidays are required.
- Must have minimum of 1 year of experience in front office management for a 4 or 5 star property or hotel.
- Must have excellent customer relations skills and leadership capability.
- Ability to maintain equanimity in the face of resistance, indifference or hostility.
- Knowledge of cash handling procedures.
- Must be detail oriented with outstanding organizational and communication skills.
- Skill in reading standard English such as a union contract, policy and procedure manual, and business correspondence.
- Ability to establish and maintain a cooperative working relationship with employees at various levels.
- Skill in interacting diplomatically with the public in a high-volume, public setting.
- Skill in working in organizing and monitoring assignments to complete work in a timely manner when there are interruptions, changing priorities, changes in workload, pressures of deadlines, and competing priorities.
- Skill in working independently and following through on assignments with minimal direction.
- Interpersonal skills sufficient to interact effectively and tactfully with diverse department and University personnel and with the public.
- Ability to perform effectively under conditions of a fluctuating workload, including evenings, weekends, holidays and over-time in order to reflect the business needs of the conference center.
- Skill in writing concise, logical, and grammatically correct English to prepare written schedules, procedures, employee performance evaluations, routine business correspondence, and other operational/administrative related reports or correspondence.
- Mathematical skills sufficient to perform basic arithmetic calculations.
- Ability to work on a personal computer, utilizing software such as Word, Excel, Microsoft Windows, hospitality management software, and other applicable systems.
- Physical ability to stand continuously for up to 8 hours.
- Working knowledge of federal, state and local laws governing equal employment opportunity, occupational safety and health, wage and hour issues, and labor relations, FLSA, ADA, OSHA, and FMLA.
- Skill in management and supervision of multi-functional staff comprised of operational and administrative personnel to include knowledge of required tasks, skills, personnel selection, evaluation and development.
- Demonstrated skill in supervising staff including delegating work to accomplish departmental goals and objectives efficiently and effectively, while motivating individuals to work together as a team.
- Ability to communicate effectively on a one-to-one basis and in small group settings to delegate work assignments, conduct unit business, explain department/University policies and procedures as applicable.
- Ability to work varying schedules; including evening, overnight, weekends, and holidays to meet operational needs.
- Ability to maintain a professional appearance and grooming standards.
- Must have and maintain a valid California Driver’s License to drive University vehicles for purposes of training, off-site safety meetings and/or off property inspections.
Can be trained
- Knowledge of University policies and procedures.
- Working knowledge of departmental personnel and payroll procedures, such as time reporting and accruals.