Overview

Position Summary:Responsible for assisting the Front Office Manager with the planning, organization, development and direction of the Front Office operations to operate at the highest service standards as they relate to efficiency, professionalism, accuracy, and customer service. Builds and manages teams effectively. Enters information into computer system, collects funds and runs necessary reports. Duties & Responsibilities Primary Responsibilities/Essential Functions:1. Provides guidance and leadership to Front Office Team Members (may include Guest Service and Registration, Room Inventory, PBX/communications, and Bell operations). Provides feedback about performance and may be involved in the evaluation process. Provides feedback to management on work-related issues including those that might lead to disciplinary action. Makes assignments and distributes workload; manages day-to-day workflow. Provides subject-matter expertise to co-workers. May be assigned time-keeping authority. Provides training and coaches staff.2. Ensures Guest Services Agents consistently review expected arrivals in advance, check guests in/out of hotel according to procedures, ensure accurate guest billing, and make reservations outside of hours. 3. Ensures Team Members in Room Inventory, PBX/communications, Bell, or other areas of responsibility are adhering to all established policies and practices. Ensures Team Members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events. 4. Resolves guest complaints within scope of authority; otherwise refers the matter to management. Effectively deals with internal and external customers, some of whom may require a high level of patience, tact and diplomacy to defuse anger. Collects accurate information and resolves conflicts. Keeps immediate manager promptly and fully informed of any problems, potential safety issues, unusual situations, missing items, or alleged theft so prompt corrective action may be taken. Communicates with other departments to fulfill guest needs. Notifies management of any problems resulting from guest complaints, intoxication or disruptive behavior.5. Follows all safety policies and procedures. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team Members will be trained in the proper use and care of assigned PPE if applicable. The hotel provides the required PPE. Team Member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager. Maintains strict compliance with hotel's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.6. Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.Other Responsibilities/Supportive Functions:1. Performs essential functions of Guest Services Agent or other department Team Members during peak times or as needed. 2. Improves job knowledge by attending training sessions or any required meetings as instructed.3. Responds to emergency calls and ensures operational support areas are covered to provide excellent customer service.4. Runs and analyzes various reports to monitor customer satisfaction, occupancy, revenue, competitive situations, etc.5. Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents.Note: This job description is not intended to be all-inclusive. Team Members may perform other related duties as required to meet the ongoing needs of the organization. Management reserves the right to add, modify, change or rescind work assignments and to make reasonable accommodations as needed.Qualifications (relevant experience, education and training):1. High school diploma or general educatio