Front Office Manager/Assistant General Manager

Job Overview: Front Office Manager/Assistant General Manager

Duties and Responsibilities:

• Directly responsible for ALL areas of the front desk operations and Restaurant Operations. This includes but is not limited to:
• Hiring, training, mentoring, disciplining and all efforts of the front desk and restaurant/bar operations.
• ·Assists the GM in overseeing all aspects of the hotel including but not limited to front desk, housekeeping, houseman, maintenance, restaurant, bar and shuttle. May be asked to work in any of the departments within the hotel as needed.
• Has an understanding that this position is not a 9-5 M-F position and is willing and able to help cover shifts, train, or visit with guests during non-typical hours. This includes nights, weekends, holidays etc.
• Also has an understanding this this position requires you are available for phone calls from employees after hours when they have questions, problems or concerns and need direction from a manager.
• Responsible for enforcing policies and procedures on the front desk and works with other department supervisors under the direction of the GM to ensure they are followed as outlined by the brand, company and the General Manager.
• Must work to develop a full understanding of hotel computer systems (Opera, credit card and key machine) and be able to effectively train and trouble shoot/correct problems that may arise.
• Ensure that front desk associates are property trained in taking reservations, posting of misc. items (Hyatt Marketplace sales) and proper coding of reservations for tracking purposes.
• Must be knowledgeable in AR procedures and collection efforts
• Billing, Direct Bill approval process, past due accounts etc.
• Ensures accounts are set up and used appropriately by Front Desk according to contract.
• Will be responsible for ordering monthly inventory of items used by the front desk and restaurant. This includes but is not limited to front desk uniforms, office supplies, guest room keys, Visa Gift cards, food, wine, beer, etc.
• Must participate in weekly brand revenue management calls and be aware of the strategy for selling procedures.
• Responsible for understanding, training and executing all emergency procedures within the hotel. This includes but is not limited to:
• Fires, power/elevator/phone outages,
• Hostage situations
• Robbery
• Guest and employee accident procedures
• Human Trafficking

Guest Loyalty:

• Demonstrate brand loyalty by maintaining compliance with required brand standards, behaviors, hallmarks, and license agreements.
• Drive improvement in Overall Experience goals. Collaborate with team members to establish and implement services and programs that meet or exceed guest expectations.
• Make time to interact with guests, solicit feedback, and build relationships. With a focus on in house guests and building repeat business during check-in, check-out and breakfast hours.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Morning shift
• Night shift
• Overnight shift

People with a criminal record are encouraged to apply

Work Location: In person