Assistant Front Office Manager

Assistant Front Office Manager| JOB DESCRIPTION

LodgeWorks is actively hiring for an Assistant Front Office Manager

Who we are

LodgeWorks is a privately held hotel development and management company. While our name isn't on the hotels themselves, our extraordinary culture is at the heart of our 18 hotels - including our award-winning Archer Hotel boutique collection and our portfolio of other great brands with familiar names, such as Hyatt Place, Hyatt House, Aloft, Hilton Garden Inn and Hampton Inn.

We're thrilled to be considered industry innovators with a rich 35+ year history. Yet, what we are most proud of is the strong family culture we have developed and maintained while growing to 950+ employees nationwide. At LodgeWorks, hospitality is more than just the industry in which we work; it defines everything we do. Maybe it's because we're grounded in Midwestern hospitality (our home office is in Wichita, Kansas, while our hotels are scattered across the U.S.). Or maybe it's because we actively work to make hospitality (with each other, our guests, our clients and partners) the foundation upon which everything is built.


Job overview

The Assistant Front Office Manager is responsible for providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing suite revenue and occupancy. In addition, this position assists the Front Offices Manager and/or Assistant General Manager/Director of Guest Services in the training and supervising of employees. An Assistant Front Office Manager is responsible for the first impressions of our Guests and, therefore must perform the tasks below to the highest standards.

Your day-to-day

• Monitor staffing levels to ensure appropriate coverage for business demand.
• Set departmental objectives, work schedules, policies, and procedures.
• Ensure that team members have current knowledge of hotel products, services, pricing and policies, as well as familiarity of the local area.
• Conduct monthly one-on-one meetings, as well as assist with departmental meetings.
• Check all hotel guests in and out in a confident, professional and personalized manner.
• Welcome and register hotel guests, explain the accommodations, and establish the credit or method of payment.
• Communicate effectively, both orally and in writing, to provide clear direction to staff.
• Comply with LodgeWorks' standards and regulations to encourage safe and efficient hotel operations.
• Use hotel communication tools to log and notify fellow associates and supervisors of pertinent information.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for the team and other associates; know and communicate hotel emergency procedures; inform and assist guests in emergencies.
• Administer counseling and discipline to team members as necessary, and provide training and recognition to employees at all levels to maintain a team-oriented environment.
• Assist in Recruiting, manage, train and develop the Front Office Team.
• Motivate and celebrate Team Member Success.
• Analyze, generate reports and communicate information to employees and appropriate departments.
• Monitor and control guests' credit status to ensure that payment is collectible and received on time. Perform regular follow-up for pending payments to ensure that they are collected.
• Assist in monitoring and assessing service and satisfaction trends, evaluate and address issues and make improvements accordingly.
• Maintain good communication and working relationships with all departments.
• Meet or exceed budgeted profit goals and maintain labor efficiency ratios to ensure excellent guest service and cost-effectiveness.
• Comply with local and LodgeWorks' hotel security, fire regulations and all health and safety policies.
• Understand and enforce all cash handling, check handling, tax exempt and credit policies.
• Maintain accuracy and thoroughness of various reporting requested on a daily, weekly and monthly basis.
• Engage with guests and follow up to ensure complete resolution; respond to guest feedback, looking at such as an opportunity to build guest satisfaction.
• Maintain a high level of confidentiality.
• Implement changes that could improve service and increase operational efficiency.
• Assist in any other task or duties as requested by management.

Who you are

• A team player with a heart for hospitality.
• Entrepreneurial at heart and innovative in mind.
• A long-term thinker.
• Customer-focused, with guests, clients and employees at the forefront of your thinking.
• Nimble and able to adapt to change quickly.
• Committed to sharing and togetherness and value the family mindset of our organization.
• Aware that a good reputation is a huge asset to a hotel and committed to being a representative of that great reputation.
• An excellent communicator.
• Naturally curious and value listening to solve problems.
• Comfortable following directions, guidelines and work objectives.
• Capable of exerting up to 40 pounds of force occasionally.
• Capable of standing for an entire or shift or for an extended amount of time.
• Capable of reaching overhead, utilizing both hands, leaning over, stooping and kneeling.
• A plus: Practiced, with six months' related experience in hospitality or a service industry.
• A must: Eager to be part of a great work culture and team.

Benefits

We are proud to offer competitive wages and the following benefits for full-time employees:

• PTO
• Hotel and restaurant discounts available at select LodgeWorks properties
• Health, vision and dental benefits
• 401(k) plans with matching contributions
• Paid holidays
• Short-term and long-term disability (company sponsored)
• Referral bonuses
• Flexible spending accounts

LodgeWorks is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.