Assistant Front Office Manager

Responsible for coordinating the provision of world-class front desk services to hotel guests , reporting directly to the Front Office Manager. Directs the exceptionally friendly, professional, and efficient welcome registration, rooming and account settlement for hotel guests. Ensures prompt and complete satisfaction of guest requests and professional and timely resolution of guest complaints. Maintains accurate occupancy data and assists in maximizing daily rooms revenue through the application of effective yield management sales strategies. Supervises Front Desk, Shuttle and Door person. Trains, monitors and supervises the performance of all Guest Services employees.

Job Specifics?

• Assists with the coordination of the exceptionally friendly, professional and seamless reception, registration, rooming and account settlement for all hotel guests
• Ensures the satisfaction of all guest requests and the resolution of all complaints received by the Guest Services Team
• Assists with the development and updating of guest rooming procedures
• Assists with the development and management of repeat guest and Embassador programs
• Ensures adherence to all hotel cashier and credit policies
• Monitors cashier accuracy and over and short data, taking action and providing additional training as necessary
• Assists in establishing and ensuring adherence to all IHG Brand standards.
• Evaluates changes in guest needs, the hotel’s guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and to maintain market dominance and exceptional financial returns
• Interacts frequently with guests to ensure total satisfaction with hotel services
• Assists in recruiting and interviewing all Guest Services staff
• Provides training for all Guest Services employees
• Evaluates individual employee performance, determining improvement and training needs and advancement requirements
• Monitors the occupancy status of all due-out rooms
• Maintains accurate records detailing hourly house counts
• Reviews Group Resumes and Billing Profile information, ensuring communication of all necessary information to Guest Services personnel
• Works with Conference Managers and Sales Managers to satisfy all special group requests
• Pre-registers special guests and maintains up-to-date system status
• Assists in ensuring the provision of all appropriate information and collateral materials to package guests
• Assists in ensuring accurate communication of information to guests regarding all hotel facilities and operating hours
• Ensures the clean and excellent condition of front drive, lobby and Front Desk area
• Attends appropriate meetings
• Other duties as assigned

General

• Promotes and applies teamwork skills at all times
• Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
• Is polite, friendly, and helpful to guests, management and fellow employees
• Executes emergency procedures in accordance with hotel standards
• Complies with required safety regulations and procedures
• Attends appropriate hotel meetings and training sessions
• Maintains cleanliness and excellent condition of equipment and work area
• Complies with hotel standards, policies and rules
• Recycles whenever possible
• Remains current with hotel information and changes
• Complies with hotel uniform and grooming standards

Qualifications

• Bachelor Degree in Hospitality Management or related field or equivalent experience
• Minimum two years hotel operations management experience
• Extensive knowledge of all hotel departments. Excellent communication skills – oral and written
• Excellent guest service skills
• Strong leadership skills
• Knowledge of computer programs used in property management
• Ability to work flexible schedule to include weekends and holidays

Job Type: Full-time-Salaried

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee IHG discount
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance