Assistant Front Office Manager

Hotel:

Profile:
Telecommute: No
Bonus Eligible: No
Direct Reports: No
Reports To: Front Office Manager
Equipment: Uniform

Primary Purpose:
The primary purpose of the Assistant Front Office Manager is to ensure that guests have an excellent hotel stay experience while performing front desk duties and directing front desk staff to greet guests, process check-ins and check-outs, issuing room keys, answering questions, and addressing guest requests as per brand and Atrium standards.

Work Performed:

The Assistant Front Desk Manager will be tasked with the following duties, responsibilities, and assignments:

• Create a best in-class guest experience by engaging with guests, providing friendly courteous service, anticipating guest needs, and increasing guest loyalty;
• Respond to guest inquiries and requests and resolve guest issues in a timely, friendly and efficient manner; Ensure that Associates are meeting guest needs and appropriately responding to guest concerns. Escalate guest concerns as appropriate;
• Help ensure financial goals of the department are being met through well managed stock, cost controls, and schedules;
• Supervise the front desk staff by ensuring opening and closing task checklists as assigned during the three shifts are completed;
• Answer inquires pertaining to hotel services, registration, shopping, dining and travel directions;
• Handle cash and credit card transactions and process guest accounts;
• As needed, fulfill all job responsibilities expected of Night Auditor, Shuttle Driver and Concierge Attendant;
• Deputize in the absence of the Front Office Manager;
• Follow all company and safety and security policies and procedures; report accidents, injuries and unsafe work conditions to management; complete safety training and certifications; and
• Any and all other work as required to complete the primary purpose of the position.

Qualifications:

2 Years minimum Hotel Front Office Management experience

Required Prior Experience:

Prior customer service experience

Preferred Prior Experience:

Hospitality industry experience preferred

Required Education:

High School Diploma or equivalent

Preferred Licenses/ Certification:

Valid state driver's license and adhere to all company guidelines regarding moving violations.

Required Technology:

Use computers and computer systems (including hardware and software) to enter data, or process information

Physical:

Able to lift a minimum of 50lbs occasionally

Able to stand and/or walk for duration of schedule shift

Other:

Able to read, write and communicate effectively in English

Must be flexible to working days, early mornings, evenings, nights, weekends, and holidays

Competencies:

Organization

Can marshal resources (people, material, support) to get things done. Can orchestrate multiple activities at once to accomplish a goal, uses resources effectively and efficiently. Arranges information in a useful manner.

Customer Focus

Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Managing Diversity

Treats reports equitably; acts fairly; has candid discussions; doesn't have a hidden agenda; doesn't give preferential treatment.

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When you're an Atrium Associate, you're a part of a crucial workforce providing the ultimate 'Home Away From Home' for our guests. We know that it takes a lot of time and effort to provide these exceptional experiences, so we reward your efforts with a competitive compensation plan and other benefits and perks that allow you to offer your best to our guests. These benefits include:

• Daily Pay
• Significant Travel Discounts on Marriott and/or Hilton properties
• 401k Plans
• Medical Insurance
• Other property specific benefits

Plus, we make sure you can grow your career the way you want to through Internship programs, training and development and over 80 hotels that offer incredible opportunities for career driven associates.

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