Assistant Manager Front Office

Overview

This key leadership role is responsible for all managing the day-to-day operation of the Front Desk. You will direct team members and respond to a wide variety of guest requests, adding personal touches and recommendations with each interaction.

Responsibilities

• Manages team in Front Desk Department. This includes training and scheduling team members. Additionally, provides oversight of other Rooms Departments, such as: Guest Services, Concierge, Communications (PBX), etc.
• Coordinates arrivals, departures and billing requirements with Sales and Catering Department. Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.
• Assures that all financial and credit procedures are followed. Follows up on credit problems with Front Desk Manager and/or Credit Manager. Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings. Checks cashiers’ work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements.
• Takes action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees. Responds swiftly and effectively in any hotel emergency or safety situation.
• Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists guests in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone.
• Checks guest in and out in an efficient and friendly manner, using guest name whenever possible. Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest. Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges, and presents bill to guest. Settles bill accurately through credit card or cash transaction.
• Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.
• Accepts reservations, changes, and cancellations in the absence of Reservations Department Staff. Can answer guest calls and direct them appropriately in the absence of a Communications Operator.

Qualifications

• Minimum of one year supervisory experience in a high volume setting preferred.
• Previous hospitality experience in a Four Diamond quality organization preferred.
• Previous experience with Windows, Office, and property management systems highly desirable.
• Must be able to understand, speak, read, and write in the basic English language.
• Ability to effectively communicate and provide directions in a clear, concise, and professional manner in both verbal and written form.
• Demonstrate ability to compute basic arithmetic.
• Must be available to work varied shifts and flexible schedules.

Salary : $63,000 - $75,000