Summary: Provides assistance to the Front Office Agents by providing support, training and the necessary tools to enable them to perform their jobs efficiently and effectively. Assists guests in a professional manner.Click HERE for Benefit Information! Essential Duties and Responsibilities include the following. Other duties may be assigned. • Answers inquiries pertaining to hotel policies and services.• Effectively resolves problems for guests.• Responsible for thorough guest registration and efficient checkout.• Assists Agents with guest requests and in finding resolution to guest issues.• Assists Front Office Manager with evaluating Front Desk Agents and Senior Agents.• Takes appropriate disciplinary action if/when necessary with Front Desk Agents and Senior Agents.• Ensures proper blocking and inventory control of rooms for the property.• Answers phones, takes messages, and responds to phone calls as needed.• Assists hotel guests with reservations, transportation arrangements and any other needs they may have.• Obtains complete and accurate information when handling all guest requests.• Balances his/her bank accurately and follows company policy regarding check acceptance.• Oversees staffing of all desks to ensure all areas are staffed to provide guest service.• Handles guest related inquiries, check in, check out and problems in a timely manner.• Maintains and controls room inventory to increase occupancy and profitability.• Informs all agents of daily information regarding groups and hotel operations.• Trains new agents both on and off the desk. Provides additional training to staff as needed on existing procedures.• Preplans and accommodates guest requests whenever possible to meet and exceed guest expectations. • Ability to upsell guests into higher room categories.• Motivates and trains agents in proper upsellling technique.Qualifications:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Education/Experience:Bachelor's degree (B. A.) from four-year college or university; or two to four years related experience, with a minimum of one year in a supervisory role, and/or training; or equivalent combination of education and experience.Language Ability:Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.Math Ability:Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.Computer Skills: To perform this job successfully, an individual should have knowledge of word processing, spreadsheets, e-mail, and Internet software.Certifications:Current AHLA certification or the ability to obtain such certification within 90 days of hireSupervisory Responsibilities: Directly supervises employees in the Front Office. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Work Environment:The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.Physical Demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job the employee is regularly required to stand; walk and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. The employee is frequently required to lift up to 10 pounds and up to 25 pounds. The employee is occasionally required to lift up to 50 pounds. The vision requirements include: close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.