Assistant Front Office Manager Job at Lodging Hospitality Management in St. Loui

Position

Position Title: Assistant Front Office Manager

Department: Front Office

Reports To:

Date Written/Revised: July 3, 2014

Overview

Oversee and support front office to insure compliance with company operating procedures, standards and total guest satisfaction.

Essential Functions

• Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote membership program and provide recognition and benefits to all present members.
• Accept payment for guests’ accounts at registration and at checkout. Maintain a house bank and make deposits with accurate daily receipts. Cash checks and exchange currency for guests.
• Supervise the front desk agents, ensuring the correct sequence of events for proper registration and checkout of guests. Assign tasks related to credit, missing addresses, registration bucket maintenance, registration cards, posting charges, and overall cleanliness and organization of the front desk.
• Provide ongoing training and support to front desk agents.
• Issue keys to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.
• Maintain all front desk related equipment and a par stock of supplies.
• Remain calm and alert during peak check-in/check-out times, heavy activity, or emergencies.
• Problem solve and resolve customer issues.

Supportive Functions

• Maintain a daily log of all guests’ opportunities with corrective action steps. Follow up on unresolved situations and pass on information to other managers.
• Follow up on credit opportunities. Locate bell assistance to escort guests to their rooms as appropriate.
• Provide safety deposit boxes for guests by escorting them to the vault, pulling the box, and carrying it to the customer. File access slips in room order and have the guest complete a signature card.
• Operate facsimile machine, notify guests of incoming faxes, use the photocopier, and file registration cards in room number order.
• Retrieve registration cards from files for check-out. Perform other duties as assigned by the supervisor, such as cross-training Bell staff or other areas as needed.
• Report suspicious persons or activity to a supervisor immediately.

Specific Job Knowledge, Skills And Abilities

• Ability to effectively deal with internal and external customers with patience, tact, and diplomacy to defuse anger and resolve conflicts.
• Ability to read English to ascertain information from luggage tags and claim checks and to write numbers and names on claim checks and rooming lists.
• Ability to stand for long periods of time.
• Ability to read, listen and communicate effectively in English, both verbally and in writing.
• Ability to access and accurately input information using a moderately complex computer system.
• Hearing and visual ability to observe and detect signs of emergency situations.
• Must possess basic computational ability and basic computer skills.

Seniority level

• Mid-Senior level

Employment type

• Other

Job function

• Other

Industries

• Hospitality