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Assistant Front Office Manager

Company: Residence Inn by Marriott Berkeley
Location: Berkeley
Posted on: January 6, 2022

Job Description:

Overview

The Assistant Front Office Manager assists the Front Office Team with day-to day operations:

Front Desk, AYS, Reservations, Retail and Bell/ Valet. The Assistant Front Office Manager will

assure guest service standards are being applied constantly and that all hotel and department

procedures are being followed.

The Assistant Front Office Manager is required to work 5 MOD shifts weekly. Must be flexible

on weekly schedule.

The Assistant Front Office Manager will assist with tasks present by the Front Office

Manager.

MOD Duties:

Be proficient and take necessary training in Marriott systems

Be lobby ambassador at peak times

Assist in training of new associates

Assist and be aware of emergency procedures

Being aware of the Pyramid 15-minute rule and proper protocol

Any severe associate related matters (associates arguing, associate injury, etc.) need to

notify FOM, HR, AGM, GM, and department head (if it related to another department) in

an email immediately

Prepare and notify FOM to conduct coaching and counseling forms and conversation

with associates

Monitor group resumes and organize of arrival and/or departures and in-house guest

needs

Monitor out of order and service room inventory and work with engineering and housekeeping departments on rectifying guest room issues
Monitor special guest requests (birthday, anniversaries, etc.)
Assist and monitor welcome check-in amenity is completed with every guest arrival
Become familiar with all SOPS
Add new SOPS as needed
AR Management
Add EBONUS points as needed
Respond to all emails, Marriott Customer Care Issues
Assist with weekly schedules, Input R/O into the calendar as they are received
Daily Time Edits: Must go into Kronos daily and note and tardy/ call outs Support Agents to ensure all Front Office tasks and responsibilities are completed daily:
Daily Shift Standup with all Front Office Staff. 9am Standup with the managers
Meet with Front Office Manager to review daily assignments and priorities
Complete daily MOD checklist
Assist team as needed: Front Desk, Valet, Retail, Reservations
Maintain a complete, detailed and updated knowledge of all room types, room numbers and names, room layout, appointments, amenities & locations. Be knowledgeable of all offered rates, special packages and promotions, room availability and status for any given day as well as scheduled daily activities, group names & meeting locations
Maintain complete knowledge of all hotel features/services & hours of operations, rooms, floors layout, including all hotel restaurant food concepts, menu price range, dress code and ambiance
Set up work stations with necessary supplies & maintain cleanliness throughout shift
Notify FOM supplies are running low, weekly inventory of supplies
Make sure all packages are logged/ completed in track it
Access all functions of computer systems according to established procedures and standards.
Confirm or if necessary walk-in a reservation and review all details as well as any special noted information.
Verify Guest information and register Guest in the computer
Understand payment methods and assist Agents as necessary in collecting payment for each Guest and input into system. This can include credit cards, checks, and gift certificates or collect cash among others. Set up accurate accounts for each Guest checking in according to their requirements (i.e., sharewiths, separate room/tax/incidentals, comp)
Assign guestrooms based on reservation type priority and Guest requests
Inform Guest of any messages, mail, faxes, etc., received for them.
Communicate services and amenities included in packages to Guests on packages
Obtain proper identification for tax exempt Guests and attach form to registration card
Obtain Guest signature for designated paperwork
Show rooms as needed
Take, record, and relay messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals

PI158195177

Keywords: Residence Inn by Marriott Berkeley, Berkeley , Assistant Front Office Manager, Executive , Berkeley, California

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