Assistant Front Office Manager

Wurzak Hotel Group is looking for an experienced Assistant Front Office Manager to support the Guest Services department at our gorgeous property, Sheraton Valley Forge Hotel.

This position will d irectly supervises all front office personnel and ensures proper completion of all front office duties.

Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas.

Prepares monthly reports and may prepare a budget for front office department.

The Company operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting and ending times, and hours worked in a week.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Interview, select, train, schedule, coach, and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with company core values
• Manage the Desk, Bell and Audit
• Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction
• Participate in lobby ambassador and other activities related to interacting with guests on an individual level, thus creating a relationship and culture that will result in repeat stays
• Oversee front office operations in the absence of the Director of Front Office
• Perform book-keeping activities such as balancing accounts and conducting audits
• Make and confirm reservations
• Promote Wurzak Hotel Group and brand-specific marketing programs
• Greet guests immediately upon arrival; register and assign guests to hotel rooms
• Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate
• Compute bills, collect payments, handle cash, and make change for guests
• Close out guest accounts at time of check out.

In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances

• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies
• Ensure hotel entrance, reception and other public areas are properly maintained in regard to cleanliness and appearance
• Perform other duties as requested by management
• Lightspeed Experience is preferred

Qualifications

The Company may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below.

Education and Experience

• Associate degree or equivalent experience
• Two years of customer contact and supervisory experience in the hotel industry
• Knowledge of PMS system helpful

Compensation and Benefits

• Competitive Salary
• Paid Time Off
• Medical, Dental, Vision health insurance
• Robust supplemental insurance for Life, AD&D, Pets, legal and more
• Wellness programs for mental, physical, and financial wellness
• Hotel and travel discounts
• Generous retirement / 401k benefits
• Education and professional development

Wurzark Hotel Group is an equal opportunity employer that is committed to diversity and inclusion in the workplace.

We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.