Assistant Front Office Manger OEM

HEI Hotels & Resorts•Orlando, FL

22h

About The Position

Assist the Front Office Manager in managing Front Office operations to achieve customer satisfaction, quality service, and compliance with corporate and franchise policies and procedures while meeting or exceeding financial goals. Ensure that guest arrivals, departures, and other guest interactions are conducted efficiently and in a friendly manner. The role includes supporting staff training and development, managing labor and expenses, maintaining front office systems and equipment, addressing guest concerns, and coordinating with other hotel departments.

Requirements

At least 1 year of front desk experience.
High school diploma or equivalent.
Proficiency with a PMS system and computer literacy.
Advanced knowledge of the brand's rewards program.
Ability to handle cash and credit transactions.
Maintain a professional appearance and manner.
Thorough knowledge of front office operations and individual job requirements.
Ability to work effectively with internal and external customers, including exercising patience, tact, and diplomacy to defuse anger, gather accurate information, and resolve conflicts.
Ability to manage multiple tasks and maintain excellent organizational skills.
General knowledge of local attractions and transportation.
Ability to stand for four or more hours at a time, with or without reasonable accommodation.
Ability to observe and detect signs of emergency situations.
Ability to establish and maintain effective working relationships with associates and customers.
Ability to remain calm and alert during emergencies or periods of heavy hotel activity and serve as a role model for other associates.
Effective verbal and written communication skills.
Ability to adapt communication style to different audiences.

Nice To Haves

Hotel experience preferred.

Responsibilities

Ensure efficient guest registration, checkout, guest service, and telephone service while applying all brand standards.
Implement company and franchise programs.
Prepare forecasts and reports and assist in developing the Rooms Division budget.
Monitor and maintain front office systems and equipment for optimum performance.
Track guest satisfaction surveys and maximize use of the guest response tracking system.
Train entry-level associates and supervisors.
Develop and implement expense-management controls.
Use labor-management tools to schedule staff and control labor costs.
Interview, hire, train, develop, and support staff; resolve problems, maintain open communication, recommend discipline or termination when appropriate, and ensure timely performance appraisals.
Communicate clear direction to staff verbally and in writing.
Interact positively with customers and resolve problems to maintain high customer satisfaction and service quality.
Ensure compliance with front office, guest service, and PBX procedures and policies, and consistently apply Front Office Quality Standards.
Coordinate activities with other hotel departments to improve communication and guest satisfaction.
Assist with daily room-inventory management to optimize revenue while meeting guest expectations.
Maintain front-desk equipment and par stocks of supplies.
Resolve customer complaints and monitor complaints, operational issues, business flow, and associate performance to anticipate problems and maintain satisfaction and quality.
Build strong relationships with the sales team to discuss and implement strategies that improve occupancy and revenue.
Comply with attendance rules and be available to work regularly.
Perform other job-related duties as assigned.