Assistant Front Office Manager/ Ассистент менеджера стойки приема и размещения

Job description

MAIN DUTIES AND RESPONSABILITIES
· Responsible for the smooth, efficient and professional operation of all front office, guest relations and PBX areas.
· Schedule of front office and pbx teams.
· Ensures that all procedures and policies are in place and followed.
· Conducts audit and controls on a regular basis. Communicates with accounting in case of any irregularities; and coaches and counsels associates whenever appropriate.
· Ensures good communications between the departments.
· Strictly follows bank-out procedures and cash handling procedures.
· Ensures confidentiality of User Log-Ons. Ensure that users are logged out when leaving the area.
· Train and develop associates to the highest possible extent.
· Leads by example: Provides a high-quality service and aggressive hospitality towards all customers.
· Ensures that recognition programs for both guest and associates are in place and working.
· Uses TQM tools and empowerment to make decisions leading towards total customer satisfaction.
· Controls costs effectively to meet budget guidelines. Has control system in place for all controllable costs and man hours.
· Communicates with front desk managers and front desk supervisors about daily audits and controls, so all are informed about proper procedures.
· Initiates additional tasks to improve existing procedures and guest satisfaction.
· Resolves system problems and can operate the system manually.
· Initiates monthly meetings in the department. Attend staff meetings and rooms meetings.
· Is in the guest area during high traffic times to assist the front office associates and to ensure smooth operations.
· Has plans and actions in place to meet goals and mission of the company and the hotel.
· Be well groomed and conform with the hotel's dress code.
· Be informed about daily operations and events.
· Be highly visible during extraordinary events.
· Be familiar with sales strategies; communicate daily with reservation sales.
· Develop a thorough knowledge about all brands in Marriott's portfolio.
· Know all frequent customers and be familiar with their special requests. Ensure that their needs are met.
· Be knowledgeable about all emergency plans and know how to act upon them.
· Report any unusual occurrences immediately to the EAM Rooms or Ass EAM Rooms.
· At all times strive to represent RC in the most professional and courteous manner.
· Cash handling: Handle all duties according to hotel policies, procedures, internal rules and standards. Conform to cash handling procedures at all times.
· All functions required for the proper performance of the Job Position.

At more than 80 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.

Desired profile

JOB SUMMARY

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

CORE WORK ACTIVITIES

Supporting Management of Front Desk Team

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

• Encourages and builds mutual trust, respect, and cooperation among team members.

• Supervises and manages employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.

• Ensures employee recognition is taking place on all shifts.

• Establishes and maintains open, collaborative relationships with employees.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize, organize, and accomplish your work.

• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

• Strives to improve service performance.

• Collaborates with the Front Office Manager on ways to continually improve departmental service.

• Communicates a clear and consistent message regarding the Front Office goals to produce desired results.

• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.

• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Serves as a role model to demonstrate appropriate behaviors.

• Sets a positive example for guest relations.

• Displays outstanding hospitality skills.

• Empowers employees to provide excellent customer service.

• Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.

• Provides feedback to employees based on observation of service behaviors.

• Handles guest problems and complaints effectively.

• Interacts with guests to obtain feedback on product quality and service levels.

Managing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.

• Ensures compliance with all Front Office policies, standards and procedures.

• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates.

Additional Responsibilities

• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.

• Analyzes information and evaluating results to choose the best solution and solve problems.

• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.

• Functions in place of the Front Office Manager in his/her absence.

• Communicates critical information from pre- and post-convention meetings to the Front Office staff.

• Participates in department meetings.

The Ritz-Carlton is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. The Ritz-Carlton does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.