Assistant Front Office Manager

Hotel: 

Atrium SPIRIT – where teamwork, passion and appreciation ignite service excellence

    
Primary Purpose:
The primary purpose of the Assistant Front Office Manager is to ensure that guests have an excellent hotel stay experience while performing front desk duties and directing front desk staff to greet guests, process check-ins and check-outs, issuing room keys, answering questions, and addressing guest requests as per brand and Atrium standards. 

Work Performed:

The Assistant Front Desk Manager will be tasked with the following duties, responsibilities, and assignments:

• Create a best in-class guest experience by engaging with guests, providing friendly courteous service, anticipating guest needs, and increasing guest loyalty;
• Respond to guest inquiries and requests and resolve guest issues in a timely, friendly and efficient manner;  Ensure that Associates are meeting guest needs and appropriately responding to guest concerns. Escalate guest concerns as appropriate;
• Help ensure financial goals of the department are being met through well managed stock, cost controls, and schedules;
• Supervise the front desk staff by ensuring opening and closing task checklists as assigned during the three shifts are completed;
• Answer inquires pertaining to hotel services, registration, shopping, dining and travel directions;
• Handle cash and credit card transactions and process guest accounts;
• As needed, fulfill all job responsibilities expected of Night Auditor, Shuttle Driver and Concierge Attendant;
• Deputize in the absence of the Front Office Manager;
• Follow all company and safety and security policies and procedures; report accidents, injuries and unsafe work conditions to management; complete safety training and certifications; and 
• Any and all other work as required to complete the primary purpose of the position.

Qualifications:

Required Prior Experience:

Prior customer service experience

Preferred Prior Experience:

Hospitality industry experience preferred

Required Education:

High School Diploma or equivalent

Preferred Licenses/ Certification:

Valid state driver’s license and adhere to all company guidelines regarding moving violations.

Required Technology:

Use computers and computer systems (including hardware and software) to enter data, or process information

Physical:

Able to lift a minimum of 50lbs occasionally

Able to stand and/or walk for duration of schedule shift

Other:

Able to read, write and communicate effectively in English 

Must be flexible to working days, early mornings, evenings, nights, weekends, and holidays

Competencies:

Organization

Can marshal resources (people, material, support) to get things done.  Can orchestrate multiple activities at once to accomplish a goal, uses resources effectively and efficiently.  Arranges information in a useful manner.

Customer Focus

Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Managing Diversity

Treats reports equitably; acts fairly; has candid discussions; doesn’t have a hidden agenda; doesn’t give preferential treatment.

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Pago por hora inicial: $20.00

Propósito primario:

El objetivo principal del Subgerente de recepción es garantizar que los huéspedes tengan una excelente experiencia de estadía en el hotel mientras realizan tareas de recepción y dirigen al personal de recepción para recibir a los huéspedes, procesar registros de entrada y salida, entregar llaves de la habitación, responder preguntas, y atender las solicitudes de los huéspedes según los estándares de la marca y Atrium.

Trabajo realizado:

El Subgerente de Recepción tendrá las siguientes tareas, responsabilidades y asignaciones:

Cree la mejor experiencia para los huéspedes de su clase interactuando con ellos, brindándoles un servicio amable y cortés, anticipándose a sus necesidades y aumentando su lealtad;

Responder a las consultas y solicitudes de los huéspedes y resolver sus problemas de manera oportuna, amigable y efficient;

Asegúrese de que los Asociados satisfagan las necesidades de los huéspedes y respondan adecuadamente a sus inquietude.

Intensificar las inquietudes de los huéspedes según corresponds;

Ayudar a garantizar que se cumplan los objetivos financieros del departamento mediante una buena gestión de existencias, controles de costos y cronogramas;

Supervisar al personal de recepción asegurándose de que se completen las listas de verificación de tareas de apertura y cierre asignadas durante los tres turnos;

Responder consultas relacionadas con servicios de hotel, registro, compras, restaurantes e indicaciones para viajar;

Manejar transacciones en efectivo y con tarjeta de crédito y procesar cuentas de huéspedes;

Según sea necesario, cumplir con todas las responsabilidades laborales que se esperan de un auditor nocturno, un conductor de transporte y un asistente de conserjería;

Supler en ausencia del Gerente de Recepción;

Seguir todas las políticas y procedimientos de seguridad y de la empresa; informar a la dirección sobre accidentes, lesiones y condiciones de trabajo inseguras; completar capacitación y certificaciones de seguridad;

Cualquier otro trabajo necesario para completar el propósito principal del puesto.

Calificaciones: Experiencia previa requerida: Experiencia previa en servicio al cliente.

Experiencia previa preferida: Se prefiere experiencia en la industria hotelera. Educación requerida: Diploma de escuela secundaria o su equivalente Licencias/Certificación preferidas: Licencia de conducir estatal válida y cumplimiento de todas las pautas de la compañía con respecto a infracciones de tránsito.

Tecnología requerida: Usar computadoras y sistemas informáticos (incluidos hardware y software) para ingresar datos o procesar información.

Físico: Capaz de levantar un mínimo de 50 libras ocasionalmente. Capaz de pararse y/o caminar durante el turno de horario Otro: Capaz de leer, escribir y comunicarse eficazmente en inglés. Debe ser flexible para días laborables, madrugadas, tardes, noches, fines de semana y feriados.

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When you’re an Atrium Associate, you’re a part of a crucial workforce providing the ultimate ‘Home Away From Home’ for our guests. We know that it takes a lot of time and effort to provide these exceptional experiences, so we reward your efforts with a competitive compensation plan and other benefits and perks that allow you to offer your best to our guests. These benefits include:

• Daily Pay
• Significant Travel Discounts on Marriott and/or Hilton properties
• 401k Plans
• Medical Insurance
• Other property specific benefits

Plus, we make sure you can grow your career the way you want to through Internship programs, training and development and over 80 hotels that offer incredible opportunities for career driven associates.

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Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.

Atrium Hospitality provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Atrium Hospitality brinda igualdad de oportunidades de empleo a todos los empleados y aplicantes de empleo y prohíbe la discriminación y el acoso de cualquier tipo sin distinción de raza, color, religión, edad, sexo, origen nacional, estado de discapacidad, genética, estado de veterano protegido, orientación sexual, género de identidad o expresión, o cualquier otra característica protegida por las leyes federales, estatales o locales. Esta política se aplica a todos los términos y condiciones de empleo, incluido el reclutamiento, la contratación, la colocación, la promoción, la terminación, el despido, el retiro, la transferencia, las licencias, la compensación y la capacitación.

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