Assistant Front Office Manager

The ideal candidate for this Assistant Front Office Manager position should have a minimum of 3 years of guest services experience - 1 year of supervisory & 2 years front desk agent to be able to assist in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchiser policies and procedures while meeting/exceeding financial goals.

We are a drug-free workplace and participate in E-Verify.

What you will be doing

Roles and Responsibilities: This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

• The position is responsible for the short-term planning and day-to-day operations of the Front Office Department. The major areas of responsibility/management include Front Desk and Transportation.
• Implement company/brand programs and manage the operations of the Front Office to ensure compliance with LSOPs and SOPs and to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
• Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
• Prepare forecasts and reports and assist in the development, implement and monitor the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service.
• Manage the Human Resources in the department to attract, retain and motivate the employees; train, develop, empower, coach and counsel, resolve problems, provide open communication vehicles, discipline as appropriate.

Requirements: Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including Holidays and weekends) to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

• IHG Brand experience preferred but not required.
• 1 to 3 years hospitality related experience, including front desk operations experience - 1 year of supervisory & 2 years front desk agent.
• Experience in a Union environment a plus
• A proactive approach to problem-solving and decision-making.
• Excellent communication skills, both verbal and written
• Proficient personal computer skills inclusive of e-mail, record-keeping, word processing, and spreadsheets, etc.
• Prioritize tasks, handling multiple tasks/projects simultaneously.
• Strong attention to detail with proofreading capabilities.
• A proactive approach to problem-solving and decision-making.

Qualifications:

• Proficiency in front desk operations and hotel management systems, particularly OPERA
• Ability to handle multi-line phone systems and provide effective guest relations
• Bilingual or multilingual capabilities are a plus

Friendwell Managed Hotels function twenty-four hours a day, seven days a week, 365 days a year. As a part of the hospitality industry a hospitable service atmosphere must be maintained at all times. All employees are required to project a friendly, welcoming, and positive attitude.