Assistant Front Office Manager - Sheraton Indianapolis City Centre

Remington Hospitality•Indianapolis, IN

6h•Onsite

About The Position

The Assistant Front Office Manager is responsible for anticipating guest needs, maintaining positive guest relations, and ensuring efficient hotel check-in and check-out processes. This role involves managing front office staff, resolving guest complaints, operating the MICROS system, and coordinating with other hotel departments. The position also requires assisting the General Manager with special requests and operational needs.

Requirements

High work ethic, self-initiative, independent judgment
Proven customer service and problem-solving experience
Regular attendance according to established guidelines
May be required to work varying schedules to reflect the business needs of the property
Focus and maintain attention to tasks, and complete work assignments on time despite frequent interruptions
Ability to work in a standard office environment.
Prolonged periods of sitting at a desk and working on a computer. (6-8 hours a day)
Occasional standing and walking throughout the workday.
Frequent fine motor skills, use of hands and fingers for keyboarding/typing, utilizing a mouse or trackpad, writing, and operating office equipment.
Ability to communicate effectively verbally and in writing.
Occasionally required to stand, walk, bend, reach, or carry items.
Ability to lift and/or move 10–25 pounds as needed (e.g., files, office supplies).
Visual ability to read from a computer screen and printed materials including close visual focus for extended periods and color differentiation (for certain roles).
Ability to hear and participate in conversations and meetings, use phone and/or headset

Nice To Haves

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Responsibilities

Anticipate guest needs, respond promptly, and acknowledge all guests, maintaining positive guest relations at all times.
Greet and communicate cordially with guests, promptly and professionally checking them in and out of the hotel.
Ensure proper staffing levels of front office associates, including interviewing, hiring, supervising, training, and scheduling front desk agents, front office supervisors, guest service aides/bell staff, concierge staff, and PBX operators.
Have complete understanding of Front Office staff's job descriptions and duties and be able to perform duties at any given time.
Resolve guest complaints, ensuring guest satisfaction in each interaction. Manage guest resolution process to include investigation of situation and creative problem solving to ensure guest is satisfied with outcome.
Accurately manage and operate the MICROS system at the front office, including all daily transactions and those which are not performed often.
Communicate with Housekeeping and Engineering Departments regarding guest rooms, requests, and maintenance requests/needs.
Assist the General Manager by handling special requests, group blocking, and unusual circumstances.