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Assistant Front Office Manager

Company: The Edgewater
Location: Madison
Posted on: November 26, 2022

Job Description:

Who We Are

The Edgewater offers a proud revival of a historic hotel, committed to the trust and confidence we earn from our employees, customers, and partners. We are located in the heart of downtown Madison, next door to the University of Wisconsin-Madison, and within walking distance of the Capitol Square and downtown. We offer 202 rooms and the finest in luxury hotel services and amenities right on the water's edge of Lake Mendota. You will speak with a wide variety of guests who may be coming to stay with us for a few nights, joining us for a special event, visiting us on a business trip, or just looking for some relaxation time. If you are looking to work at a hotel that is as welcoming and fun as the city of Madison itself, this is the place.

What We Accomplish Together

The Assistant Front Office Manager is responsible for overall operational oversight of the Front Desk, reporting straight to the Front Office Manager. The AFOM is charged with maximizing guest experience & revenue while ensuring the highest departmental standards. You will work with many different departments to ensure guest bookings, guest service calls, arrivals, housekeeping and other in-house services, departures and billing are seamless for our guests as they enjoy our luxury property. The Edgewater demands the highest quality of customer service and employee recognition and care, and the Assistant Front Office Manager position is where your hard work ethic and exceptional customer service skills are appreciated and recognized by both the guests and The Edgewater Team. Your leadership will ensure our ongoing continued success.

What We Have


-Flexible scheduling including days, nights and weekends.
-A comprehensive benefit package including Medical, Dental and Vision coverage as well as Paid Time Off, 401K contribution matching and voluntary life insurance.
-Discounts to our 3 onsite restaurants.
-Discounts to our onsite Spa's services and retail as well as discounted stays at affiliated hotels.
-Discounted onsite parking for full-time team members, discounted off-site parking for part-time team members, or a supplied Madison Metro bus pass.

Essential Functions Include:

-Direct the daily activities of the Front Desk and Guest Service Departments.
-Interview, train and schedule the Front Office staff as needed in line with operational needs.
-Assist with coverage of Front Desk, Bell Staff, Valet and Concierge positions as scheduled and or needed.
-Direct an exceptionally genuine, professional, warm, and efficient welcome registration process for all check-in guests. Ensure correct reservation room assignment at prescribed rates and payment types.
-Oversee a professional luggage handling and delivery system to guest room inside of Front Office Standards.
-Provide quality checkout at end of stay, accurately settling billing and ascertaining thorough guest satisfaction.
-Conduct Performance Evaluations, Reviews and employee discipline as needed in accordance with The Edgewater Hotel policies and procedures.
-Coordinate daily group arrivals, departures and billing requirements with respective Sales and Food/Beverage Departments. Block rooms for arrivals, ensure reservation types and preference details are properly in place and actioned.
-Review daily VIP arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.
-Ensure all financial and credit procedures are followed. Follow up on credit issues with guests and or relevant departments and report out as needed.
-Review all paid-outs, Petty Cash disbursements and Direct Billings. Check and sign off on all cashiers' work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements.
-Act in all matters related to the safety, security, satisfaction and wellbeing of hotel guests and employees when senior managers are not available in accordance with existing Standard Operating Procedures. Calmly respond swiftly and effectively in any hotel emergency or safety situation.
-Resolve guest complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
-Assist guests in all inquiries regarding hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Promptly respond to all guest requests in a professional, timely, service-oriented manner.
-Maintain a balanced bank as assigned in accordance with Hotel's cashier policies and procedures.
-Run on behalf of the Rooms Division, the Daily Morning meeting. Highlight and communicate matters of import to the Hotel for the day. Represent the Front Office Department in departmental meetings including Resume and BEO if/when required.
-Assist as needed, other department's over "all hands" dates and high occupancy days as requested.
Non-essential Functions include:

-Assist with responsibilities and duties in any Rooms Division area. Provide Crunch Team assistance throughout the hotel.
-Perform other task or projects as assigned by Hotel Management.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Working Conditions

This position operates in a professional office environment. The role uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position requires weekend and evening work with the chance of occasional overnight shift coverage.

Physical Abilities

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. This position is very active and is frequently required to stand; walk; use hands and fingers to handle or feel; and reach with hands and arms, occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift or move up to 10 pounds and occasionally lift or move up to 50 pounds. This position is required to occasionally move bell carts, housekeeping carts, and guest belongings. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Keywords: The Edgewater, Madison , Assistant Front Office Manager, Executive , Madison, Wisconsin

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