B. F. Saul Company Hospitality Group

  • Assistant Front Office Manager

    The Hay-Adams
    Job Function
    Front Office
    Full Time
  • Overview and Responsibilities

    The Assistant Front Office Manager assists the Front Office Manager in all aspects of the department including but not limited to operations, planning, budgeting, staffing and payroll in accordance with hotel policies and procedures. The Assistant Front Office Manager provides leadership and support to all members of the Front Office and enforces the Hay Adams Standards of Excellence in all areas supervised.


    Essential Duties & Responsibilities 

    1. Perform all job duties and responsibilities in accordance with the Hay Adams handbook, the department operation manual as well as all hotel policies and procedures are part of this job description.
    2. Manage and monitor activities of all employees in the Front Office department making sure they adhere to the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.
    3. Maintain a professional and high quality service oriented environment at all times.
    4. Work closely with the Housekeeping Department to improve guest services and foster cross departmental communication.
    5. Keep staff informed of all activities in the hotel, reinforcing Standards of Excellence and constantly strive to improve and perfect service in the department through coaching and training while promoting a strong team atmosphere and culture.
    6. Be aware and able to enforce all fire-life-safety procedures. Remain current in all updates with regards to new procedures and training. Ensure staff is fully trained in emergency procedures. This position is a member of the hotel’s emergency response team in the absence of the Front Office Manager.
    7. Perform any other duties as required and directed by Management.
    8. Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
    9. Manage the AM and PM shifts in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments.
    10. Inform all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests. Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.
    11. Attend to all regular duties of the Front Office Manager during the Front Office Manager’s absence and must be able to perform any tasks or duties of any employee in the department.
    12. Assist the Front Office Manger in implementing and enforcing financial controls throughout the department, helping with control of operating expenses, scheduling and purchasing.
    13. Report any suspicious persons, activities and/or hazardous conditions to the Security department and/or the Front Office Manager.


    To perform this job successfully an individual must be able to perform each essential duty to a satisfactory standard. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    Education: High School diploma, general education degree or international equivalent required. College degree preferred.


    License/Certification: Valid US drivers license required.


    Experience: Previous Front Office experience in supervisory/management capacity in a luxury property required. Previous customer service and general computer experience required. Property Management Software experience preferred.


    Basic Expectations: Perform all job duties and responsibilities in accordance with the Hay Adams handbook, the department operation manual as well as all hotel policies and procedures


    Supervisory Responsibilities: Responsible for supervision and training of, Management Trainees, Concierge, Bell and Door staff, Night Manager, Night Auditor and Lobby Ambassador. Indirect supervision of all Front Office employees in the Manager on Duty capacity.


    Language Skills: Excellent knowledge of the English language is mandatory as well as the ability to speak, read and write clearly. Must be able to listen to, read and/or write instructions, memos, short correspondences and messages. Second language preferred.


    Mathematical Skills: Must have good mathematical skills, ability to add, divide, subtract and multiply six digit numbers with decimals. two digit numbers. Must be able to calculate percentages and discounts. Must have a good understanding of financial documents, daily reports, P&L accounts and budgets.


    Reasoning Ability: Ability to carry out detailed instructions in both written and oral manner using common sense and understanding. Ability to deal with problems and situations in a calm and professional manner. Ability to multitask handling many different situations at one time, prioritizing problems and resolving them satisfactory.


    Physical Ability: Ability to stand in a confined environment and use a computer screen for long periods. Ability to spend long hours moving around, walking, sitting, standing and crouching while performing other duties. Must be able to multitask, talk and listen simultaneously while guests are standing at the Front desk and the phone is ringing. Ability to work well under pressure and perform during emergency situations. Ability to occasionally lift bags up to 50lbs.


    EEO AA M/F/Vet/Disabled


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