Assistant Front Office Manager

Crestview Management, LLC • Atlanta, GA

9d • Onsite

About The Position

This role involves managing the Front Desk operations to ensure high guest and employee satisfaction, maximize profitability, and maintain operational standards. The Assistant Front Office Manager will supervise Front Desk staff, perform Manager on Duty duties, and support the Front Office Manager and General Manager in various operational and administrative tasks.

Requirements

• 1 year of Hotel experience (Required)
• Excellent problem solver and effective multi-tasker
• Ability to maintain established operational standards
• Maximize profitability and ensure high guest and employee satisfaction and retention
• Supervise the Front Desk staff
• Experience in Accounts Payable, Accounts Receivable, and Payroll
• Capable of performing MOD duties supervising the entire hotel in the absence of the Front Office Manager
• Energetic, proactive, takes calculated risks, and perseveres to attain goals
• Possess a basic knowledge of hotels and an advanced knowledge of customer service
• Excellent communication skills
• Skilled at establishing effective relationships with customers and internal partners; promoting openness, trust and confidence in one's intentions
• Requires effective reading, writing and oral comprehension
• Service orientation
• Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
• Excellent verbal and written communication skills and organizational skills are very important
• Must be able to think clearly, analyze and resolve problems, while exercising good judgment. You must also be able to remain calm and courteous in demanding situations
• Must be proficient in general computer knowledge and able to train and monitor the process of sending referrals, setting traces and profiling accounts
• Strong understanding of customer and market dynamics and requirements

Nice To Haves

• High school or equivalent (Preferred) education
• 1 year of Front Desk experience (Preferred)

Responsibilities

• Manage room inventory and availability for future dates, as well as, on the day of arrival
• Ensure a warm and genuine arrival and departure experience to all guests through training and direct guidance of the Front Office Team
• Remain informed about groups, LNRs, rates, promotional programs, special benefit cards, and Best Western updates and programs
• Coordinate with Sales Manager to ensure VIP guestrooms are appropriately blocked, as well as repeat guests
• Maintain high standards of guest service and continuously seek to increase level of guest satisfaction by delivery of an improved product through employee development, training and focus on quality
• Manage and motivate all Front Office Agents with daily supervision to include staffing, training, discipline, scheduling and visually monitoring performance to ensure service and productivity levels
• Manage departmental resources so as to achieve acceptable levels on labor standards performance
• Provide clear direction in advising and instructing Front Office Agents in details of work
• Nurture a positive and productive work culture and environment
• Ensure the efficient and effective overall operation and collaboration of the Front Desk and its Rooms Division partners; Engineering, and Housekeeping
• Maintain procedures for security of monies, guest security and emergency procedures
• Receive and resolve all guest complaints in a timely manner and within the guidelines of the company
• Implement Corporate and Brand marketing programs as necessary
• Organize, conduct and/or attend meetings to obtain and disseminate pertinent information
• Perform room inspections as/when needed
• Assist in check in/check out of guests or any related guest service activity
• Act as a Manager on Duty
• Provide support to the General Manager by operating the Front Office properly, efficiently and with profitability
• Maintain and direct follow-up of guest complaints to the Front Office Manager as needed
• Contact guests for follow-up on Medallia and Social Media responses
• Assist the FOM with administrative work and email correspondence as needed

What This Job Offers

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