PM Assistant Front Office Manager

Position Title: PM Assistant Front Office Manager

Department: Guest Services/Operations Reports

To: Assistant General Manager/Director of Hotel Operations

Location: Peoria Marriott Pere Marquette, 501 Main St. Peoria, IL 61602

Position Type: Full-Time, Non-Exempt

Overview

Shreem Capital, a trailblazer in the hotel industry, is actively seeking a dynamic and experienced PM Assistant Front Office Manager to shape and optimize our hotel’s guest services landscape. Grounded in radical honesty and transparency principles, our company culture encourages the open sharing of information, fostering an environment where every stakeholder's input is valued.

Position Overview

The PM Assistant Front Office Manager is responsible for overseeing the front desk operations of a hotel, ensuring a smooth and efficient guest experience from check-in to check-out. This position is key to ensuring that guests have a positive experience, so the PM Assistant Front Office Manager plays a vital role in the overall success of the hotel. The role combines both administrative and customer service duties, making it essential for the manager to maintain a balance of leadership, problem-solving, and interpersonal skills.

Key Responsibilities:

Guest Service & Operations Management:

• Supervise the front desk team to ensure efficient check-in/check-out procedures and exceptional guest service.
• Address and resolve guest complaints or concerns in a professional and timely manner.
• Maintain guest satisfaction by providing personalized service and anticipating their needs.
• Ensure guest feedback is collected, analyzed, and acted upon to improve services.

Staff Supervision & Training:

• Recruit, train, and onboard new front desk staff, ensuring they are well-versed in hotel procedures, services, and standards.
• Create and manage staff schedules to ensure adequate coverage at all times, including during peak periods.
• Evaluate employee performance, providing feedback, conducting reviews, and implementing corrective actions when necessary.
• Motivate and maintain high staff morale by encouraging teamwork and promoting a positive work environment.

Financial & Administrative Management:

• Oversee front desk operations to ensure accurate and efficient billing, including handling guest transactions, deposits, and payments.
• Ensure proper cash handling procedures are followed, and cash drawers are balanced.
• Collaborate with the accounting team to review revenue reports, occupancy rates, and room pricing.
• Control expenses related to front office operations and suggest improvements for cost efficiency.

Reservation & Room Assignment Management:

• Manage room availability, ensuring the highest possible occupancy rate without compromising quality or guest experience.
• Coordinate with the reservations team to ensure accurate room assignments and that guest preferences are met.
• Implement effective overbooking and room allocation strategies to maximize revenue.

Safety & Security:

• Ensure compliance with all safety, security, and health regulations.
• Oversee key control, maintaining guest privacy and ensuring proper documentation of room access.
• Ensure emergency protocols are understood and followed by front office staff.

Communication & Coordination:

• Communicate with housekeeping, maintenance, and other hotel departments to ensure seamless service delivery.
• Stay informed of hotel promotions, packages, or events to inform guests and enhance their stay.
• Regularly meet with other department heads to discuss guest feedback, issues, and any changes to operational processes.

Technology & Systems Management:

• Ensure the front desk team is proficient in hotel management software and point-of-sale systems.
• Troubleshoot and resolve any technical issues related to front office equipment or systems.
• Implement new technologies or systems that enhance operational efficiency or improve guest experience.

Required Skills and Qualifications:

• Education: High school diploma or equivalent; a degree in Hospitality Management or a related field is preferred.
• Experience: Minimum of 3-5 years in hotel management or customer service, with at least 1-2 years in a supervisory or management role.
• Skills:
• Strong leadership and staff management skills.
• Excellent verbal and written communication skills.
• Problem-solving and decision-making abilities.
• Knowledge of hotel property management systems (PMS) and other hotel technology.
• Exceptional customer service orientation.
• Financial management and budgeting skills.

Work Conditions:

• Full-time position with potential weekend, evening, and holiday shifts.
• Ability to stand for extended periods and occasionally lift up to 25 pounds.
• Professional attire and appearance required.

Shreem Capital is an Equal Opportunity Employer.

Job Type: Full-time

Pay: $20.00 - $22.00 per hour

Benefits:

• Employee discount
• Food provided
• Free parking
• Referral program

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Night shift

Work Location: In person

Salary : $20 - $22