Asst Front Office Manager/PM Lead

11 hours ago


Brookfield, Wisconsin, United States Embassy Suites Brookfield Full time
Job Description

Embassy Suites Brookfield is seeking a highly skilled Asst Front Office Manager/PM to join our team. This role is responsible for assisting the Front Office Manager in ensuring the smooth operation of the front desk, managing staff, and providing exceptional guest service.

Key Responsibilities:

  • Assist the Front Office Manager in maintaining high standards of guest service and ensuring the front desk is properly staffed.
  • Manage and motivate front office staff, including training, discipline, and scheduling.
  • Receive and resolve guest complaints in a timely and professional manner.
  • Monitor and control room reservations, front office systems, and supplies inventory to maximize revenue.
  • Compile and prepare financial reports, including rate and availability calendars.
  • Communicate effectively with guests and employees, both verbally and in writing.
  • Implement and monitor corporate marketing programs, including HHonors.
  • Organize and conduct pre-shift and departmental meetings to disseminate important information.

Requirements:

  • High school diploma or equivalent.
  • Experience with Marriott, Hilton, IHG, Wyndham, or Hyatt processes and standards.
  • Ability to perform room inspections, which require bending, stooping, reaching overhead, and moving throughout guest floors.
  • Assist in check-in/check-out of guests or any related guest service activity.
  • Perform other duties as requested, such as special requests from guests.
  • Participate in the Manager on Duty program, requiring working second shift, constant monitoring throughout the hotel, and troubleshooting.
  • Must have considerable knowledge of computer systems for registration, reservations, and back-up systems.
  • Must have above-average mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
  • Ability to read, write, speak, and understand the English language to communicate with guests and employees.
  • Thorough organization and supervisory skills, proficient in accomplishing a task.
  • Ability to develop subordinates to enhance advancement in the hotel and the company.
  • Must have the ability to analyze complex statistical data and make judgments accordingly.
  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.

Benefits:

  • Team-driven and values-based culture.
  • Medical, dental, and vision insurance.
  • Vacation and holiday pay.
  • Same-day pay available.
  • Employee assistance program.
  • Career growth opportunities and manager training program.
  • Reduced room rates throughout the portfolio.
  • 401(k) plan.
  • Employee discount.
  • Flexible spending account.
  • Life insurance.
  • Parental leave.


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