Assistant Front Office Manager

Assistant Front Office ManagerThe 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 include:Working closely with Sales and Reservations to fulfill all special requests for groups, VIPs, etc.Assisting daily in the guest reception.Responding daily to all social media feedback, following up with guests as well as internally.Communicating effectively and genuinely with guests, team members, and other departments.Assisting and often leading guest service training initiatives within the front office department.Maintaining a friendly and caring demeanor at all times in a fast-paced environment.Maintaining a professional image at all times that falls within the hotel and company guidelines for appearance and dress.Demonstrating teamwork by cooperating and assisting colleagues as needed.Providing 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.Maintaining and updating all guest profiles.Reviewing all daily and future reservations in order to accommodate special requests, making amenity cards, working closely with IRD and PH to communicate all F&B requests.Working with all new hires for FD training.Interviewing, hiring, and training guest services agents.Becoming informed of events/functions in the hotel during shifts.Maintaining a house bank and keeping an accurate report of daily receipts and deposits.Being able to work with and understand basic financial data and information.Being able to find guest-centric solutions.Promoting hotel services, facilities, and outlets, providing the guest with information such as local attractions and directions, using the James Report to increase guest satisfaction.Being able to take or assist with reservations.Being able to assist at PBX.Resolving guest complaints to the satisfaction of the customer by being guest-centric, friendly, and caring. Communicating to Management any problems, complaints, or unhappy guests.Being intuitive to guest needs, anticipating needs in job performance, being proactive instead of reactive.Responding quickly to all guest requests in a caring, friendly, and professional manner, consistently following up to ensure guest satisfaction that meets and exceeds our service standards.Maintaining a good relationship with repeat guests and their special requests.Being able to supervise a shift when needed.Working closely with Sales and their VIP clients.Staying current with developments in the hotel by reviewing the communication log book each shift; updating log book for next shifts as well as communicating effectively the policies and procedures to other team members of the hotel.Having knowledge of and assisting in all emergency procedures as required.Attending all mandatory meetings and training classes.Having knowledge of the names, titles, and positions of key people within the hotel.Having knowledge of the hotel's surrounding area, such as pharmacies, theaters, public transportation, retail, and restaurants.Completing all checklists as assigned.Qualifications include: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.Maintain a warm and friendly demeanor at all times.Must be able to effectively communicate both verbally and written, with all levels 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.Maintain high standards of personal appearance and grooming, which include wearing nametags.Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.Maximize efforts towards productivity, identify problem areas, and assist in implementing solutions.Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.