Assistant Front Office Manager - DAM

Remington Hospitality • Romulus, MI

2d • Onsite

About The Position

This role involves anticipating guest needs, maintaining positive guest relations, and professionally managing check-ins and check-outs. The Assistant Front Office Manager is responsible for ensuring proper staffing levels by interviewing, hiring, supervising, training, and scheduling front desk associates. This position requires a complete understanding of Front Office staff duties and the ability to perform them as needed. A key responsibility is resolving guest complaints to ensure satisfaction, which includes investigating situations and employing creative problem-solving. The role also involves accurately managing the MICROS system, communicating with other departments regarding guest rooms and maintenance, and assisting the General Manager with special requests and unusual circumstances.

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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed