Assistant front office manager job description

About Us

At the Marriott Saddle Brook we pride ourselves on being the best employer in the area. What sets us apart? Our culture, full benefit plans, including 401k with a company match and our lucrative bonus programs, to name a few. We are looking for talented people who have a genuine passion for service. Our Core Values involve personal development, people, and a desire for wanting them to succeed. We believe each member of our team has a key part to play in our delivery of outstanding service and memorable experiences for each guest. We want a hotel that people want to come to, not through. Find out today what a career with Pyramid Hotel Group at the Marriott Saddle Brook can mean for you!

Description

Duties & Responsibilities:
Manage all aspects of front desk operations for assigned shift. Schedule employees to ensure proper coverage.
Monitor performance and recommend/initiate corrective and/or disciplinary action, or other staffing/human resources-related actions in according with company policies and procedures. Alert management of potentially serious issues.
Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.
Ensure guests receive prompt, professional attention and are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery gestures in order to ensure total guest satisfaction. Communicate to staff any VIP, Priority Club, or special needs or requests and follow up on execution.
Communicate and assist in achieving departmental guest satisfaction, revenue and profit goals and objectives. Manager labor costs and expenses within budget.
Assist in managing hotel revenue generation & maximization through full utilization of company systems, business processes and specifications.
Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.
Throughout shift conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company. Correct any deficiencies. Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations.
Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts including Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
Will serve as manager on duty as required.

Accountability: This job is responsible for managing front desk operations for a p.m. and/or weekend shift at a large, fairly complex full-service hotel with an extensive range of facilities and services and may include a large number of Priority Club Accounts and VIP and key guests. Typically supervises a shift of front office employees.

Requirements

One or more years front office/guest services experience including supervisory experience, or an equivalent combination of education and experience. Must speak fluent English. Other languages preferred. Other:
Communication skills are utilized a significant amount of time to interact with others; customers, employees and third parties.
Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions and training
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
Problem solving, reasoning, motivating, organizational and training abilities are sued often. May be required to work nights, weekends, and/or holidays.

As the Assistant Front Office Manager, you help set the image and create the culture for the guest experience. You will assist in selecting, coaching, and developing the team to deliver exceptional service. In addition, your role will contribute to The Pfister Hotel's commitment to excellence by driving superior guest satisfaction service scores and ensure that the department impacts overall profitability.

Built in 1893, The Pfister Hotel in Milwaukee has been a hotel icon for nearly 130 years and has received the AAA Four Diamond status for 46 consecutive years. As one of the best hotels in Milwaukee and the Midwest, we continue to celebrate a grand tradition of gracious service and impeccable style.
Assist with recruiting, selecting and retaining a quality front desk staff. Perform training of front desk staff on Hotel policies, practices and procedures. Promote harmonious associate relations through effective supervisory practices. to ensure acceptable coverage and maintain payroll within guidelines. Ensure high levels of quality and service in front desk area. Receive and resolve guest complaints within assigned authority. Operate front desk to include greeting guests, performing guest transactions, operating the front office system, answering the phone and ordering front desk supplies. Responsible for reservations, registration and special arrangements for groups. Assure current and accurate accounting, including cash drawer, bank deposit and change, checks, accounts receivable, advance deposits, credit cards and petty cash. Perform all other related duties as required.



Requirements:


Previous Hotel front desk experience required. Previous management and/or supervisory experience required High School Diploma required. Must have flexible work schedule and work as required. Represent company in a professional manner. Must have valid driver's license and personal transportation.



Benefits:


Medical, dental, vision, life insurance available after 30 days of employment Free downtown parking Begin earning PTO immediately Discounts at Marcus Hotels & Resorts properties and restaurants Access to discounted tickets at Marcus Theaters


The Pfister Hotel Equal Opportunity Employer

*_Coach, Develop, Lead a Team of front-of-the-house Artists_*
*What's in it for you…*

* Competitive compensation package!
* Free parking and free meal!
* Paid time off and holiday pay incentives!
* Professional development and promotion opportunities!
* Medical, Dental, Vision, and supplemental insurance available!
* 401(k) available for all associates!

*About this job…*
The Assistant Front Office Manager leads the hotel's front desk and guest services team. Assistant Front Office Managers must be strong problem-solvers with an unwavering focus on guest satisfaction throughout the hospitality experience. As the team leader, Assistant Front Office Managers must ensure adequate staffing, promote hotel standards, train and coach team members, and model expected behavior. The primary responsibilities of an Assistant Front Office Manager include attracting and retaining top talent on the guest services team, resolving guest challenges, modeling and executing hotel brand service standards, exceeding guest expectations, and maintaining excellent communication with guests, team members, supervisors, and other hotel department teams.
*What you'll be doing…*

* *Welcome arriving guests *and complete the hotel's arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.
* Engage in purposeful communication and *build rapport with guests and associates*, creating an open dialogue to uncover guest expectations and unrealized needs.
* Effectively *engage with guests through phone or electronic communication* consistent with hotel brand standards to ensure guest satisfaction.
* *Effectively communicate with hotel departments* to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.
* Listen to guests and empathize with their challenges. When necessary, solicit guest feedback and *act on guests concerns*.
* Know and communicate hotel emergency procedures; *inform and assist guests in emergencies*.

*About First Hospitality…*
Founded in 1985 and based in Chicago, First Hospitality is a forward-thinking hotel development, investment, and management company. First Hospitality's strategic vision is to create value for all through excellence and an openness to doing things differently.
First Hospitality seeks to attract and retain a high-performing and diverse workforce in which employee's differences are respected and valued to better meet the varying needs of the customers we serve. FH fosters an inclusive work environment that promotes collaboration, flexibility, and fairness.
Equal Opportunity Employer.

Job Type: Full-time

Pay: $55,000.00 - $60,000.00 per year