Assistant Front Office Manager

Responsibilities

• Assist the Front Office Manager with assigning tasks and department shift coverage as needed.
• Field complaints and address guest concerns.
• Answer phone inquiries, direct calls and provide information.
• Oversee and supervise PBX, Front Desk, Guest Services, and Bell Person staff.
• Address complaints and requests with quality customer service skills.
• Monitor front desk and ensure that employees comply with all security procedures for guests and visitors.
• Create, organize, and maintain schedules for all employees in the department.
• Ensure front desk is always covered.
• Perform bookkeeping, reservations, and clerical duties.
• Fill in for night auditor and other front desk positions as needed.
• Other duties as assigned.

Excellent communication and interpersonal skills are essential including but not limited to written, verbal both in person and over the telephone; proficiency in Microsoft Office Suite required; ability to prioritize and work with minimum supervision; ability to maintain accuracy, quality and effectiveness under pressure and with competing deadlines, numerous interruptions and conflicting demands; knowledge of the city of Memphis and local and regional attractions helpful;

organizational skills to prioritize and complete a wide variety of tasks in a timely manner; capability to exercise tact and diplomacy during discussions with individuals who may be irate or upset; ability to perceive and deal with sensitive issues and maintain confidentiality; ability to deal successfully with a wide range of people; previous guest service/front desk experience required; must have an aptitude for supervisory responsibilities including performance appraisals, assigning tasks, motivating employees and encouraging employee development.

Ability to speak clearly and distinctly both in person and on the telephone, ability to stoop, reach, walk, and stand for long periods of time; ability to lift up to 25 pounds.

A valid driver’s license is required; must have hotel operation experience and/or equivalent education in hotel management/business administration; hospitality field or equivalent work-related experience is required; previous supervisory experience is preferred.

Ability to work weekends and occasional overtime and holidays as needed; ability to maintain confidentiality and objectivity; no smoking in the work area.