Assistant Front Office Manager

Crescent Careers•Quincy, MA

About The Position

Due to an internal promotion, we have an excellent opportunity for a guest service star to join our front office management team! Excellent benefits include medical/dental/vision, company-paid life and short/long-term disability insurance, matching 401k, free meals, hotel discounts, and more! JOB OVERVIEW: Supervise the daily operations of the Front Office staff to maximize revenues and profits while attaining optimal guest satisfaction.

Requirements

Must have the ability to communicate in English.
Self-starting personality with an even disposition.
Maintain a professional appearance and manner at all times.
Can communicate well with guests.
Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
Ability to access and accurately input information using a moderately complex computer system.
Ability to stand, walk and continuously perform behind the front desk.
Ability to observe and detect signs of emergency situations.
Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
Ability to establish and maintain effective working relationships with associates, customers and patrons.

Responsibilities

Assist with interviewing, hiring, training, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate.
Supervise guest service agents, PBX operators, bell staff, and van drivers during shift
Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
Respond to guests’ special requests, needs, problems, issues, and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
Comply with attendance rules and be available to work afternoon with open availability.
Perform any other job related duties as assigned.