Assistant Front Office Manager

GENERAL SVC OTHER SUPV 1 (005191)

UCPath Position ID: MI-DPT319200-JC005191-PD168522

Position Description History/Status

For Reference ONLY - PeopleAdmin JA Number:

1114667

Approved Date:

10/11/2024 1:52:13 PM

Date Last Edited:

10/11/2024 1:52:04 PM

Last Action Effective Date:

6/23/2021

Organization Details

Business Unit (Location):

LACMP

Organization Code:

5000O

Organization:

ADMINISTRATIVE VICE CHANCELLOR         

Division Code:

5901D

Division:

ADMINISTRATION                         

Department:

319200 - LUSKIN CONFERENCE CENTER

Position Details

UCPath Position Number:

MI-DPT319200-JC005191-PD168522

Position Description ID

168522

UC Payroll Title:

GENERAL SVC OTHER SUPV 1 (005191)

Personnel Program

Professional and Support Staff (PSS)

Salary Grade:

Grade 17

Job Code FLSA:

Exempt

Union Code (Collective Bargaining Unit):

99: Non-Represented (PPSM)

Employee Relations Code:

C: Supervisor - Not Confidential

Employee Class (Appt Type):

2 - Staff: Career

Full-Time Equivalent (FTE)

1

SUPERVISION

UCPath Reports to Position Number:

40048286

Reports to Payroll Title:

ADMIN SUPV 1

UCPath Department Head Position Number:

40047431

Department Head Payroll Title:

ADMIN SUPV 2

SUPERVISION - Indicates that the incumbent performs a variety of routine duties within established policies and procedures or by referral to the supervisor’s guidelines.

008340

BELL ATTENDANT

5

004723

BLANK AST 2

12.5

POSITION SUMMARY

The Assistant Front Office Manager is responsible for managing the daily operations of the Front Desk staff to maximize revenues and profits while attaining optimal guest satisfaction. This includes customer service functions, assisting with personnel actions, and aiding in budget planning for a 24-hour facility. The incumbent will respond to guests' special requests, needs, problems, issues, and concerns. The Assistant Front Office Manager will accommodate groups to ensure optimal levels of guest satisfaction and repeat business. The position assists with monitoring and controlling daily revenues and expenses, ensuring procedures are followed to minimize losses and maximize conference center profits. They collaborate with housekeeping and maintenance operations to help coordinate services to guests.

The Luskin Conference Center (LCC) is a 300,000-square-foot, 7-story property on the UCLA campus. The LCC is comprised of 254 guest rooms, approximately 25,000 square feet of meeting space, a 160-seat restaurant, a fitness center, and a business center. The LCC is an academic meeting and conference destination supporting UCLA's education and research mission.

The Luskin Conference Center is a no-tipping environment.

Managerial and Administrative

 • Supervise the Conference Center lobby and front desk area

 • Ensure the public areas surrounding the front desk are in good physical condition

 • Provide guests with high-quality customer service

 • Manage all front desk operations and work in conjunction with the housekeeping department regarding front lobby/desk business

 • Delegate work assignments to front office staff and follow up to ensure the completion of tasks

 • Oversee all details of staffing, set-ups, meetings, guest rooms, etc. as needed

 • Interview and check references of prospective candidates

 • Answer questions about Luskin Conference Center (LCC), provide information about the surrounding area, and supply items as needed for guest comfort

 • Ensure all University policies and procedures are followed and assist Front Office Manager in creating and modifying front desk policies

 • Ensure the accurate calculation of group bills, paying special attention to billing deadlines

 • Reconcile guest billing and invoices and conclusion of stay

 • Act as Manager on Duty as scheduled

40%

Operational and Personnel Management Functions

 • Train and evaluate Front Desk, Bell, and lobby staff according to established policies and procedures

 • Conduct a front office check upon arrival, including unlocking doors, system check, and update from the previous shift's leadership; confirm that facilities are ready and scheduled staff members are working, and otherwise tend to readying the front office and lobby for the day's activities

 • Perform personnel actions including evaluations, counseling, and recommending corrective action

 • Keep records of unusual events in the Front Desk log; see that reports of incidents are filled out and distributed properly

 • Assure that the front lobby has the proper atmosphere by setting music properly, checking the ambiance, and adjusting lights

 • Input reservations, send confirmation and information, collect the fees

 • Check guests in and out, fill out registration cards correctly, and keep track of the guest rooms inventory and status of rooms

 • Sign out guest keys, audio-visual keys, and vehicle keys as required. Complete key checks after the departure of each group and provide monthly key status reports to the General Manager

 • Maintain conference folders during group stay, cross-check room charts, note special requests, make billing notations, answer questions, and confer with conference organizers as needed to provide maximum guest service

 • Ensure proper implementation and adherence to personnel policies and procedures following University and collective bargaining guidelines

 • Address areas of employee satisfaction survey using motivation methods to increase and sustain employee productivity and satisfaction

 • Interface with guests in a hospitable manner to ensure their needs are met

 • Audit payroll for tardiness, unauthorized overtime, and absences, and follow up with appropriate action

 • Maintain accurate attendance records

 • Be the authority presence in the main lobby in the absence of the Front Office Manager including using judgment to handle emergencies

 • Input guest room lists into the property management system

 • Print out LCC weekly guest lists and modify them as necessary

 • Print out LCC Management Information Systems weekly reports

40%

Cash Handling

 • Oversee the collection of miscellaneous fees for extracurricular activities, newspapers, etc.

 • Operate the point of sale and property management system and control change funds, counting and balancing such funds and keeping them in the safe deposit box

 • Close the point of sale and property management system and prepare necessary cash reports

 • Process credit card purchases for authorization

 • Prepare fee receipts as needed

10%

Building Maintenance

 • Enforce the standards of cleanliness, sanitation, and safety in an ongoing, consistent manner for the LCC lobby and front desk area

 • Supervise staff in utilizing the maintenance tracking system for work orders, facilitate completion of work orders through coordination with maintenance staff and front desk, and follow-up to ensure completion

 • Report damage and missing furniture to General Manager and Loss Prevention to assist in assessing equipment

 • Act as the first responder to emergencies. Notify proper management based on the severity of the emergency

10%

•

Performs other duties as assigned.

•

Complies with all policies and standards.

•

Complies with the University of California, Los Angeles (UCLA) Principles of Community.

•

This position description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of the organization.

QUALIFICATIONS

1+ years

Experience in front office management at a 4 or 5 star property or hotel

Required

Demonstrated skill in supervising staff including delegating work to accomplish departmental goals and objectives efficiently and effectively, while motivating individuals to work together as a team 

Required

Highly developed interpersonal communication skills including political acumen, social perceptiveness, and the ability to engage with diverse populations in a respectful and culturally responsive manner 

Required

Ability to give clear directives and use independent, rational judgment when making decisions 

Required

Ability to prioritize daily operational responsibilities and tasks on a tight schedule and with conflicting deadlines, while maintaining the ability to respond quickly and appropriately to unexpected situations and emergencies 

Required

Accounting and math skills sufficient to prepare cost estimates, proposals, and billing explanations 

Required

Proficient skill using standard business software (e.g. Microsoft Office Suite) and property management software 

Required

Skill in writing grammatically correct business English, such as schedules, memos, performance evaluations, and other routine correspondence 

Required

Strong judgment skills, decision-making abilities, and ethical standards regarding appropriate interactions with staff, reporting of incidents, maintaining documentation and files, and situational awareness and assessment 

Required

Ability to remain calm in the face of adversity, such as guest dissatisfaction 

Required

Skill in interacting effectively with guests, team members, and managers in a high-volume, public setting using positive body language, direct eye contact, active listening, and a friendly and professional demeanor

Required

Strong organizational and problem-solving skills with the ability to multitask while meeting all business and regulatory deadlines 

Required

Working knowledge of University and departmental policies and procedures related to time reporting, payroll, and personnel 

Preferred

SPECIAL REQUIREMENTS AND/OR CONDITIONS OF EMPLOYMENT

Background Check: Continued employment is contingent upon the completion of a satisfactory background investigation.

Live Scan Background Check: A Live Scan background check must be completed prior to the start of employment.

Age Requirement: Candidate(s) must be 18 years or older to be eligible to be hired.

Driving Record: The position is subject to the California DMV "Pull Notice System" and continued employment is contingent upon proof of a satisfactory driving record.

Must be available to work varying schedules, including evenings, weekends, and holidays based on business needs

Required

Drive University vehicles, such as electric carts and vans

Required

Must carry a University cell phone

Required

LOCATION AND PHYSICAL, ENVIRONMENTAL, MENTAL (PEM) REQUIREMENTS

Environment and Work Location Information

Environment Type:

Non-Clinical Setting

Location Setting:

Campus

Location:

Luskin Conference Center

•

General office equipment

•

Point of sale (POS) devices

•

Two-way radios

•

University vehicles

Standing/Walking

X

X

Sitting

X

X

Bending/Stooping

X

X

Squatting/Kneeling

X

Climbing

X

X

Lifting/Carrying/Push/Pull 0-25 lbs

X

X

Lifting/Carrying/Push/Pull 26-50 lbs

X

X

Lifting/Carrying/Push/Pull over 50 lbs

X

X

Physical requirements other

X

Chemicals, dust, gases, or fumes

X

Loud noise levels

X

X

Marked changes in humidity or temperature

X

X

Microwave/Radiation

X

Operating motor vehicles and/or equipment

X

X

Exposures other

X

Sustained attention and concentration

X

X

Complex problem solving/reasoning

X

X

Ability to organize & prioritize

X

X

Communication skills

X

X

Numerical skills

X

X

Mental demands other

X

X

Classification 3:  Position in which exposure to blood, body fluids or tissues is not part of the position description. The normal routine task involves no exposure to blood, body fluids or tissues and the employee can decline to perform tasks which involve a perceived risk without retribution.