The Asst. Front Office Manager is responsible for managing and supervising the daily duty shifts and providing support to senior management in the department's front and back office operations. The Asst. Front Office Manager is responsible for ensuring the consistent delivery and quality of guest service and immediately addressing and resolving guest challenges and feedback. The Asst. Front Office Manager must maintain consistent lobby and front desk presence while ensuring all staff are performing in accordance with our company standards.Job Responsibilities:Interact positively with guests and employeesPromoting hotel facilities and servicesActively promote company's core values and service standards by setting a positive examplePre-shift staff coming into work to communicate company updates, policy changes, hotel occupancy, special events and messages from Senior ManagementAssist in the recruitment and hiring process, conduct initial screening of all possible candidates utilizing KenexaMonitor daily staff schedule and shift breakboard, ensuring staff are reporting to work, leaving and taking their breaks on timeConstantly supervising the Front and Back Office to ensure efficiency of operationsControl payroll expense by monitoring shift activity; allowing staff to "early out" during slow periods and verifying accuracy of employee clock-ins/outs in KronosMonitor and correct performance of employees by coaching/counseling employees as needed and issuing disciplinary action for all Front Desk staff, as approved by Front Office Manager/ Sr. Asst. Front Office ManagerEnsure employees are in compliance with Department and Company policiesSupport hotel rate integrity and availability throughout duty shiftEnsure shift checklists and reports are completed prior to the end of the shift and information is passed-down effectivelyEnsure that the arrival and departure experience for all guests are in accordance with Forbes 5-Star/AAA 5-Diamond standards and the integrity of the Wynn|Encore ambiance is maintainedEnsure that all system training and Forbes 5-Star/AAA 5-Diamond standards are conducted on an on-going basisMaintain and execute staff engagement programs with assigned teams; monitor team performance and contribute to overall department goalsConduct systems training (Opera, Go Concierge, ForumTel, VIP Tickets and HotSOS) along with Forbes 5-Star/AAA 5-Diamond service training to all new hires; provide guidance and support on a daily basisResolve guest challenges and special requests in a timely manner and coordinate with outside departments for completion; Assist Front Office Manager / Sr. Asst. Front Office Manager in investigating and responding to guest comments in Market Metrix and conduct follow-up as neededComplete and issue employee evaluations upon approval of the Front Office ManagerDevelop, coach, counsel and provide staff advancement for promotional opportunitiesManage compensation and supplies expense; track upsell program; and update attendance in Manager WorkbenchDuty shift rounds to include inspection of public area cleanliness of lobby, front desk, public area facilities and elevatorsMaintain the Front Office Homepage
