Assistant Front Office Manager

Assistant Front Office Manager 4.0 4.0 out of 5 stars St. Louis, MO 63131 $50,000 - $53,000 a year - Full-time Hilton St. Louis Frontenac 17,347 reviews $50,000 - $53,000 a year -

Full-time Position Purpose:

Assist the Front Office Manager to oversee the operations of the Front Office, which includes Front Desk, PBX, Bell stand, Reservation.

Essential Functions:

Assists the Guest Service Agents in checking in/out guests.

• Completes the registration process by inputting and retrieving information with routine difficulty from the hotels Property Management System that includes but is not limited to promoting Hilton Marketing programs.
• Selects room based on guest request, rate and code electronic keys.
• Verifies and imprints credit cards for authorizations, handles cash, makes change and balances an assigned house bank.
• Posts charges to guest rooms and house accounts using the hotels PMS.
• Promptly answers telephones using positive and clear communication.
• Inputs and retrieves guest messages and explains the procedures for guest room voice mail procedures.
• Completes the checkout process and ascertains guest satisfaction.
• In the event of dissatisfaction, negotiates compromise, which may include but is not limited to revenue adjustments.
• Completes the work schedule for Front Office employees and monitors their attendance.

Monitors the labor hours on a daily basis to ensure that they are in line with the budget. Field guest complaints, collecting as much information as is needed to develop the most effective solution and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, and room issues. Remains calm and alert, especially during an emergency situation and/or heavy hotel activity and resolve complaints such as location changes or credit issues. Track all training activities of the Front Office staff.

Other:

Regular attendance in conformance with the standards, which may be established by Hilton from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel, including holidays. Upon employment, all employees are required to fully comply with Hilton rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Supportive Functions:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel. Summon front service/bell assistance to escort guests to their rooms as appropriate. Provides safety deposit boxes for guest by accessing vault room and maintaining proper paperwork. Operate facsimile machine to send/receive transmissions. Notify guests of incoming faxes using the message function of the computer. Use the photocopier to make copies of items as required. File registration cards in room number order. Retrieve registration cards from the files for each check out. Creates a strong working relationship with the Front Office, PBX, Sales & Catering Department and Housekeeping. Maintains open channels of communications for all levels and monitors employee relations. Insures that all duplicate reservations are monitored and noted with appropriate information. Keeps reservations office clean and clutter free. Encourages co-workers and aids in their success. Resolves any guest complaints or concerns in a timely manner. Performs M.O.D. duties as scheduled.

Specific Job Knowledge, Skill and Ability:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts. Considerable use of a calculator to prepare moderately complex mathematical calculations without error. Ability to stand and move throughout front office and continuously perform essential job functions. Must be able to walk up stairs and walk up to one mile at a time. Ability to read, listen, and communicate effectively in English, both verbally and in writing. Ability to access and accurately input information using a moderately complex computer system. Hearing and visual ability to observe and detect signs of emergency situations. Ability to communicate verbally and in writing and prepare complex reports of room availability, groups, and revenues generated.

Qualification Standards:

Education:

Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge, skills and abilities.

Job Type:

Full-time Pay:

$50,000.00 - $53,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Employee discount Health insurance Paid time off Tuition reimbursement Vision insurance

Experience:

Hotel Front Office:

2 years (Required)

Work Location:

In person