Assistant Front Office Manager

Mainsail Lodging & Development • Spartanburg, SC

11d • Onsite

About The Position

The Assistant Front Office Manager will be responsible for supervising front office staff. Assist staff with expediting problem payments (e.g., problems processing credit card). Follow up with guest regarding satisfaction with guest-related issues. Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key. Process all payment types such as room charges, cash, checks, debit, or credit. Set up accurate accounts for each guest upon check-in (i.e., sharewiths, separate room/tax/incidentals, comp). Anticipate sold-out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations. Block rooms in the computer and identify designated requirements and requests. Contact appropriate individual or department (e.g., Engineering, Housekeeping) as necessary to resolve guest call, request, or problem. Coordinate with Housekeeping to track readiness of rooms for check-in. Balance and drop receipts according to Accounting specifications. Assist management in training, motivating, and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager; complete 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

• Enthusiastic, fun, and energetic personality

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
• 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 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 & 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
• Showcasing the hotel to each guest
• 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

Benefits

• Medical
• Dental & Vision
• HSA & Flexible Spending Account
• Basic Life & Disability Plan
• 401(k) Retirement Plan
• Paid Time Off & Volunteer Time Off
• Holiday Pay & Bereavement Leave
• Growth & Development Opportunities
• Tuition Reimbursement
• Employee Assistance Program
• Travel Discounts for hotel team members through Marriott Explore Program
• FREE meal (full-service hotel team members only)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED