AsstMgr-Front Desk (NE)
About The Position
This entry-level management position leads and assists with the successful completion of daily shift requirements across Front Office areas, including Bell/Door Staff, Switchboard, Guest Services, and Front Desk. The role strives to ensure guest and employee satisfaction and achieve the operating budget, while assisting with financial and administrative responsibilities. The Assistant Manager supports Front Desk shift operations, team leadership, guest service goals, customer satisfaction, service programs, and human resource activities. The role may perform Front Desk duties as needed and supports all Front Office areas in the absence of the Front Office or Front Desk Manager.
Requirements
- High school diploma or GED and 2 years of experience in guest services, front desk, or a related professional area; alternatively, a 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major with no work experience required.
- Interpersonal and communication skills to lead, influence, encourage, and coach others.
- Ability to make sound financial and business decisions and demonstrate honesty and integrity.
- Ability to handle complaints, resolve conflicts, and solve problems.
- Ability to communicate clearly and work cooperatively with employees, guests, supervisors, and peers.
Responsibilities
- Lead and assist with daily shift requirements and support daily Front Desk operations.
- Lead by example, encourage cooperation and trust among team members, handle employee questions and concerns, and perform employee duties when needed.
- Support all Front Office areas when the Front Office or Front Desk Manager is absent.
- Help ensure day-to-day operations meet service quality standards, customer expectations, and financial objectives.
- Develop goals and plans to organize and prioritize work; participate in department meetings and communicate Front Desk goals.
- Handle complaints, disputes, grievances, conflicts, and guest problems, seeking supervisor assistance as necessary.
- Monitor staffing levels and support training on credit policies and same-day selling procedures.
- Provide exceptional customer service, coach employees on guest needs and service behaviors, and obtain guest feedback on product quality and service.
- Support customer recognition and service programs; review guest comment cards and satisfaction results with employees.
- Ensure employees have appropriate supplies and uniforms and assist with use of guest information tracking systems for repeat-guest recognition and problem resolution.
- Identify employee development needs, coach and mentor employees, provide direction and performance feedback, support training, and participate in recognition and performance appraisal processes.
- Communicate information to supervisors, coworkers, subordinates, and executives in a timely manner.
- Analyze information and results to select solutions and solve problems.
- Perform Front Desk duties as necessary; understand Bell Staff, Switchboard, and Concierge/Guest Services operations.
- Comply with loss prevention policies and procedures.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
