Asst Front Office Manager

COMMONWEALTH LODGING MANAGEMENT LLC•Glen Allen, VA

1d•$18 - $22•Onsite

About The Position

The Assistant Front Office Manager position involves high guest contact and serves as the first point of contact for all guests. The role is responsible for assisting the Front Office Manager in overseeing Front Office operations to ensure customer satisfaction, quality service, and adherence to corporate/franchise policies and procedures, while also striving to meet or exceed financial goals. The hotel industry operates seven days a week, twenty-four hours a day.

Requirements

High School Graduate or General Education Degree (GED) or Work Equivalent.
Computer skills.
Minimum of 1-2 years of experience in customer service management position.
Good understanding of the English language and communication skills both written and verbal.
Strong ability to solve problems and make sound business decisions.
Previous cash handling experience.

Nice To Haves

College degree.
Familiarity with Microsoft Office.
Experience with hotel systems.
Hotel management experience.

Responsibilities

Coordinate breaks for staff.
Administer department orientation with new hires.
Conduct ongoing training with existing staff.
Provide feedback to staff on their performance.
Handle disciplinary problems and counsel employees.
Foster and promote a cooperative working climate, maximizing productivity and employee morale.
Always maintain positive guest relations and guest confidentiality.
Work to resolve guest complaints, ensuring guest satisfaction.
Ensure that all VIPs are pre-registered according to standards.
Monitor VIP arrivals; greet and escort them to their room.
Maintain knowledge of all hotel features/services, hours of operation, room rates, special packages and promotions, daily house count and expected arrivals/departures and scheduled daily group activities.
Be familiar with all local attractions/activities to respond to guest inquiries accurately.
Maintain complete knowledge of correct maintenance and use of equipment.
Use equipment only as intended.
Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
Monitor the hotel front entrance and resolve any congested situations; the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently; communication logs and ensure that guest requests are followed up within minutes.
Monitor and ensure that all cashiering procedures comply with accounting policies and standards: Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
Print credit check report and review status of each account.
Follow up on accounts beyond approved credit limits.
Anticipate sold-out situations and know how many rooms are overbooked.
Handle overbooked or "walked" guests.
Print special requests report and block according to specifications.
Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre- registration procedures.
Coordinate delivery time of amenities with Room Service, ensuring timely delivery.
Assist in strategizing control of room inventory to maximize revenues.
Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
Ensure security of guest room access.
Assists in handling emergencies to protect our guests and associates and preserve the building and its systems during emergencies.
Must act as quickly and responsibly as possible to return the building to its normal operating status.
Responsible for knowing and abiding by all departments, Commonwealth Lodging Management and hotel policies and procedures. As well as brand standards, policies and procedures.