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Crescent Hotels & Resorts · 6 days ago

Assistant Front Office Manager

Huntsville, AL

Full-time

Onsite

Mid Level

Crescent Hotels & Resorts is seeking an Assistant Front Office Manager to oversee daily operations at the Front Desk. The role involves managing guest relations, training staff, and ensuring high levels of service and satisfaction while complying with company standards.

HospitalityLeisure

Growth Opportunities

Responsibilities

Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate

Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business

Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers

Supervise the Guest Service Agents

Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action 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

Comply with attendance rules and be available to work on a regular basis

Qualification

Customer serviceConflict resolutionMathematical skillsComputer proficiencyProfessional appearanceEffective communicationTeamwork

Required

Must have the ability to communicate in English

Maintain a professional appearance and manner at all times

Can communicate well with guests

Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts

Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error

Ability to access and accurately input information using a moderately complex computer system

Ability to stand, walk and continuously perform behind the front desk

Ability to observe and detect signs of emergency situations

Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated

Ability to establish and maintain effective working relationships with associates, customers and patrons