Assistant Front Desk Manager

What You Get To Do

• Greet guests; create a first impression/experience that exceeds our Forbes/AAA, 4 star/diamond service goals.
• Anticipate guests’ needs and provide appropriate service, both understanding the origin of their discontent and also in the mediation of an acceptable solution.
• Understand the timing of the check-in/out process and how it impacts the guest experience and correctly communicate that timing to the staff/department.
• Interview, train, schedule and supervise team members.
• Efficient with Property Management System, loading of all reservations, including group, loading of rates/packages, testing of all systems that are required to ensure accuracy and all reservations responsibilities.
• Maintain awareness of all safety and security procedures relevant to the department and property. Ensure department members are familiar with and adhere to them as well.
• Maintain awareness of occupancy levels, reservations, group business and special or functions and their potential affect on the operations.
• Support the financial/marketing goals of the division.
• Support team at all times and inspect what is expected of the department.
• Cover Front Desk Agent Shifts, Night Audit, and Security as required.
• Cleanliness of Front Desk real estate.

Requirements

• Perform each essential duty below at Forbes/AAA, 4 star/diamond standards.
• A minimum Associates degree or equivalent educational experience.
• 2+ years of relevant Forbes/AAA, 4 star/diamond service experience in Hotel Rooms Management.
• A strong knowledge of superior guest relations, reservations, training and Property Management Systems.
• Foster a positive work environment by managing, leading, working and communicating in a courteous and professional manner with all guests and co-workers.
• Lead by example, fostering departmental teamwork and collaboration.
• Effectively utilize a working knowledge of all Microsoft Office applications, Outlook, Internet Navigation.
• Possess a high degree of organization, self-motivation with a positive outlook.
• The ability to functionally multi-task while maintaining strong detail orientation.