Assistant Front Office Manager

LM SERVICES CORPORATION GROUP•St. Louis, MO

1d•$21 - $21•Onsite

About The Position

Seeking leader minded, initiative taking Assistant Front Office Manager personnel to oversee and support the front office department to ensure compliance with Marriott operating procedures, standards of total guest satisfaction. This individual would also be responsible for helping front desk staff complete the registration process by obtaining data from the guest and/or reservations print out, inputting information via computer or through a manual process and confirming pertinent information (number of guests in room, room preference, special requests and departure date) if need be.

Requirements

Ability to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
Ability to read English sufficient to ascertain information from luggage tags and claim checks to write numbers and names on claim checks and rooming lists.
Ability to stand for long periods of time.
Ability to read, listen and communicate effectively in English, both verbally and in writing.
Ability to access and accurately input information using a moderately complex computer system.
Hearing and visual ability to observe and detect signs of emergency situations.
Must possess basic computational ability.
Must possess basic computer skills.
Hotel Front Desk : 3 years (Required)
Day Shift (Required)
Evening Shift (Required)
Night Shift (Required)

Responsibilities

Greet customers immediately with a friendly and sincere welcome.
Use a positive and clear speaking voice, address the guest by name, listen carefully to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
Confirm room rate visually, do not announce it.
Select room in accordance to the guest’s needs, i.e.: number of beds, smoking/non-smoking, ground floor, etc.
Provide folders containing room keys, non-verbally confirming the room number.
Complete reservation requests utilizing similar format as check in process.
Promptly answer the telephone, within three rings at the service promise help desk and front desk.
Close guest accounts at time of check out and ask the guest how they enjoyed their stay.
In the event of dissatisfaction or dispute, negotiate compromise, which may include authorizing revenue allowances.
Remain calm and alert, especially during peak check in/check out times or during heavy hotel activity or in the event of an emergency.
Problem solve to resolve customer issues.