Assistant Front Office Manager - Spartanburg Marriott

Mainsail Lodging & Development•Spartanburg, SC

3d•Onsite

About The Position

The Assistant Front Office Manager will be responsible for supervising front office staff. This role involves assisting staff with expediting problem payments, following up with guests regarding satisfaction with guest-related issues, and processing all guest check-ins by confirming reservations, assigning rooms, and issuing and activating room keys. The position also includes processing all payment types, setting up accurate guest accounts, anticipating sold-out situations and finding alternative accommodations when necessary, blocking rooms in the computer, and identifying designated requirements and requests. Additionally, the Assistant Front Office Manager will coordinate with appropriate departments to resolve guest issues, track room readiness with Housekeeping, balance and drop receipts, and assist management in training, motivating, and coaching employees. This role serves as a role model and first point of contact for the Guarantee of Fair Treatment/Open Door Policy process, and requires reporting accidents, injuries, and unsafe work conditions, as well as completing safety training and certifications.

Requirements

High School diploma or higher
Previous hospitality experience preferred
Excellent phone & customer service skills
Excellent communication skills, both verbal and written
Ability to use technology e.g. tablets, iPads
Ability to sit or stand for extended periods of time
Ability to bend
Ability to lift, pull 40 lbs
Ability to communicate clearly
Ability to work long hours as needed
Make sound judgments quickly
Work on multiple tasks, making appropriate progress towards deadlines
Able to work independently, take direction, and provide direction to others
Manage differing personalities within the office, the hotel, and the community
Maintain the highest degree of confidentiality
Ability to work effectively in stressful, high pressure situations
Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary

Nice To Haves

Previous hospitality experience preferred

Responsibilities

Supervising front office staff
Assisting staff with expediting problem payments
Following up with guests regarding satisfaction with guest-related issues
Processing all guest check-ins by confirming reservations, assigning room, and issuing and activating room key
Processing all payment types such as room charges, cash, checks, debit, or credit
Setting up accurate accounts for each guest upon check-in (i.e., sharewiths, separate room/tax/incidentals, comp)
Anticipating sold-out situations and obtaining satisfactory alternative accommodations when the property cannot accommodate guests with reservations
Blocking rooms in the computer and identifying designated requirements and requests
Contacting appropriate individual or department (e.g., Engineering, Housekeeping) as necessary to resolve guest call, request, or problem
Coordinating with Housekeeping to track readiness of rooms for check-in
Balancing and dropping receipts according to Accounting specifications
Assisting management in training, motivating, and coaching employees
Serving as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process
Reporting accidents, injuries, and unsafe work conditions to manager
Completing safety training and certifications
Learning and excelling in Opera PMS system
Assisting in managing & motivating front desk personnel
Assisting with guest luggage
Providing room quotes and upselling to guests when possible
Interacting with guests and sharing hotel knowledge using personalization such as using the guest name
Maintaining guest confidentiality
Maintaining knowledge of hotel and brand rewards
Providing local information for shopping, dining, nightlife, and recreational destinations
Receiving, storing, and delivering luggage and mail
Making travel arrangements for guests to include sightseeing and other tours
Assisting with coordination between Housekeeping and Front Desk
Verifying charges / collecting payment from guests for room stays
Responding to guest inquiries
Following scheduled shifts and break and lunch requirements
Reporting any suspicious activity or unusual items in room
Reporting any irregular behavior from guests in public areas and/or in room
Taking initiative and handling assignments with limited supervision
Following all hotel policies and procedures as outlined in the team member handbook
Maintaining cleanliness and order of work area
Ensuring successful performance by assisting guests with an exceptional experience to ensure high performing scores on the GSS according to Marriott