Assistant Front Office Manager

2 weeks ago


West Hollywood, United States The London West Hollywood at Beverly Hills Full time
Job Description

Often the first and last contact for our guests, the Assistant Front Office Manager is a critical link to guest satisfaction. Responsibilities include supervising staff, welcoming guests, processing registration and check-out, anticipating guest needs and meeting or exceeding those needs, responding to and resolving guest inquires and complaints, coordinating with other departments to ensure guests feel well-cared for and valued. This person should be very comfortable interacting with guests and potential clients in a highly professional manner.

Assists in managing the staffing of positions including front desk, bell station and gate.
Assists in training, motivating and inspiring staff to apply guest service standards and policies.
Attend and/or conduct team briefings as needed.
Maintains a personal demeanor that is friendly, cheerful and courteous at all times.
Greets guests by name.
Ensures that all guests feel welcomed to the property.
Generates reservations for restaurant, transportation or hotel/resort amenities.
Ensures guest satisfaction by responding to guest inquiries with accurate information and a positive attitude.
Answers inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions.
Responds to phone calls, and retrieves guest mail, faxes and packages.
Promotes hotel amenities and services to guests using personal knowledge and effective selling techniques.
Welcomes and effectively resolves guest questions, issues and complaints.
Provides constant and consistent communication with other departments and supervisors/managers in order to ensure guest satisfaction.
Handles cash, credit card, currency conversions and other financial transactions.
Posts charges such as room, food, liquor or telephone to ledger.
Computes or adjusts bills, collects payment, and makes changes for guests.

Job Requirements:

High school diploma or GED
At least 18 years of age
Basic computer skills
Must be able to read, communicate effectively and have superb interpersonal skills
Must be able to work well under pressure while retaining tact and composure when resolving guest complaints
1-2 years management or supervisory experience in hospitality environment

Source: Hospitality Online


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