Front Office Manager Assistant

4 days ago

San Francisco California, United States Hotel Caza San Francisco Full time
Job Title: Front Office Manager Assistant

Hotel Caza San Francisco is seeking a highly skilled and experienced Front Office Manager Assistant to join our team. As a key member of our front office team, you will be responsible for ensuring the smooth operation of our front desk, providing exceptional customer service, and maximizing room revenue and occupancy.

Key Responsibilities:
  • Work closely with Sales and Reservations to fulfill special requests for groups and VIPs.
  • Assist with guest reception, responding to social media feedback, and following up with guests and team members.
  • Communicate effectively with guests, team members, and other departments.
  • Assist with guest service training initiatives and maintain a friendly and caring demeanor in a fast-paced environment.
  • Provide all front desk assistant job 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, maintain a house bank, and keep accurate records 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 to satisfaction.
  • Be intuitive to guest needs, anticipate needs, and be proactive instead of reactive.
  • Respond quickly to guest requests, consistently follow up to ensure guest satisfaction, and maintain a good relationship with repeat guests.
  • Supervise a shift when needed, work closely with Sales and their VIP clients, and stay current with hotel developments.
  • Have knowledge of emergency procedures, attend mandatory meetings and training classes, and have knowledge of the hotel's surrounding area.
  • Complete all checklists as assigned.
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.

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