Assistant Front Office Manager - Sheraton Indianapolis City Centre

Remington Hospitality•Indianapolis, IN

3d•Onsite

About The Position

The Assistant Front Office Manager supports front office operations at the Sheraton Indianapolis City Centre. The role involves greeting guests, checking them in and out, responding to their needs, maintaining positive guest relations, and resolving complaints through investigation and creative problem-solving. It also involves ensuring appropriate staffing levels and hiring, supervising, training, and scheduling front office associates across several guest-service functions. The position requires the ability to understand and perform front office staff duties, accurately operate the MICROS system and manage daily and less-frequent transactions, coordinate with Housekeeping and Engineering about rooms and guest requests, and assist the General Manager with special requests, group blocking, and unusual circumstances. The role may require varying schedules to reflect the property's business needs.

Requirements

High work ethic, self-initiative, and independent judgment.
Proven customer service and problem-solving experience.
Regular attendance according to established guidelines.
Ability to work varying schedules to reflect the property's business needs.
Ability to maintain focus and attention to tasks and complete assignments on time despite frequent interruptions.
Ability to work in a standard office environment.
Ability to sit at a desk and work on a computer for prolonged periods of 6–8 hours a day.
Ability to stand and walk occasionally throughout the workday.
Frequent fine motor skills and use of hands and fingers for keyboarding, mouse or trackpad use, writing, and operating office equipment.
Ability to communicate effectively verbally and in writing.
Ability to stand, walk, bend, reach, or carry items occasionally.
Ability to lift and/or move 10–25 pounds as needed.
Visual ability to read computer screens and printed materials, including close visual focus for extended periods and color differentiation for certain roles.
Ability to hear and participate in conversations and meetings and use a phone and/or headset.

Responsibilities

Anticipate guest needs, respond promptly, acknowledge guests, and maintain positive guest relations.
Greet guests cordially and check them in and out promptly and professionally.
Ensure proper staffing levels for front office associates.
Interview, hire, supervise, train, and schedule front desk agents, front office supervisors, guest service aides/bell staff, concierge staff, and PBX operators.
Understand front office staff job descriptions and duties and be able to perform those duties as needed.
Resolve guest complaints and ensure guest satisfaction in each interaction.
Manage guest resolutions by investigating situations and applying creative problem-solving.
Accurately manage and operate the MICROS system at the front office, including daily and infrequent transactions.
Communicate with Housekeeping and Engineering about guest rooms, requests, and maintenance needs.
Assist the General Manager with special requests, group blocking, and unusual circumstances.