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Assistant Front Office Manager/ Night Manager
3 weeks ago
**General Information**:
- Country/Region
- Canada
- Province/City
- Vancouver, B.C.
- Location
- Rosewood Hotel Georgia
- Department
- Talent and Culture
- Job Type
- Full-time Permanent
**JOB TITLE: ASSISTANT FRONT OFFICE MANAGER / NIGHT MANAGER**
**DEPARTMENT: FRONT OFFICE**
**REPORTS TO: FRONT OFFICE MANAGER**
**OVERVIEW/BASIC FUNCTION**:
- Responsible for the management of all aspects of the Front Desk functions, in accordance with hotel standards. Directs, implements, and maintains a service and management philosophy which serves as a guide to respective staff.
**RESPONSIBILITIES**:
- Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
- Ensure that standards are maintained at a superior level on a daily basis.
- Ensure that daily payroll management procedures are submitted within deadlines. Ensure payroll paperwork is submitted on time for all departments within your department. Ensure staff adheres to the proper requisition process. AM manager on Duty is responsible for turning in payroll reports on the last day of the pay period.
- Ensure occupational health and safety standards are maintained throughout the hotel and in compliance with local, state, and federal laws. Follow up on items requiring actions from the Occupational Health & Safety Committee.
- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests’ needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest satisfaction.
- Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
- Maintain complete knowledge at all times of:
- All hotel features/services, hours of operation.
- All room types, numbers, layout, decor, appointments, and location.
- All room rates, special packages, and promotions.
- Daily house counts and expected arrivals/departures/ VIP’s.
- Room availability status for any given day.
- Scheduled in-house group activities, locations, and times.
- All hotel and departmental policies and procedures.
- Access all functions of the computer system.
- Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
- Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
- Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable of such.
- Review the daily business levels, anticipate critical situations, and plan effective solutions to best expedite these situations.
- Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
- Ensure that staff report to work as scheduled. Document any late or absent employees and find coverage based on seniority as needed.
- Coordinate breaks for staff.
- Assign work duties to staff.
- Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
- Inspect grooming and attire of staff; rectify any deficiencies.
- Inspect, plan, and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
- Constantly monitor staff performance in all phases of service and job functions. rectify any deficiencies with respective personnel to include Front Desk staff, Bell/Door staff, PBX staff and Concierge staff.
- Monitor the hotel front entrance and resolve any congested situations.
- Monitor the check-in/check-out process (late arrivals and early departures); anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
- Monitor communication logs and ensure that guest requests are followed up within minutes.
- Monitor guest mail and ensure that it is processed according to procedures.
- Monitor and ensure that express checkouts are processed through the system.
- Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
- Assist staff with their job functions to ensure optimum service to guests.
- Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
- Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
- Ensure security of guestroom access.
- Perform and complete night audit & related accounting procedures, manage the activities at the Front Office and supervise the staff of the entire hotel during the overnight shift.
- Monitors the front desk activities with regards to rebates, billing instructions, discounted rates in compliance with hotel policy.
- Monit
