Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department.

Duties/Responsibilities:

• Proficient in all front office duties and responsibilities including Front Desk operations: guest arrival and departure, proficient billing skills, guest resolution, employee satisfaction, and camaraderie with hotel leadership.

• Guest Relations: primary telephone contact center for general hotel questions, in-house guests, and internal departments including the dispatch center for housekeeping, engineering, food and beverage reservations, and event reservations.
• Ability to understand and manage hotel room inventory to maximize revenue
• Providing training to both new and continuous employees
• Motivate team members to participate in upsell procedures and grow room revenue and overall hotel revenue.
• Train and uphold Grand America Service standards in conjunction with Forbes 5 star service standards.
• Organizational and time management skills
• Ability to prioritize work assignments
• Ability to work under minimal direction
• May include assisting with all essential front of house duties and responsibilities including (Assisting bell & concierge team, business center, self parking)
• Willingness and ability to perform at Little America in similar and same capacities as listed for Grand America

Education and Experience:

• 1 years of property management software experience (Opera preferred).
• Experience with forecasting for operations.
• Must have total understanding of all hotel front office procedures .
• Knowledge of guest services and hotel services, policies or operations.
• Must be fluent in oral and written English.
• Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.