Assistant Front Office Supervisor

2 weeks ago

Green Bay, Wisconsin, United States Hotel Northland Green Bay, WI Full time
Job Overview

Hotel Equities, a distinguished name in hotel development and management, is currently seeking an exceptional Assistant Front Office Manager for the Hotel Northland Green Bay, WI.

Role Objective:

Support the Front Office Manager in overseeing operations and responsibilities to ensure financial success, manage expenses, and uphold quality standards for complete guest satisfaction. Providing warm, knowledgeable service and helpful assistance assures guests they have made the right choice in their stay.

  • Uphold all standards of guest service.
  • Lead and inspire all Front Office staff through daily oversight, including recruitment, training, discipline, scheduling, and performance monitoring to ensure compliance with service and productivity benchmarks for optimal guest satisfaction.
  • Address and resolve all guest complaints within the department promptly and in accordance with company guidelines.
  • Oversee room reservations, Front Office systems, inventory management, scheduling, forecasting, and departmental budgeting to maximize revenue. Prepare and compile financial reports, including rate and availability calendars.
  • Engage with guests and team members both verbally and in writing to respond to inquiries and provide clear guidance while instructing staff on work details. Organize and participate in meetings to share and gather relevant information.
  • Implement and oversee all corporate marketing initiatives, including loyalty programs.
  • Conduct pre-shift and departmental meetings to relay important information. Attend other hotel meetings as necessary. Regular attendance in line with standards is crucial for success in this role. Employees with inconsistent attendance may face disciplinary measures, including termination. Due to the hospitality industry's cyclical nature, employees may need to work varying schedules to meet the hotel's business needs.
  • Upon hiring, all employees must fully adhere to conduct and safety rules, regulations, policies, and procedures as outlined in the Employee Handbook. Violations may lead to disciplinary actions, including termination.

Qualifications and Skills:

High School diploma or equivalent qualification.

Experience with hospitality brands such as Marriott, Hilton, IHG, Wyndham, or Hyatt.

This position requires the ability to:

  • Conduct room inspections, which involve bending, stooping, reaching overhead, and moving throughout guest floors.
  • Assist with guest check-in/check-out and related service activities.
  • Perform additional duties as requested, including special guest requests.
  • Participate in the Manager on Duty program, which entails working second shifts, monitoring hotel operations, and troubleshooting as needed.
  • Possess substantial knowledge of computer systems for registration, reservations, and backup operations.
  • Demonstrate above-average mathematical skills to interpret and analyze operational data.
  • Communicate effectively in English, both verbally and in writing, with guests and staff.
  • Exhibit strong organizational and supervisory skills to accomplish tasks efficiently.
  • Develop team members to foster growth within the hotel and the company.
  • Analyze complex statistical data and make informed decisions.
  • Effectively manage interactions with internal and external customers, some of whom may require high levels of patience, tact, and diplomacy to resolve conflicts and gather accurate information.

Additional Attributes:

  • A passion for service and people.
  • Strong communication skills are essential for interactions with guests and team members.
  • Reading and writing skills are frequently utilized for completing paperwork, logging issues, and updating information.
  • Basic math skills are regularly applied when handling cash or credit transactions.
  • Problem-solving, reasoning, motivating, and training skills are often required.
  • Flexibility to work various schedules, including nights, weekends, and holidays.

Benefits Overview:

  • Team-oriented and values-driven culture.
  • Comprehensive medical, dental, and vision coverage.
  • Paid vacation and holidays.
  • Same-day pay options available.
  • Employee Assistance Program.
  • Opportunities for career advancement and management training.
  • Discounted room rates across the portfolio.
  • Third-party perks (movie tickets, attractions, etc.).
  • 401(k) retirement plan.
  • Employee discounts.
  • Flexible scheduling options.
  • Flexible spending accounts.
  • Life insurance coverage.
  • Parental leave benefits.
  • Referral programs.

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