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Sage Hospitality Group · 7 hours ago

Assistant Front Office Manager

New Orleans, LA

Full-time

Onsite

Entry, Mid Level

$42K/yr - $45K/yr

2+ years exp

Sage Hospitality Group is seeking an Assistant Front Office Manager for Hotel de la Poste, located in the vibrant French Quarter of New Orleans. The role involves supervising daily operations of the Guest Services personnel, ensuring guest satisfaction, and maintaining quality service standards.

HospitalityLifestyleReal Estate Investment

Growth Opportunities

Responsibilities

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

Responds to inquiries regarding hotel information and guest concerns

Supervise the daily operations of the Guest Services personnel; promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success

Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested

Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts ensuring the guests are satisfied

Ensures the entire front desk team regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records

Courteously answers inquiries and accepts reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room rates, increase occupancy and revenue

Maintain good guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone

Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up to provide guests with timely and efficient service

Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy

Maintain a friendly, cheerful and courteous demeanor at all times

Perform other duties as assigned, requested or deemed necessary by management

Assist and make recommendations to the Assistant General Manager in the areas of conducting performance evaluations, discipline and terminations as appropriate

Coordinate guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience through top quality customer service

Coordinate and supervise the activities and foster good relations with our valet service, taxi services, and the Airport Connection to provide the maximum level of quality service

Provide information and assist staff in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction

Greet guests, offer assistance with check-in/check-out, deliver laundry and store luggage

Provide guest transportation as required by hotel’s standard operating procedures

Order all supplies and maintain inventory control minimizing unnecessary expenses

Follow-up on any complaints or problems a guest may experience in a timely and professional fashion to ensure a quality guest experience

Implement emergency training and procedures to ensure appropriate protection of the hotel’s guests, staff and company assets

Provide weekly schedule for all Front Office Associates, posted by 3pm on Friday

Responsible for covering/finding replacements for call-offs

Ensure proper communication to subordinates on all hotel activities in a way that insures that guest needs are being met in a timely fashion

Ensures all new hires are aware of all aspects of the hotel

Ensure all associates are properly trained on Fosse along with all other systems/procedures that will help them provide our guests with quality service. Make sure all Front Desk Associates are SSM trained

Provide motivation to the department

Ensure all Front Office Associate duties are completed daily (checklists, call back log, guest request log, wake-up log, etc…)

Provide assistance to other employees and departments to contribute to the best overall performance of the department and hotel

Ensure the front desk is represented at each Safety Committee Meeting

Participates in Hotel MOD program

Qualification

Marriott SystemsGuest ServicesCash HandlingCustomer ServiceOrganizational SkillsTactEnglish FluencyAttention to Detail

Required

High School diploma or equivalent

Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work

Must have total understanding of all hotel front office procedures

Requires working knowledge of guest services and hotel services, policies or operations. Working knowledge is generally learned on-the-job

Must have high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems

Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills

Must be fluent in oral and written English

Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations

Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks

Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc

Ability to read written forms of communication and monochrome computer screen

Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing

Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing

90% of shift is standing, Bending/kneeling - repeated bending and kneeling required while filing

Mobility - must be able to reach all areas of hotel to assist clients. Occasional standing. Occasional carrying and lifting of files and office items up to 25 lbs