Assistant Front Office Manager-

2 weeks ago

Indianapolis, Indiana, United States Crowne Plaza Full time

The Crowne Plaza Indianapolis Downtown Union Station is seeking a determined, motivated, and customer service-oriented Assistant Front Office Manager. The Assistant Front Office Manager is responsible for the success of the front desk team and ensuring guest satisfaction by providing exceptional customer service. This role involves managing front desk operations, mentoring team members, and driving continuous improvement in guest satisfaction scores by following the below responsibilities.

Responsibilities:
  • Acts as manager on duty for the hotel and oversees front desk operations in the absence of the Front Office Manager.
  • Ensures all guests are greeted and attended to promptly, providing personalized service to enhance their experience.
  • Responds appropriately to guest complaints, solicits feedback, and fosters relationships to drive continuous improvement in guest satisfaction.
  • Handles escalated guest issues and concerns with tact, empathy, and discretion, resolving them to the guest and hotels satisfaction
  • Ensures front desk staff is knowledgeable about the hotel and its amenities, trained in brand guest service and brand standards, and proficient in all front desk operations, including check-in/check-out procedures, telephone procedures, and computer systems.
  • Assists with human resources functions, including recruiting, interviewing, orientation, training, performance planning, and associate management and counsel.
  • Provides mentoring, coaching, and regular feedback to team members to manage conflict and improve performance.
  • Monitor KPI's and provide leadership guidance and support to the front office team, fostering a positive and collaborative work environment.
  • Assist with coordination of team members tasks to ensure they are equipped with the knowledge and skills to excel in their roles, and being a solution provider.
  • Schedule and coordinate with front office managers to ensure adequate coverage to meet operational demands.
  • Supports the Front Office Manager in improving guest service scores, enrollments, and other brand standard requirements.
  • Understands and follows policies and procedures for the hotel's key control system, ensuring compliance by all staff members.
  • Checks billing instructions and guest credit for compliance with hotel credit policy and ensures all transactions are handled securely.
Typically supervises front desk supervisors, desk agents, night audit, and concierge/bellman.

Job Requirements:
  • College education related to hospitality, or the equivalent hotel front office supervisory experience is preferred.
  • Must speak fluent English, other languages a plus.
  • Computer skills are a must.
  • Continuous standing/walking throughout the shift
  • Must be available to work any day or night of the week, weekends and holidays.

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