Assistant Front Office Manager

Description:

Our Front Desk Agents are the first face our guests see, and we want it to be a welcoming and friendly one. They are responsible for greeting and registering the guest, providing outstanding guest service during their stay, and settling the guest's account upon completion of their stay. The Front Office Manager assistant needs to set an example for the agents as well as oversee their job performance.

RESPONSIBILITIES:

• Support the Front Office Manager in overseeing all front desk operations.
• Approach all encounters with guests and associates with a smile.
• Handle check-ins and check-outs in a friendly, efficient, and courteous manner.
• Obtain all necessary information when taking room reservations.
• Answer guest inquiries about hotel service facilities and hours of operation.
• Be aware of all rates, packages, and special promotions.
• Maintain an up-to-date working knowledge of all property amenities, as well as any special events, local area attractions, and things to do near the hotel.
• Operate Front Desk computer system.
• Receive, log and distribute packages, mail, and messages as needed to guests and meeting rooms.
• As needed deliver guest items such as luggage, newspapers, amenities or other items requested by guests or team members
• Have knowledge of and assist in emergency procedures as required.
• Help maintain productivity levels at or above budgeted standards.
• Assist in training of new hires and current associates on a regular basis.
• Handle escalated guest issues and step into the Front Office Manager role when needed. 
• Perform any other duty as required by management.

Requirements:

QUALIFICATIONS:

• At least 2 to 3 years of progressive experience in a hotel or a related field required. 
• High School diploma or equivalent required.
• College course work in related field helpful.
• Previous supervisory responsibility preferred.
• Must be fluent in English, both written and verbal
• An operational knowledge of Microsoft Office suite 
• Willing and able to stand for long periods of time
• Able to work with little or no supervision
• Demonstrate the ability to multi-task, be detail-oriented, and be able to problem solve. 
• Must work well in stressful high pressure situations. 
• Must be willing and have the ability to work a varied schedule that may include evenings, nights, weekends, and holidays