The Assistant Front Office Manager will provide supervision and leadership in the Front Office in accordance with the objectives, performance and quality standards established by the hotel.
Duties and Responsibilities:
*Recruit, train & manage the Front Desk and Guest Services departments ensuring that all Standard Operating Procedure's are in place and adhered to
*Responsible for addressing and resolving all customer service issues in a positive manner
*Assist Director of Front Office / Front Office Manager in report preparation. Manage office paper-flow, advanced deposits, faxes, mail, etc.
*Handle all overflow reservations calls as necessary to provide optimal customer service and minimal hold time and abandoned calls
*Knowledgeable of all rates, room types, hotel product and Gramercy Park Hotel's major competition making sure to maximize opportunities for rates.
*Ensures all special requests and VIP's are handled precisely and proficiently.
*Checks correspondence on a daily basis before arrival date and ensures all relevant information is acquired and fully documented and filing is up to date.
*Ensures all standards of personal appearance, grooming and conduct are an example to the team and provides a professional image at all times.
*Ensures work processes are in a logical order for Front Office colleagues making sure there is proper staffing at all times
*Covers Lobby Duty as needed making sure guests are greeted and escorted.
*Assists Front Office Manager with performing all aspects of colleague and training functions, including performance appraisals, coaching, training, etc.
*Performs any other reasonable duties that are required by the Front Office Manager, Director of Reservations / Director of Revenue Management, Director of Sales and Marketing, and the General Manager
