Assist Mgr Front Office

Responsibilities

• Respond professionally to arriving, departing, and in‑house guests, providing accurate and timely information and services.
• Answer inquiries regarding hotel information and guest concerns.
• Supervise daily operations of Guest Services personnel, promoting a safe environment and quality service to achieve maximum guest satisfaction and financial success.
• Greet and complete established check‑in procedures for arriving guests using both manual and computerized methods.
• Facilitate guest departure (check‑out) by following established procedures to close guest accounts.
• Ensure the front desk team accurately calculates and posts monies, receipts, guest accounts, and other credit using proper cash‑handling methods.
• Courteously answer inquiries and accept reservations, communicating hotel rates and using suggestive‑selling techniques to increase occupancy and revenue.
• Maintain good guest relations by staying informed of in‑house and area functions and responding to questions in person and by telephone.
• Operate PBX equipment, handling incoming and outgoing calls, scheduling, and wake‑up calls.
• Control cash transactions at the front desk and maintain responsibility for the personal bank as specified by hotel policy.
• Maintain a friendly, cheerful, and courteous demeanor at all times.
• Perform other duties as assigned, requested, or deemed necessary by management.
• Assist and make recommendations to the Assistant General Manager on performance evaluations, discipline, and terminations.
• Coordinate guest service efforts for group arrivals, departures, and transportation, maximizing the guest experience.
• Supervise activities and foster good relations with valet service, taxi services, and the Airport Connection.
• Provide information and assist staff in recommending area restaurants, theaters, community events, and activities.
• Greet guests, assist with check‑in/check‑out, deliver laundry, and store luggage.
• Provide guest transportation as required by the hotel’s standard operating procedures.
• Order supplies and maintain inventory control, minimizing unnecessary expenses.
• Follow up on any guest complaints or problems promptly and professionally.
• Implement emergency training and procedures to protect guests, staff, and company assets.
• Provide a weekly schedule for all Front Office Associates, posted by 3 pm on Friday.
• Cover or find replacements for call‑offs.
• Ensure proper communication to subordinates on all hotel activities to meet guest needs in a timely fashion.
• Ensure all new hires are aware of all aspects of the hotel.
• Ensure all associates are properly trained on Fosse and other systems/procedures; ensure Front Desk Associates are SSM trained.
• Provide motivation to the department.
• Ensure Front Office Associate duties are completed daily (checklists, call‑back log, guest request log, wake‑up log, etc.).
• Assist other employees and departments to contribute to overall performance of the department and hotel.
• Represent the front desk at each Safety Committee Meeting.
• Participate in the Hotel MOD program education/formal training.

Qualifications

• High school diploma or equivalent.
• Minimum two years previous experience as a front desk supervisor, or a minimum of four years front office experience in hotel work.

Knowledge and Skills

• Comprehensive understanding of all hotel front office procedures.
• Working knowledge of guest services, hotel services, policies, and operations (generally learned on‑the‑job).
• High‑school‑level mathematical aptitude; knowledge of standard cash‑handling procedures and computerized cash‑register systems.
• Past experience dealing directly with the public and general customer‑service skills.
• Fluency in oral and written English.
• Ability to use tact and understanding when handling a variety of customer‑service problems, including stressful and highly emotional situations.
• Highly organized with strong attention to minute written and verbal details, especially when performing multiple tasks.
• Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc.

Physical Demands

• Ability to read written forms of communication and monochrome computer screens.
• Ability to operate computer, calculator, and telephone keyboards for cash handling and paperwork processing.
• Ability to understand and follow verbal/written instructions, multitask, and communicate both verbally and in writing.
• Approximately 90 % of the shift is standing; repeated bending and kneeling required while filing.
• Mobility: must be able to reach all areas of the hotel to assist clients; occasional standing; occasional carrying and lifting of files and office items up to 25 lb.
• Prolonged standing at an indoor, thermostatically climate‑controlled workstation.

Work Environment

• Work is performed indoors for roughly 95 % of the time, using typical office equipment and materials.