Assistant Front Desk Manager

Job Description

Job Description

Position Overview:

The Assistant Front Desk Manager is responsible for creating a welcoming first impression and second arrival experience for all guests staying at or coming to the hotel. Additionally, they will assist guests in answering questions about the hotel, local area, attractions and events and provide recommendations and directions. The Assistant Front Desk Manager reports directly to the Senior Front Desk Manager on duty.

Major Duties & Responsibilities:

• Provide an issue free environment through motivation, support, empowerment and development of crew members.
• Always extend professionalism and courtesy to fellow crew members and guests.
• Deliver unparalleled service above and beyond the norm to exceed customer expectations.
• Post charges from retail into the OPERA system and obtain payment from the guest.
• Learn the Hotel night audit systems and perform respective duties when scheduled to work the night audit shift.
• Assist guests with luggage requests.
• Solicit and communicate guest feedback for continuous improvement.
• Own customer complaints and issues and empower oneself to seek immediate resolve.
• Ensure timely follow up on matters involving other departments and communicate back to guests.
• Demonstrate self-confidence, energy and enthusiasm always.
• Always extend professionalism and courtesy to crew members and guests.
• Attend pre-shift meetings and be current on all in-house events and citywide attractions.
• Provide and assist guests with general services and information that enhances the YOTEL guest experience.
• Maintain current listings of area attractions, activities and transportation timetables.
• Maintain current YOTEL’s information including Food and Beverage hours of operation and upcoming events.
• Ensure thorough knowledge of safety and emergency procedures.
• Maintain absolute cleanliness and ordinance of all areas and displays at Mission Control.
• Ensure cash transactions are in full compliance with standard operating procedures and exercise great care in each instance.