Assist Front Office Manager - Baltimore

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Assistant Front Office Manager at the Delta Baltimore North in Baltimore, MD. · Job Purpose: · Responds in a professional and courteous manner to ar ...

Job description

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Assistant Front Office Manager at the Delta Baltimore North in Baltimore, MD.

Job Purpose:

Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services.

Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Warm, knowledgeable service and helpful guidance reassure guests they've made the right choice to stay with us.

Ensure an optimal level of service and hospitality is provided to the guests during the AM, MID and PM shifts.

Resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.

Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.

Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote "preferred" guest program and provide recognition and benefits to all current members.

Accept payment for guests' accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests.

Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.

Promptly respond to and resolve guest complaints

Answer telephone promptly and properly being polite, courteous, and friendly

Be friendly, thorough, accurate and efficient in taking reservations

Be friendly, thorough, accurate and efficient in performing Check-ins

Be friendly, thorough, accurate and efficient in performing Check-outs

Assist guests with luggage upon their arrival to and departure from the hotel

Use the guests' names

Be knowledgeable and helpful about the local area, the hotel and hotel services

Handle messages, wake-up calls, mail, and faxes properly

Follow all applicable Company Standard Operating Procedures.

Perform other assignments as directed by the Front Desk Manager and General Manger.

Be an enthusiastic, helpful and positive member of the team

Be professional, responsible and mature in conduct and behavior

Be understanding of, encouraging to and friendly with all co-workers

Be self-motivated and use time wisely

Maintain open line of communications with each department

Communicate pertinent information

Respond positively to new ideas

Openly accept critical/developmental feedback

Be available to help other departments in emergency situations

Adhere to all work rules, procedures and policies established by the company including, but not

limited to those contained in the associate handbook.

Safety and Security Skills

Be knowledgeable of policies regarding emergency procedures and security concerns

Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available

Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; have in depth knowledge of and regularly re-stock and sell pantry items

Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets

Have full understanding of franchise honors program

Ensure all customers establish credit upon check-in.

Improves timeliness of cash flow by adhering to all established credit and inventory control procedures:

Verifies all information on reservations check-in; name, address, method of payment, etc.

Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers

Identifies and records special billing instructions and notifies accounting

Completes shift closing accurately by getting appropriate approval signatures and authorization codes

Adheres to hotel policies regarding the use of cash banks

Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift

Report potential sales contacts to the sales department protection of guests' room numbers.


Qualifications and Requirements:
High School diploma /Secondary qualification or equivalent.

Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.

Core Schedule:
(subject to hotel demand) AM, Mid Day and PM shifts

This job requires the ability to perform the following:

Must be able to speak, read, write and understand the primary language(s) used in the workplace.

Must be able to read and write to facilitate the communication process.

Requires good communication skills, both verbal and written.

Must possess basic computational ability.

Must possess basic computer skills.

Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions.

Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.

Must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task.

Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.

Must be able to lift up to 15 lbs occasionally.

Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.

Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates

Vision occurs continuously with the most common visual functions being those of near vision and depth perception.

Ability to spend extended lengths of time viewing a computer screen.

Requires manual dexterity to use and operate all necessary equipment.

Must have finger dexterity to be able to operate office equipment


Other:
Being passionate about people and service.

Strong communication skills are essential when interacting with guests and employees.

Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.

Basic math skills are used frequently when handling cash or credit.

Problem-solving, reasoning, motivating, and training abilities are often used.

Have the ability to work a flexible schedule including nights, weekends and/or holidays


Amazing Benefits At A Glance:
Salary $20-$22 per hour based on experience

Team Driven and Values Based Culture

Medical/Dental/Vision

Vacation & Holiday Pay

Employee Assistance Program

Career Growth Opportunities/ Manager Training Program

Reduced Room Rates throughout the portfolio

Employee discount

Life insurance