Job Description

Job Overview:

We are seeking a dynamic Assistant Front Office Manager to join our team. The ideal candidate will have a passion for hospitality and excellent customer service skills. This role involves covering shifts at the Front Desk and overseeing front desk operations and ensuring exceptional guest experiences. Availability on Saturdays and Sundays are a must.

Responsibilities:

Assign duties to the front office team members; observes performance to ensure adherence to hotel policies and established operating procedures. Train front office team on proper revenue management procedures, including successful selling techniques, current specials and/or promotions, and rates/discounts structures. Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff is knowledgeable on such. Provide real time feedback and ongoing training to the front office team. Empowers front desk staff to successfully handle guest needs, special requests, and complaints. Ensure Best Western front desk standards are met, including monthly enrollment goals. Monitor and answer guest feedback; in person, online and surveys. Review reservations to ensure accuracy. Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently. Assist the FOM with group bookings: answer requests via phone or email, meet with clients and perform site inspections/tours as required, prepare contracts and secure room blocks.
Experience:

- Previous experience in a front desk or guest services role within the hospitality industry
- Proficiency in using phone systems and hotel management software (PMS)
- Strong customer service skills with a friendly and professional demeanor
- Bilingual or multilingual skills are a plus
- Excellent phone etiquette and communication abilities

Join our team and enjoy competitive pay, opportunities for career growth, and a supportive work environment. If you have a passion for hospitality and meet the qualifications, we would love to hear from you!

Job Types: Full-time, Permanent

Pay: From $55,000.00 per year

Benefits:

Company events Dental care Disability insurance Extended health care Life insurance On-site gym On-site parking Vision care
Experience:

Customer service: 2 years (required)
Work Location: In person