Asst Front Office Manager

ESSENTIAL FUNCTIONS AND GENERAL DUTIES

• Understands and upholds Chico’s Mission, Employment Guidelines, policies and procedures.
• Understands and follows all management policies and promotes Chico culture.
• Leads Front Office operations in the absence of the Director and/or Manager.
• Responsible for handling escalated Guest or Employee issues as needed.
• Responsible for working along team members as scheduled. Acts as MOD as needed.
• Assists the Director with on-boarding/training new employees.
• Coaches, mentors and develops Front Office Team members.
• Addresses conflicts privately and uses proper documentation.
• Aids in monitoring job satisfaction and individual development of staff.
• Leads department training on all duties and tasks.
• Answers telephone calls from guests seeking to make or cancel reservations.
• Greets arriving guests, assigns rooms, issues keys, collects guest payment and billing information.
• Answers guest requests for any special needs while in house.
• Assists dissatisfied guests, and finds ways to resolve issues to the guest’s satisfaction.
• Assists guests with concierge services, as available, to include ground transportation, restaurant reservations, information about the property and locale.
• Responsible for accurate accounting of cash drawers and other accounting processes.
• Responsible for daily opening and closing procedures.
• Responsible for following protocol for call-in and/or covering shifts.
• Responsible for providing Great Service to guests and team members.
• Responsible for upholding departmental dress code and personal hygiene standards.
• Participates in Chico’s Passport program.
• Attends necessary classes and facilitates team members completion of Passports in the prescribed time frame.
• Responsible for maintaining cleanliness and organization in departmental work area.
• Helps host department huddles to include department training, performance measures, safety issues, and Chico Culture.

Knowledge, Skills And Abilities Desired

• Passion for creating exceptional guest experiences.
• Knowledge of front office and/or housekeeping operations in a hotel setting.
• Proven experience as an effective manager.
• Excellent communication skills.
• Core Customer Service skills and training.
• Knowledge of Tech/Software platforms used in daily work.
• Ability to multi-task and work with high detail.
• Ability to work at computer station for extended periods of time.