Front Office Manager Assistant

4 days 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 and understand basic financial data and information.
  • Promote hotel services, facilities, and outlets, and provide guests with information on local attractions and directions.
  • Be able to take or assist with reservations and assist at PBX.
  • Resolve guest complaints in a guest-centric, friendly, and caring manner, and communicate to Management any problems, complaints, or unhappy guests.
  • 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, and 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.
  • Be able to supervise a shift when needed and work closely with Sales and their VIP Clients.
  • Stay current with developments in the hotel by reviewing the communication log book each shift and update log book for next shifts.
  • Have knowledge of and assist in all emergency procedures as required.
  • Attend all mandatory meetings and training classes.
  • 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.
  • 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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