Overview

Are you a guest services and customer oriented professional with a passion for leadership, innovation, and driving results? The Magnolia Hotel in St. Louis, MO is seeking an Assistant Front Desk Manager to lead a world-class team. Our ideal candidate can inspire and motivate a team of professionals to provide superb guest service to our guest.

Responsibilities

In this role you will:

• • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
  • Maintain complete knowledge of all Travel Guide Standards.
  • Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
  • Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
  • Resolve guest complaints, ensuring guest complete satisfaction.
  • Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
  • Answer department telephone within first ring, using correct greeting and telephone etiquette.
  • Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
  • Ensure that current information on rates, packages and promotions is available at the Front Desk and that all associates are knowledgeable on such.
  • Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
  • Constantly monitor associate’s performance in all phases of service and job functions; rectify any deficiencies with respective personnel.
  • Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently; avoiding congestion in the Hotel Lobby.
  • Monitor communication logs and ensure that guest requests are followed up within a reasonable time ensuring guest follow-up at all times.
  • Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
  • Monitor the associate’s interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
  • Observe guest reactions and confer frequently with associates to ensure guest satisfaction.
  • Adhere to hotel requirements for guest/associate accidents or injuries and in emergency situations.
  • Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
  • Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or walked guests.
  • Review the arrival report for accuracy and completeness; rectify any deficiencies with respective personnel.
  • Ensure that all VIPs are pre-registered according to standards. Monitor VIP arrivals; greet and escort them to their room.
  • Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
  • Print special requests report and block according to specifications.
  • Print credit check report and review status of each account. Follow up on accounts beyond approved credit limits.
  • Review resumes for arriving groups; organize and coordinate master accounts and check-in/pre-registration of VIPs/Planners.
  • Review requests for late check-outs and approve according to occupancy. Communicate this information to Housekeeping and all necessary associates.
  • Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
  • Ensure training checklists and new hire on-boarding materials are updated and adhered to by the appropriate leader.
  • Conduct ongoing training with existing associates both at line-up and in a formal setting.
  • Provide feedback to Associates on their performance. Handle disciplinary problems and counsel employees.
  • Foster and promote a cooperative working climate, maximizing productivity and associate morale and engagement.

Qualifications

The ideal candidate will need:

• • High school diploma or equivalent
  • Completion of College Level courses with concentration in Business or Hospitality is strongly desirable.
  • Three (3) or more years experience as a Lead Front Desk Associate in the Hospitality Industry; preferably in a luxury 4 or 5 star/diamond hotel or resort.
  • Certification in CPR highly preferred
  • Familiarization of the following computer programs is a plus: Light Speed, Microsoft Office, Birch Street and Chip and Pin credit card machines.
  • Familiarity with Marriott Hotels is strongly desired.