Assistant Front Office Mgr

About the role

The Hiltons on Canyon, located in the heart of Boulder, offers a unique urban retreat experience. This property provides perks such as Sage Hotel & Restaurant discounts, medical, vision, and dental insurance (for full-time employees), paid vacation and sick time, and a 401(k) plan with company match.

Responsibilities

• Step up to greet and check-in guests, ensuring they are satisfied and in their rooms as requested.
• Facilitate guest check-out, closing accounts and ensuring guests are satisfied.
• Ensure the team regularly calculates and posts guest accounts, presenting timely and precise charges and maintaining accurate records.
• Answer inquiries and accept reservations, communicating hotel rates and information, and suggesting room rates to increase occupancy and revenue.
• Keep up-to-date with in-house and local events to respond to guests' questions and concerns promptly and knowledgeably.
• Operate PBX equipment, accepting incoming calls, assisting outgoing calls, and scheduling wake-up calls for timely and efficient service.
• Maintain a friendly, cheerful, and courteous demeanor at all times, managing cash transactions and personal bank accounts according to hotel policies.
• Assist and make recommendations to the Assistant General Manager in performance evaluations, discipline, and terminations as needed.
• Coordinate guest service efforts, including group arrivals and departures, and guest transportation, to maximize the guest experience.
• Provide information and assist staff in recommending local restaurants, theaters, and community events to ensure guest satisfaction.
• Greet guests, offer assistance with check-in/check-out, deliver laundry and store luggage, and provide guest transportation as required.
• Order supplies and maintain inventory control to minimize unnecessary expenses.
• Follow up on any complaints or problems a guest may experience, ensuring a quality guest experience.
• Implement emergency training and procedures to protect guests, staff, and company assets.
• Provide a weekly schedule for all Front Office Associates, post by 3pm on Fridays, and cover 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 and all associates are properly trained on Fosse along with other systems/procedures.
• Provide motivation to the department and ensure all Front Office Associate duties are completed daily.
• Attend Safety Committee Meetings and participate in Hotel MOD program education/training.

Requirements

• Total understanding of all hotel front office procedures.
• Working knowledge of guest services and hotel services, policies, or operations.
• High school graduate level mathematical aptitude; knowledge of standard cash handling procedures and computerized cash register systems.
• Past experience in dealing directly with the public and basic customer service skills.
• Fluent in oral and written English.
• Ability to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
• HIGHLY ORGANIZED and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
• Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc.

Qualifications

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

Skills

• Tact and understanding when dealing with customer service problems.
• Highly organized and able to pay attention to minute details.
• Excellent comprehension and literacy skills.
• Fluent in oral and written English.
• High school graduate level mathematical aptitude.
• Knowledge of standard cash handling procedures and computerized cash register systems.
• Past experience in dealing directly with the public.
• Ability to use computer, calculator, and telephone keyboards.

Benefits

• Medical, dental, and vision insurance.
• Health savings and flexible spending accounts.
• Basic life and AD&D insurance.
• Paid time off for vacation, sick time, and holidays.
• Employee Assistance Program.
• Tuition reimbursement.
• Great discounts on hotels, restaurants, and more.
• RTD EcoPass, usable across all bus and rail lines.
• Eligible to participate in the Company's 401(k) program with employer matching.

Pay

USD $57,800.00 /Yr.

Schedule

Shift work, 95% inside, 5% material/equipment used.