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Front Office Manager Assistant

2 months ago

Miami Beach, Florida, United States The Gates South Beach Full time
Job Title: Front Office Manager Assistant

Join The Gates South Beach team as a Front Office Manager Assistant and contribute to delivering exceptional guest experiences. As a key member of our Front Office team, you will be responsible for ensuring seamless operations, maximizing room revenue, and providing top-notch service to our valued guests.

Key Responsibilities:
  • Collaborate with Sales and Reservations to fulfill special requests for groups and VIPs.
  • Assist with guest reception and respond to social media feedback in a timely and professional manner.
  • Communicate effectively with guests, team members, and other departments to ensure seamless operations.
  • Assist with guest service training initiatives and maintain a friendly and caring demeanor in a fast-paced environment.
  • Perform Front Desk Assistant duties, including registering guests, using up-selling techniques, and preparing for group check-ins and check-outs.
  • Maintain and update guest profiles, review daily and future reservations, and make amenity cards.
  • Work with new hires for FD training, interview, hire, and train guest services agents.
  • Become informed of events and functions in the hotel during shifts and maintain a house bank and accurate reports of daily receipts and deposits.
  • Be able to work with basic financial data and information, find guest-centric solutions, and promote hotel services and facilities.
  • Take or assist with reservations, assist at PBX, and resolve guest complaints in a guest-centric, friendly, and caring manner.
  • Be intuitive to guest needs, anticipate needs in job performance, and be proactive instead of reactive.
  • Respond quickly to all guest requests in a caring, friendly, and professional manner, consistently follow up to ensure guest satisfaction that meets and exceeds our service standards.
  • Maintain a good relationship with repeat guests and their special requests.
  • Supervise a shift when needed, work closely with Sales and their VIP Clients, and stay current with developments in the hotel.
  • Have knowledge of and assist in all emergency procedures as required, attend all mandatory meetings and training classes, and have knowledge of the names, titles, and positions of key people within the hotel.
  • Have knowledge of the hotel's surrounding area, including pharmacies, theaters, public transportation, retail, and restaurants.
Requirements:
  • A 4-year college degree and at least 1 year of related experience required.
  • Supervisory experience required. Labor experience and OPERA experience 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.