Assistant Front Office Manager
Company: The Logan - Philadelphia's Hotel
Location: Philadelphia
Posted on: March 20, 2023
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Job Description:
Why us?
American freedom gained its foothold in Philadelphia -a fiercely
independent spirit that remained to infuse its commerce, its
culture, and its people. At the intersection of it all -the very
vibrant Logan Square, now anchored by its namesake hotel, The
Logan. The Logan inspires with a lively urbane flair and luxe
aesthetic-a modern hotel designed as the beating heart of the city
it calls home. The hotel makes a grand first impression-with its
own collection of artworks, its subdued brand of stellar service,
its unassuming luxury, and its warm and neighborly welcome.
Confident and sophisticated, with an artful point of view.
Our associates understand the needs and wants of our guests and can
address them without hesitation.They create a personalized
experience for each person who visits The Logan and support one
another in doing so.If you have a passion for pleasing others, a
get it done mentality, and are looking for an opportunity to make a
difference every day by enriching the lives of others, TheLogan
Hotel may be for you.
Job Overview
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.
Responsibilities
-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
Keywords: The Logan - Philadelphia's Hotel, Philadelphia , Assistant Front Office Manager, Administration, Clerical , Philadelphia, Pennsylvania
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