Assistant Front Desk Manager

The Double Tree by Hilton Miami Airport Convention Center is seeking an experienced Assistant Front Desk Manager to join our team. This position is 100% on-site, no remote work.

The Double Tree by Hilton Hotel Miami Airport Convention Center is conveniently situated just south of Miami International Airport off the Dolphin Expressway adjacent to the Blue Lagoon Business District. The hotel features 334 guestrooms, onsite dining, fitness room, outdoor pool, business center, complimentary High-Speed Internet Access, 24,000 square feet of retail space, 20,000 square feet of Hotel Meeting and Function Space and a Convention Center with 152,000 square feet of meeting, event and exhibit space.

This position will be an exempt position and will report to the Front Desk Manager.

The Assistant Front Desk Manager is responsible for ensuring the operation of the Front Office, Concierge and Uniformed Services, in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Maintain regular attendance in compliance with Hilton standards, as required by scheduling which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
• Comply at all times with Hilton standards and regulations to encourage safe and efficient hotel operations.
• Maintain a warm and friendly demeanor at all times.
• Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
• Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk.
• Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
• Motivate, coach, counsel and discipline all Guest Services personnel according to AFP Management SOP's. Ensure compliance to Double Tree by Hilton Standard training, using the steps to effective training according to Double Tree by Hilton standards.
• Prepare and conduct all Guest Services interviews and follow hiring procedures according to AFP Management SOP's.
• Develop employee morale and ensure training of Guest Services personnel
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
• Attend daily and monthly Rooms Merchandizing meetings.
• Participate in required M.O.D. program as scheduled.
• Review Guest Services staff's worked hours for payroll compilation and submit to Accounting on a timely basis.
• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Ensure that no-show revenue is maximized through consistent and accurate billing
• Maintain AFP Management SOP’s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
• Ensure that Wage progress, productivity and the ten day forecast are completed on a timely basis according to AFP Management SOP’s
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments
• Work closely with accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of the PBX console and ensure that employees maintain AFP Management SOP’s in its use.
• Ensure staff greet and welcome all guests approaching the Front Desk in accordance with Double Tree by Hilton Standards.
• Ensure implementation of AFP Management policies and house rules. Understand hospitality…