Hotel Front Office Assistant Manager

Pay based on experience | Requires flexibility to work various shifts In this fast-paced, high energy environment where great guest service is essential, how do we ensure all of our hotel guests are happy with their stay? As the Hotel Front Office Assistant Manager you will assist in the management of the team that provide the initial service to our guests by overseeing approximately 20 team members including Front Desk Agents and Supervisors, , Group Room Coordinator and Concierge. While carrying out the job duties listed below, you will contribute to our continued success by demonstrating unsurpassed guest service, a high level of integrity and ethical standards, and personal and professional dedication to our mission, vision, and values. Principal Duties and Responsibilities (

• Essential Functions)
• Oversee the front desk, concierge, and group room services and staff to ensure all hotel guests are greeted, registered, and accommodated in a timely and pleasant manner.
• Carry out management responsibilities in accordance with the organization's policies and applicable laws.

Responsibilities include but are not limited to interviewing, hiring, and training team members; scheduling and motivating team members; planning, assigning, and directing work; appraising performance; rewarding and disciplining team members up to and including termination; addressing complaints; and resolving problems.

• Develop, implement, and evaluate all hotel front desk and group room service operations, processes, and strategies to ensure optimal guest service.
• Manage guest communications, inquiries, special needs, complaints, and concerns and take corrective action with the goal of producing a positive interaction and experience for all hotel guests.
• Maintain procedures for credit control, handling of financial transactions, security of monies, guest security, and emergency response.
• Maintain policies and procedures applicable to performance standards, functions, and responsibilities of the front desk and group room services.

Ensure hotel entrance, public areas, and front desk are safe, clean, and attractive. Establish, update, and ensure full compliance with departmental Internal Controls, policies, procedures, and regulations. Perform other duties as assigned. Job Qualifications A high school diploma or equivalent and 4 years of hospitality experience including hotel front desk/office experience are required. A Bachelor's degree in Hospitality, Business, or a related field can take the place of 2 years of experience. An Associate's degree in Hospitality, Business or related field can take the place of 1 year of experience Two years of supervisory/managerial experience required. Office skills must include ability to use standard office equipment and knowledge of Microsoft Office. Experience using customer service and reservations software preferred. The ability to read and interpret documents such as internal controls, financial reports, and legal documents. The ability to maintain discretion in handling confidential information. The ability to interact with and understand the interests of stakeholders at all levels, as well as the impact of those interests on PH&C and its goals. The ability to communicate effectively before groups of guests or team members of the organization. The ability to work irregular hours and extended shifts including late nights, early mornings, weekends, and holidays. While performing the duties of this job, the team member must be able to talk, hear, operate a personal computer, and move freely throughout the office and property. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. Working Conditions The noise level is usually moderate to loud. When on the casino floor, the noise level increases. The facility is not smoke free but the hotel is a non-smoking environment. Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all qualifications, responsibilities, duties, and skills required.