Asst. Front Office Manager

The Riverfront Hotel•New Orleans, LA

7d•Onsite

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 also supports guest reception, staff training and supervision, hotel communications, and the resolution of guest concerns. Two overnight shifts are part of the position, and long hours may sometimes be required.

Requirements

A four-year college degree.
At least one year of related experience.
Supervisory experience.
Proficiency in Windows and company-approved spreadsheet and word-processing applications.
Ability to communicate effectively, verbally and in writing, with employees and guests at all levels.
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 understand and evaluate complex information and data from various sources.
Ability to stand for the entire shift and perform light physical work: exert up to 20 pounds of force occasionally and/or up to 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
Ability to work long hours sometimes; the position includes two overnight shifts.

Nice To Haves

Labor experience.
OPERA experience.

Responsibilities

Work with Sales and Reservations to fulfill special requests for groups and VIPs.
Assist with daily guest reception and perform Front Desk Assistant duties, including registering guests, using upselling techniques, and preparing for group check-ins and check-outs and 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; train new hires and interview, hire, and train guest services agents.
Maintain 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.
Stay informed about hotel events and functions during shifts.
Maintain a house bank and accurate daily receipts and deposits; work with basic financial data.
Promote hotel services, facilities, and outlets; provide information about local attractions and directions, using the James Report to increase guest satisfaction.
Assist with reservations and PBX duties as needed.
Resolve guest complaints, communicate problems and unhappy guests to Management, and follow up on guest requests to ensure satisfaction.
Anticipate guest needs, maintain relationships with repeat guests, and accommodate their special requests.
Supervise a shift when needed and participate in Manager on Duty coverage as required.
Review and update the communication log book each shift and communicate hotel policies and procedures to team members.
Know and assist with emergency procedures.
Attend mandatory meetings and training classes and complete assigned checklists.
Maintain regular attendance, professional appearance, grooming, and compliance with hotel standards and regulations.
Identify problem areas and help implement solutions; handle, anticipate, prevent, identify, and solve problems.
Maintain knowledge of key hotel personnel and nearby amenities, transportation, retail, theaters, pharmacies, and restaurants.