Summary:

The Assistant Front
Office Manager at The Greenbrier is responsible for overseeing the day-to-day
operations of the hotel, ensuring smooth and efficient functioning of the Front
Office Operations. The Assistant Front Office Manager also collaborates with various
departments such as Concierge, Housekeeping, Engineering, Activities, Food and
Beverage, and Retail to ensure seamless coordination and exceptional guest
experiences. They also handle cost control, and inventory management to
optimize resources and achieve financial targets. Additionally, the Assistant
Front Office Manager ensures compliance with industry regulations and maintains
a safe and secure environment for guests and employees.

·         Overseeing Manager on Duty aspects of the
Front Office operation (Front Desk, Bell stand, Front Door, & Valet

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

·         Interviews, trains, and schedules the staff.
Conducts Performance Evaluations and disciplines staff when needed

·         Coordinates arrivals, departures, and billing
requirements for all guests. Review room blocks for arrivals and ensures any
discrepancies are resolved. Reviews daily arrivals to ensure proper handling of
Special Attention Guests, Return Guests, and Groups.

• Help
  prepare annual departmental operating budget and financial plans. Monitor
  budget and control labor costs and expenses with a focus on rate strategy,
  building initiatives and inventory management.
  

·         Assures that all financial and credit procedures are
followed. Follows up on credit problems with Director of Front Office and/or
Credit Manager. Reviews all paid-outs, rebates, Checks cashiers’ work at end of
shift to ensure all transactions are reconciled with proper approvals and
endorsements

• Develop
  plans to increase occupancy and ADR through upselling at the front desk.
  

·         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
and hours of operations.

·         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 room. Issues correct keys to the guest. Checks
out guest at end of stay. Ascertains guest satisfaction, collects keys, posts
late charges, and presents bill to guest. Settles bill accurately through
credit card or cash transaction.

·         Works harmoniously and professionally with
co-workers and supervisors along with other departments.

·         Scheduling employees, maintaining track of
vacation requests, and ensuring all scheduling is in line with the Union CBA.

·         Strategic planning, execution, motivation
within Front Office to ensure guests are receiving the best Guest Experience
when inquiring about upgrades. Proper record keeping and preparing monthly pay
outs for team members.

• Participates
  in the development and implementation of corrective action plans based on
  review of surveys and guest satisfaction results.
  
• Provides
  services that are above and beyond for customer satisfaction and
  retention.
  
• Inspect the quality and cleanliness
  of the property and report deficiencies to the appropriate departments.
  

Secondary Responsibilities:

·         Assist with the management of other
Operational departments, as needed.

Normal Working Hours: (Shift,
days)

·         40 + hours per week

·         Flexible work schedule (nights, weekends,
holidays)

In order to be successful in this
position, the ideal candidate must meet the following criteria

in addition to the Ten Essential
Attributes for All Employees.

Past Work Experience Requirements: (Type of work, number of years required, equivalent experience, etc.)

·         Minimum of 2 years experience in hospitality
industry or related field

·         Experience at The Greenbrier – Operations or
Food & Beverage preferred

·         Prior Supervisory experience required

Educational Requirements: (Degree/Certification,
highest required/preferred, field of study)

·         High School Diploma or G.E.D. preferred

·         Hotel Management degree preferred

Communication Skills Requirements: (Verbal: phone, in-person, group; Written: memos, documents)

·         Excellent written and oral skills

Technical Requirements:             

·         Good documentation skills

·          Computer proficiency with word processing,
spreadsheets and databases

Physical Requirements: