Asst. Front Office Manager

Assistant Front Office Manager Compensation USD $72,000.00 - $74,000.00 per year. Overview The Assistant Front Office Manager ensures the operation of the Front Office in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy. Responsibilities Works closely with Sales and Reservations to fulfill special requests for groups, VIPs, etc. Assist daily in the guest reception. Responds daily to all social media feedback, following up with guests as well as internally. Communicates effectively and genuinely with guests, team members and other departments. Assists and often leads guest service training initiatives within the front office department. Maintains a friendly and caring demeanor at all times in a fast‑paced environment. Maintains a professional image at all times that falls within the hotel and company guidelines for appearance and dress. Demonstrates teamwork by cooperating and assisting colleagues as needed. Provides all Front Desk Assistant job duties such as registering guests into the hotel promptly and courteously, using up‑selling techniques to maximize room rates; preparing for group check‑ins and check‑outs, and VIP arrivals. Maintains and updates all guest profiles. Reviews all daily and future reservations to accommodate special requests, makes amenity cards, and works closely with IRD and PH to communicate all F&B requests. Works with all new hires for front‑desk training. Interviews, hires and trains guest services agents. Becomes informed of events/functions in the hotel during shifts. Maintains a house bank and keeps an accurate report of daily receipts and deposits. Is able to work with and understand basic financial data and information. Is able to find guest‑centric solutions. Promotes hotel services, facilities and outlets, provides the guest with information such as local attractions and directions, using the James Report to increase guest satisfaction. Is able to take or assist with reservations. Is able to assist at PBX. Resolves guest complaints to the satisfaction of the customer by being guest‑centric, friendly and caring; communicates to Management any problems, complaints or unhappy guests. Is intuitive to guest needs, anticipates needs in job performance, being proactive instead of reactive. Responds quickly to all guest requests in a caring, friendly, and professional manner, consistently following up to ensure guest satisfaction that meets and exceeds our service standards. Maintains a good relationship with repeat guests and their special requests. Is able to supervise a shift when needed. Works closely with Sales and their VIP clients. Stays current with developments in the hotel by reviewing the communication log book each shift; updates the log book for next shifts and communicates effectively the policies and procedures to other team members of the hotel. Has knowledge of and assists in all emergency procedures as required. Attends all mandatory meetings and training classes. Has knowledge of the names, titles and positions of key people within the hotel. Has knowledge of the hotel's surrounding area, such as pharmacies, theaters, public transportation, retail, and restaurants. Completes all checklists as assigned. Qualifications A 4‑year college degree and at least 1 year of related experience required. Supervisory experience required; labor experience and OPERA experience preferred. Must be proficient in Windows, company‑approved spreadsheets and word processing. Long hours sometimes required; two overnight shifts with this position. Light work – exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Ability to stand during the entire shift. Maintain a warm and friendly demeanor at all times. Must be able to effectively communicate both verbally and in writing with all levels of employees and guests in an attentive, friendly, courteous and service‑oriented manner. Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests. Must be able to multitask and prioritize departmental functions to meet deadlines. Approach all encounters with guests and employees in an attentive, friendly, courteous and service‑oriented manner. Attend all hotel required meetings and trainings. Participate in M.O.D. coverage as required. Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel. Maintain high standards of personal appearance and grooming, including wearing nametags. Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations. Maximize efforts toward productivity, identify problem areas and assist in implementing solutions. Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary. Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives. #J-18808-Ljbffr Highgate Hotels, LP