Assistant Front Office Manager

Charlestowne Hotels•Memphis, TN

3d•Onsite

About The Position

The Assistant Front Office Manager’s primary role is to ensure high quality service and leadership for the Front of House operations. The individual is responsible for oversight and leadership of the Front Desk team and providing support for all operations. The individual will be well versed in Front Office operations to assist the Agents with guest concerns and overall guest service. The Assistant Front Office Manager will also act as a Manager on Duty during some of their shifts. The Assistant Front Office Manager will report to the Front Office Manager and ultimately the General Manager.

Requirements

2 years’ experience as a Guest Service Agent, Supervisor or Manager, preferably with a full-service property
Management experience required
Must have experience at properties of similar size and quality
Proficiency in Microsoft applications is required
Proven record improving guest service and satisfaction
Clear, concise written and verbal communication skills
Excellent service & communication skills
Strong technical skills
Excellent time management skills
Strong organizational skills
Computer and telephone skills required
Excellent listening skills
Exceptional detail in follow-up
Excellent safety and sanitation skills
Creative problem solving skills
Basic mathematical skills required
Strong attention to detail
Ability to sell concepts and ideas to management, peers, and employees
Ability to clearly and concisely present technical subjects
Demonstrate ability to lead by example
Abilities to inspire, train, and develop people for promotion
The ability to work well as a team as well as individually at times
Ability to multi-task in a high paced environment
Ability to read, speak, write, and understand English
Must be adaptable and flexible to change
Ability to work a flexible schedule and be able to work weekends and holidays
To remain calm and professional at all times
Ability to work under varying weather conditions
Be able to make quick decisions and possess good judgment

Nice To Haves

Front Office Accounting experience preferred

Responsibilities

Responsible for the adherence and enforcement of all Hotel policies and procedures
Responsible for maintaining the highest levels of professionalism and decorum amongst all the staff
Monitor inventory control and ordering procedures for Front Office and guest supplies
Organize and execute all training of Front Desk Agents
Oversee Front Desk Agent scheduling and requests
Perform coaching and counseling of all Front Desk Agents, Night Auditors, Bellstaff, and PBX operators as needed to enforce standards
Create a comprehensive training program instilling a culture of service and follow through
Acts as a liaison between the Front Office and the Reservations/Sales team
Is intimately involved in troubleshooting and drilling down to determine and eliminate guest issues
Actively participate in cleanliness of all facilities
Handle any guest complaint or issue in a professional manner
Documents and communicates associate challenges
Complete a daily MOD Report to communicate guest opportunities and other information
Assist the Front Desk with all aspects of operations including check-in and check-out process
Maintain excellent relations with all local, state, city and federal police agencies and fire marshals
Review all potential safety and security issues and implement corrective action steps
Responsible for knowing all emergency procedures
Conduct walk-throughs of the property at a minimum of twice per day
Assist in projects and other duties as directed by the Director of Operations and the General Manager
Coach associates how to resolve and de-escalate conflicts
Instill a calm, organized approach in all situations
Assists in welcoming and escorting VIP’s and other guests
Assist as Manager on Duty at the hotel
Assume responsibility/accountability
Work closely with Housekeeping, Engineering, Catering and Sales to assure groups and special functions are handled smoothly
Comply with house policies and procedures
Attend all management training as requested by Front Office Manager, the Human Resources Manager and/or the General Manager
Follow/enforce company policies and procedures
Ability to create, develop and make formal presentations using audio/visual aids
Create courteous, friendly, professional work environment
Provide overall direction, coordination, and ongoing evaluation of operations
Ability to quickly evaluate alternatives and decide on a plan of action
Report all safety hazards and suspicious person or activities to Security
Know all safety and emergency procedures and your role in assisting during these times
Will be required to work a varied schedule that may include evenings, nights, and week-ends
Associate is held accountable for all duties of this job