Assistant Manager, Front Office

3 weeks ago

Islamorada, United States Cheeca Lodge and Spa Full time
Job Description

Title:                                       Assistant Manager, Front Office

Reports to:                             Director, Front Office

FLSA Classification:             Salary/Exempt

Job Summary:

Often the first and last contact for our guests, the 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.

Job Responsibilities:

Staff Supervision

Assists Resort Manager in managing the staffing of positions including front desk, bell station and gate. Attend and/or conduct team briefings as needed.

Guest Communication

Maintain a personal demeanor that is friendly, cheerful, and courteous at all times. Greet guests by name. Ensure that all guests feel welcomed to the property. Register guests and assign rooms. Conduct check-out processes. Generate reservations for restaurant, transportation, or hotel/resort amenities. Ensure guest satisfaction by responding to guest inquiries with accurate information and a positive attitude. Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions. Respond to phone calls, and retrieve guest mail, faxes, and packages. Promote hotel amenities and services to guests using personal knowledge and effective selling techniques. Welcome and effectively resolve guest questions, issues, and complaints with supervisor assistance as needed. Provide constant and consistent communication with other departments and supervisors/managers in order to ensure guest satisfaction. Attend team briefings.

Financial Transactions

Handle cash, credit card, currency conversions and other financial transactions. Post charges such as room, food, liquor, or telephone to ledger. Compute or adjust bill, collect payment, and make change for guests. Other duties as assigned.

Other Requirements:

Must be able to clearly convey information and ideas including complex or technical issues, written or verbally. Must be able to evaluate and select among alternative course of action quickly and accurately. Must routinely meet deadlines. Must be able to multi task. Must be effect in handling problems in the work place, including anticipating, preventing, identifying, and solving problems as necessary. Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust, or modify to meet the constraints of the particular need. Must be effective at listening to, understanding, acting when required and clarifying the concerns and issues raised by coworkers and guests. Must be able to work with, understand and interpret financial information, hotel operations data and complex arithmetic functions. Must be able to prioritize departmental functions in order to meet due dates and deadlines.

Source: Hospitality Online

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