Assit. Front Office Manager

Job Description:      PM Assistant Front Office Manager 

Location:                   The Hotel Chalet

 Trestle Studio proudly launched The Hotel Chalet in October 2023, a new boutique lifestyle hotel located in the heart of Downtown Chattanooga at The Chattanooga Choo Choo, and is building a team of motivated leaders who are enthusiastic about creating a unique space where culture, elevated service standards, and authentic hospitality are paramount.

 The property, formerly operated as The Choo Choo Hotel, features 127 guest rooms, including 25 within restored vintage train carriages, an original bar and restaurant concept with parlor, patio, and courtyard service, a 3,000SF ballroom, a fitness center, and an alpine pool. With an emphasis on the rich history of the hotel and surrounding area, and the boundless opportunity for adventure in the foothills of the Appalachian Mountains, The Hotel Chalet welcomes travelers who seek adventure, timeless style, and intrinsic comfort.

 The Assistant Front Office Manager (AFOM) is responsible for managing the Front Desk, Guest Services, and Bell Team. The person in this position must have direct contact with guests to ensure they receive exceptional and professional levels of service. The AFOM is expected to manage guest concerns and have a great guest experience approach, one that is both efficient and effective. As the AFOM, the employee is expected to combine a pleasant personality with a dynamic professional attitude to supervise, develop and lead the team. This position reports to the Director of Rooms & Front Office Manager.

JOB DESCRIPTION 

Principle duties and responsibilities include:

• Must be courteous and gracious, maintaining a professional demeanor at all times
• Supervises daily front office functions to ensure courteous and professional guest service levels
• Coordinates daily group arrival/departure preparation, special requests, room assignments and guest amenity programs
• Assists in scheduling front office staff appropriate to forecasted business levels, when needed
• Establish and maintain good communications and teamwork with fellow colleagues and other departments within the hotel
• Establish and maintain good communications with guests of the hotel and restaurant; maintain presence in guest-facing spaces at every opportunity 
• Respond in a timely manner to guest issues and recovery opportunities for issues that arise in the hotel or dining spaces, and respond to and manage guest feedback
• Maintain interdepartmental communication to ensure appropriate attention is being paid to all guests 
• Seek out opportunities for guest-centric experiences in all outlets of the hotel/restaurant by working with the departmental managers to put processes in place to ensure that these opportunities are executed by all employees
• Sourcing and purchasing amenities, rider items, and any additional items required for special accommodations for guests from outside of the property
• Conduct room inspections for VIP and Special Care guests as determined by the Executive and Corporate teams
• Measure results (challenges, successes, etc.) and communicate on a weekly basis to hotel/restaurant management teams
• Identify all opportunities for personalized guest experiences, looking for new/innovative ways to provide anticipatory service, coordinating among all departments for seamless execution of service, coordinating correspondence with guests pre- and post-stay
• Assist with responsibilities and duties in the absence of or due to heavy volume in any Rooms Division area
• Maintain proper operation of all aspects of our Property Management System
• Set-up proper billing instructions/routing and process advanced deposits, when applicable
• Monitor and develop employee performance to include, but not limited to, providing supervision, conducting counseling, evaluations, setting annual goals and delivering recognition and reward
• Ensure staff understands their job expectations before holding them accountable
• Be familiar with all safety and emergency procedures including OSHA requirements
• Attend relevant meetings
• Ensure both you and your staff are always current with mandatory trainings
• Safeguard guests, staff members and company assets in the event of an emergency by following emergency procedures in conjunction with the General Manager and other senior leadership
• Additional duties as assigned by the General Manager or Front Office Manager

Working Knowledge, Qualifications and Skills: 

A candidate for this position must possess the following applicable knowledge, skills and abilities and be able to demonstrate and provide applicable examples to support their competencies therein. 

• Demonstrates knowledge of job-related processes and system
• High school diploma or equivalent required; college degree preferred
• Minimum of 2 years previous Rooms Division leadership experience preferred
• Prior experience using Microsoft Office required. Must display ability to work with general computer operations. Hospitality systems knowledge a plus: StayNTouch PMS, Alice, Sertifi, Toast
• Must be able to communicate professionally in English, both written and verbal. Conversational abilities in other languages are helpful. Preferably Spanish. 
• Must be able to multi-task and display ability to recognize that the guests’ interests and needs are always primary
• Strong interpersonal and problem-solving skills in a fast-paced environment
• Highly responsible and reliable
• Ability to focus attention on guest needs, remaining calm and courteous at all times

Physical Requirements:

• Must be able to seize, grasp, turn and hold objects with hands.
• Must be able to make periodical fast paced movements are required to go from one part of the property to others.
• Must be able to move, pull, carry or lift at least 20 pounds.
• Must be able to occasionally kneel, bend, crouch and climb is required. 
• Must be able to perform physical activities such as lifting, cleaning, and stooping. 
• Must be able to stand, walk, lift, and bend for long periods of time. 
• Must be able to bend, stoop, lift, reach, push, twist, walk, crouch, and squat. 
• Must be able to access all areas of the property across varied terrain and footing.

BENEFITS 

The Hotel Chalet recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. 

We offer a variety of benefits to our employees including: 

• Health Benefits (Health, Dental, and Vision Insurance) 
• Vacation Days
• Sick Days 
• Paid Holidays 
• Life Insurance 
• Direct Deposit 

The Hotel Chalet thrives in being a diverse work environment. Consideration for employment will be based upon personal capabilities and qualifications without discrimination based on race, color, religion, sex, gender identity, age, national origin, disability, sexual orientation, or any other protected characteristic as established by law.