Asst. Front Office Manager

Highgate Hotels

11d

About The Position

The Assistant Front Office Manager ensures the Front Office operates in an attentive, friendly, efficient, and courteous manner. The role provides guests with quality service before and throughout their stay while helping maximize room revenue and occupancy. The position supports front desk operations, guest services, staff training and supervision, and coordination with other hotel departments.

Requirements

• Four-year college degree.
• At least 1 year of related experience.
• Supervisory experience.
• Proficiency in Windows and company-approved spreadsheet and word-processing software.
• Ability to communicate effectively verbally and in writing with employees and guests.
• Ability to listen to, understand, and clarify concerns raised by employees and guests.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Ability to handle problems by anticipating, preventing, identifying, and solving them.
• Ability to understand and evaluate complex information and data from various sources.
• Ability to stand for the entire shift and exert up to 20 pounds occasionally and/or up to 10 pounds frequently or constantly.
• Maintain regular attendance and high standards of personal appearance and grooming, including wearing a nametag.
• Long hours are sometimes required, and the position includes two overnight shifts.

Nice To Haves

• Labor experience.
• OPERA experience.

Responsibilities

• Work closely with Sales and Reservations to fulfill special requests for groups and VIPs.
• Assist with guest reception and perform Front Desk Assistant duties, including registering guests, preparing for group check-ins and check-outs, and handling VIP arrivals.
• Respond to social media feedback and follow up with guests and internally.
• Communicate effectively with guests, team members, and other departments.
• Assist with and lead guest service training initiatives, work with new hires on front desk training, and interview, hire, and train guest services agents.
• Maintain and update guest profiles and review daily and future reservations to accommodate special requests.
• Prepare amenity cards and coordinate food and beverage requests with IRD and PH.
• Use up-selling techniques to maximize room rates and promote hotel services, facilities, and outlets.
• Maintain a house bank and accurately report daily receipts and deposits.
• Assist with reservations and PBX duties as needed.
• Resolve guest complaints, communicate guest problems and complaints to management, anticipate guest needs, and follow up on requests to ensure satisfaction.
• Maintain relationships with repeat guests and attend to their special requests.
• Supervise a shift when needed and participate in Manager on Duty coverage as required.
• Stay informed about hotel events and functions, review and update the communication log book, and communicate policies and procedures to team members.
• Know and assist with emergency procedures, attend mandatory meetings and training, and complete assigned checklists.
• Provide guests with information about local attractions, directions, and nearby services and amenities.
• Maintain a professional appearance and demeanor, cooperate with colleagues, and comply with hotel standards and regulations.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program
• Educational opportunities and tuition reimbursement
• Paid jury duty, personal, medical, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level