Roles and Responsibilities:

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. Assist in overseeing front desk operations, including check-in, check-out, and guest services Supervise, train, and support front office staff to ensure excellent customer service Handle guest inquiries, complaints, and special requests promptly and professionally Ensure accurate reservations, billing, and room assignments Monitor staff scheduling, attendance, and performance Maintain knowledge of hotel policies, procedures, and local area information Coordinate with housekeeping, maintenance, and other departments for seamless operations Assist in managing front office budgets, reports, and administrative tasks Ensure compliance with company standards, safety regulations, and security procedures Step in as acting Front Office Manager when needed

Requirements:

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including nights, holidays and weekends) to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required. 1 to 3 years hospitality related experience, including front desk operations experience - 1 year of supervisory & 2 years front desk agent . A proactive approach to problem-solving and decision-making. Excellent communication skills, both verbal and written Proficient computer skills inclusive of e-mail, record-keeping, word processing, and spreadsheets, etc. Strong attention to detail with proofreading capabilities. Proficiency in front desk operations and hotel management systems - OPERA, Lightspeed, Prep or similar. Excellent communication and interpersonal skills Ability to multitask and handle high pressure situations

Physical Requirements:

Prolonged periods of standing and walking Ability to lift up to 25 lbs occasionally Frequent interaction with guests and team members

Qualifications:

Ability to handle multi-line phone systems and provide effective guest relations Leadership and team management Customer service excellence Bilingual or multilingual capabilities are a plus Friendwell Managed Hotels function twenty-four hours a day, seven days a week, 365 days a year. As a part of the hospitality industry a hospitable service atmosphere must be maintained at all times. All employees are required to project a friendly, welcoming, and positive attitude.

Source:

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