Front Office Manager Overnight

Location Detroit Downtown Hilton Garden Inn Detroit Downtown 351 Gratiot Ave Detroit, MI 48226, USA Company Overview SPIRE Hospitality is a management company specializing in creating memorable guest experiences and delivering best‑in‑class service at our hotels and resorts across the country. We ensure you have the support, tools and opportunities you need to get the job done, grow as an individual, and excel in your hospitality career. Benefits We offer a comprehensive full‑time benefits package including early pay or earned wage access, medical, dental, vision, pet discount program, identity theft protection, pre‑paid legal support, flexible spending accounts, matched 401K, life, critical illness, short‑ and long‑term disability, paid time off, wellness programs, hotel discounts and more. Responsibilities Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service representatives in details of work. Observe performance and encourage improvement. Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions. Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing keys, certificates, coupons and refreshment center keys as appropriate. Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances. Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash make change and balance an assigned house bank. Accept and record vouchers, traveler checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer. Promptly answer the telephone using positive and clear English language. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested. Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for guest service representatives and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and identifying the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered. Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. This includes nights, weekends and/or holidays. All employees must maintain a neat, clean and well‑groomed appearance (specific standards available). Physical Demands Ability to lift, carry, push or pull 10 lbs Standing and moving about in the guest services and the building throughout the shift Primarily standing for majority of shift Qualifications Education High school diploma or its equivalent Experience Hotel experience required Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge, skills and abilities. No special license required. Two years combined, prior front desk and supervisory experience preferred. Additional language ability preferred. Equal Opportunity Employer Spire Hospitality, LLC is an Equal Opportunity Employer, including disability and veterans. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Hilton-Garden-Inn-Hotel