Assistant Front Office Manager

Arbor Lodging•Rosemont, IL

5d•$57,000 - $65,000

About The Position

Arbor Lodging is a leading hotel investment and management company with a growing portfolio of hotels throughout the United States, Mexico, and the Caribbean. We have been entrusted by numerous partners and are approved managers for Marriott, Hilton, Hyatt, and IHG. Our service ethos is proactive and holistic, fostering an environment where guests feel truly welcomed and supported at every interaction. Our culture is people-focused, data-driven, and results-oriented. Summary: The Assistant Front Office Manager (AFOM) is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk and is the lead Front Desk support for the Rooms Operations Manager. The main focus of the role is the training, supervising, and scheduling of the front desk team. This role also assists the Operations Manager with the accounting and human resources functions of the Front Office. The AFOM serves as the lead point person with regard to the Front Desk technology systems and in-house guest marketing initiatives. The AFOM also represents the hotel with all guests in absence of the General Manager and Rooms Operations Manager. Will also function as a Guest Service Agent.

Requirements

High School diploma or equivalent required
Two years of previous hotel front desk experience required
Ability to speak, read, and write fluent English; other languages beneficial
Professional verbal and written communication skills
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances preferred
Problem solving, reasoning, motivating, organizational and training abilities preferred
Experience with Microsoft Office and Opera systems required
Frequently standing up, bending, climbing, kneeling, and moving about the facility
Carrying, lifting or pulling items weighing up to 50 pounds
Frequently handling objects and equipment
Will be required to work mornings, evening, weekends, holidays, and overnights

Responsibilities

Ensure all staff is properly trained on all front desk operations, hotel facilities and services, local directions and safety and emergency procedures.
Ensure all staff has the supplies needed to effectively carry out their job functions
Supervise the front desk and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information
Responsible for the supervision of the security of cash, credit card transactions, and guest information
Supervise the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing.
Work with the hotel’s property management system to maximize revenue through occupancy and rate adjustments based on market conditions
Establish effective Front Desk communication and information system through logs, department meetings, and one-on-one interaction with the staff
Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction.
Respond to guest complaints or concerns in a prompt and professional manner
Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management
Register guests, issue room keys, provide information on hotel services and room location.
Answer phones in a prompt and courteous manner
Supervising the accurate processing all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned cash bank(s)
Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
Regularly sell hotel rooms through direct client contact
Ensure all shifts are adequately staffed and arranges coverage of shifts should an absence occur
Ensure compliance with federal, state and local laws regarding health, safety, and alcohol services
Perform other duties as assigned