Job description

The Assistant Front Office Manager is responsible for assisting the Front Office Manager. His/her assistance includes leading and managing all sections of the Front Office Department in order to ensure the highest standards.

An AFOM monitors the Front Office employees to make sure all guests receive prompt and personal recognition. He/she takes care of the front desk operation including guest registration, room assignment and check-out procedures.

Qualifications

• The ability to assist PBX, Reservations, Valet Parking, Concierge, and bell staff when business levels warrant

• Competencies & Qualifications: Excellent reading, writing and oral proficiency in the English language

• The ability to multi-task on several assignments at once

• The ability to have strong communication skills among co-workers and guests

• The ability to operate computer equipment

• Three to five years previous experience in the rooms division

• Knowledge of various computer systems such as Opera, Alice, Book4Time, OpenTable etc

Responsibilities

• Oversees the operation of the Front Desk Reception

• As the first and last impression, this department carries a special responsibility

• Directs and controls the activities of the Front Desk colleagues

• Acts as the manager on duty in the hotel when senior managers are not available

• Will manage shifts at the Front Desk

• Responds to a wide variety of guest requests by accurately assessing the guest's needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies

• Job Functions: Job duties include but are not limited to: Manages the staff at the Front Desk

• Interviews, trains, and schedules the staff

• Conducts Performance Evaluations and disciplines staff when needed

• Coordinates arrivals, departures, and billing requirements with the Sales and Catering Department

• Manages the blocking of rooms for arrivals and ensures any discrepancies are resolved

• Reviews daily arrivals to ensure proper handling of Special Attention to Guests, Return Guests, and Groups

• Assures that all financial and credit procedures are followed

• Follows up on credit problems with Senior Leaders and/or Credit Managers

• Manages daily checks of cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements

• Takes action in all matters related to the safety, security, satisfaction and wellbeing of hotel guests and employees when senior managers are not available

• Responds swiftly and effectively in any hotel emergency or safety situation

• Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc

• Responds to all guest requests in an accurate and timely manner

• Interaction with guest will be in person and by phone

• Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests Works harmoniously and professionally with co-workers and supervisors

• Accepts reservations, changes, and cancellations in the absence of Reservations Department Staff

• Can answer guest calls and direct them appropriately in the absence of a Communications Operator

• The ability to perform other tasks or projects as assigned by hotel management and staff

• Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Bell Staff, Valet Parking, Business Center, and lobby coverage

• Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service

• Works closely with Bell Staff to ensure the smooth handling of guest luggage, deliveries and special requests

• Checks guest in and out in an efficient and friendly manner, using guest name whenever possible

• Assures that guest is assigned type of room requested and the correct rate is charged

• Arranges for luggage to be delivered to guest's room

• Issues correct keys to the guest

• Checks out guests at end of the stay

• Ascertains guest satisfactions, collects keys, posts late charges and presents bills to guests

Job Type: Full-time

Pay: $62,000.00 - $68,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift

Ability to commute/relocate:

• Santa Barbara, CA 93108: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 2 years (Required)

Work Location: In person

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