Assistant Front Office Manager - Unlimited Growth Potential

Essential Functions  

• Manage front desk operations and front office staff; acts as manager on duty in absence of the Front Office Manager  

• Assists Front Office Manager in training staff in all front desk operations including check in and check out procedures, telephone procedures, hotel amenities, service standards, and computer systems  

• Ensure guest satisfaction is beyond expectations and overcome any issues that may arise. Anticipate guests needs and respond promptly  

• Maintain a solid knowledge of hotel products including room types, rates, food and beverage outlets in and around the hotel, and other hotel features.  

• Coordinate with all other hotel departments to take care of guests needs, reservations, transportation, room amenities, in order offer the best service  

• Maintain guest confidentiality by ensuring department team members maintain current with all property, company, and brand specified training and information  

• Monitors and performs guest check ins by confirming reservations, assigning room, and issuing and activating rom keys  

• In tandem with the Front Office Manager, actively review, respond, and share guest feedback from various platforms (yelp, social media, trip advisor, etc.) in accordance with property, company, and brand guidelines  

• Work closely with hotel HR manager and Front Office Manager in conducting recruiting functions for the department to include screening, interviewing, and hiring new employees  

• Lead and empower Front Office Staff to perform to Mainsail Lodging and Development standards and practices  

• Monitor safety and cleanliness of front desk and hotel lobby area  

• All other duties and responsibilities as reasonably assigned by manager  

Qualification Standards  

Experience and Education  

• 2-year associate degree or higher preferred  

• Minimum 2-year Hotel Front Desk management experience  

• Hotel front desk experience required  

• Excellent Phone and customer service skills  

• Experience in team management and training  

• Excellent communication skills, both verbal and written  

• Ability to use technology such as tablets, iPads, and computers  

Physical Demands  

• Ability to sit or stand for extended periods of time  

• Ability to bend  

• Ability to lift, pull 40 lbs.  

• Ability to communicate clearly  

• Corrected vision to normal range  

• Ability to work long hours as needed  

Mental Demands  

• Make sound judgments quickly  

• Work on multiple tasks, making appropriate progress towards deadlines  

• Able to work independently, take direction, and provide direction to others  

• Manage differing personalities within the office, the hotel, and the community  

• Maintain the highest degree of confidentiality  

• Ability to work effectively in stressful, high pressure situations  

• Ability to effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary