Assistant Front Office Manager

• Assist in the direction and administration of all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, marketing initiatives, systems use and management, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
• Assist in monitoring and developing team member performance to include, but not limited to, providing supervision and professional development, scheduling, conducting counseling and evaluations and delivering recognition and reward
• Assist Front Office Leadership with any administrative duties including but not limited to supply inventory, ordering, invoicing.
• Ensure timelines of all team members both beginning and ending their shift, ensuring appropriate break times with their needs in mind.
• Celebrate successes and publicly recognizes the contributions of team members.
• Establish and maintain open, collaborative relationships with employees and ensures employees do the same within the team.
• Work in conjunction with the Front Office Leadership Team Members and oversee the VIP process to include, but not limited to, reviewing VIP reservations, administering amenity orders, managing resumes for incoming guests and groups, updating inventory in the system, monitoring special requests, and overseeing rate changes on in-house guests
• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to, and understand requests, respond with appropriate actions, and provide accurate information such as outlet hours and local attractions.
• Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons, and refreshment center keys as appropriate. Close out guest accounts at time of check out.
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler’s checks, and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
• Handle complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Maintain a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Intervene in any guest/employee situation as needed to insure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.
• Ensure that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Ensure all 3^rd party reservations have been properly setup.
• Monitor third party extranets to ensure all incoming messages have been properly noted and replied to
• Monitor Guest Assistance daily and close open cases
• Manage room inventory on sold out nights. This may include the practice of overselling in order to maximize revenue. Maintain communication with Revenue Manager and other hotels in the city to facilitate walks if necessary.
• Promptly answer the telephone using positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. 
• Make decisions and act based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered. Oversee the VIP process to include, but not limited to, reviewing VIP reservations, administering amenity orders, managing resumes for incoming guests and groups, updating inventory in the system, monitoring special requests, and overseeing rate changes on in-house guests
• Initiate and implement marketing up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
• Ensure the Front Desk Manager checklist is complete at the conclusion of each shift and the checklists of each team member during the shift.
• Encourage and builds mutual trust, respect, and cooperation among team members.
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events
• Run and complete daily reports, analyze data and make decisions based on data
• Resolve guest issues and concerns to guest satisfaction
• Recruit, interview, and train team members

Our DNA is EPIC

Enthusiastic Positive Intuitive Caring

Olshan Properties is proud to provide equal opportunity to all employees and applicants for employment without regard to age, race, religion, sex, sexual preference, national origin, disability, veteran status, or genetics.  We maintain a drug-free workplace.