Assistant Front Office Manager

3 weeks ago

Philadelphia, United States The Bellevue Hotel Full time

Summary

The Assistant Front Office Manager is responsible for ensuring the operation of the Front Office in an attentive, friendly, efficient, and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

Responsibilities

  • Works closely with Sales and Reservations in order to fulfill all special requests for groups, VIP’s, etc.

  • Assist daily in the guest reception.

  • Respond daily all social media feedback and follow up with guests as well as internally.

  • Communicates effectively and genuinely with guests, team members and other departments.

  • Assists and often leads guest service training initiatives within the front office department

  • Maintains a friendly and caring demeanor at all times in a fast-paced environment.

  • Maintains a professional image at all times that falls within the hotel and company guidelines for appearance and dress.

  • Demonstrates teamwork by cooperating and assisting colleagues as needed.

  • Provides all Front Desk Assistant job duties like registering guests into the hotel in a prompt and courteous manner, using up-selling techniques to maximize room rates; preparing for group check-ins and check-outs, and VIP arrivals

  • Maintains and updates all guest profiles

  • Reviews all daily and future reservations in order to accommodate special requests, makes amenity cards, works closely with IRD and PH to communicate all F&B requests

  • Works with all new hires for FD training.

  • Interviews, hire and train guest services agents

  • Becomes informed of events/functions in the hotel during shifts.

  • Promotes hotel services, facilities, and outlets, and provides the guest with information such as local attractions and directions, using the James Report to increase guest satisfaction.

  • Resolves guest complaints to the satisfaction of the customer by being guest centric, friendly and caring. Communicates to Management any problems, complaints or unhappy guests.

  • Responds quickly to all guest requests in a caring friendly and professional manner, consistently follow up to ensure guest satisfaction that meets and exceed our services standards. 

  • Maintains a good relationship with repeat guests and their special requests.

  • Works closely with Sales and their VIP Clients.

  • Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shifts as well as communicates effectively the policies and procedures to other team members of the hotel.

Qualifications

  • A 4-year college degree and at least 1 year of related experience required.
  • Supervisory experience required. Labor experience and OPERA experiences preferred.
  • Must be proficient in Windows, Company approved spreadsheets, and word processing.
  • Long hours sometimes required. Two overnight shifts with this position. 
  • Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Ability to stand during entire shift.
  • Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
  • Attend all hotel-required meetings and trainings.
  • Participate in M.O.D. coverage as required.
  • Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.

Source: Hospitality Online

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