Asst Front Office Manager

What we're looking for: The Front Office Assistant Manager partners with the Front Office Manager and/or the Director of Front Office to lead the daily operations of the Front Office while creating exceptional guest experiences and supporting a positive, high-performing team. This position serves as a working leader who coaches employees, solves problems, and ensures operational excellence. The Assistant Manager is expected to lead by example, uphold Chico's culture and values, and provide outstanding hospitality to every guest from arrival through departure. Training and development is a core component of this position.

ESSENTIAL FUNCTIONS AND GENERAL DUTIES:(Not limited to these duties. You will be asked and expected to perform duties beyond these as needed.)

• Understands and upholds Chico’s Mission, Employment Guidelines, policies and procedures.
• Understands and follows all management policies and promotes Chico culture.
• Leads Front Office operations in the absence of the Director and/or Manager.
• Is responsible for handling escalated Guest or Employee issues as needed
• Is responsible for working along team members as scheduled. 
• Will act as MOD as needed.
• Assists the Director with on-boarding/training new employees.
• Coaches, mentors and develops Front Office Team members.
• Addresses conflicts privately and uses proper documentation.
• Assists in monitoring job satisfaction and individual development of staff.
• Leads department training on all duties and tasks.
• Answers telephone calls from guests seeking to make or cancel reservations.
• Greets arriving guests, assigns rooms, issues keys, collects guest payment and billing information.
• Answers guest requests for any special needs while in house.
• Assists dissatisfied guests, and finds ways to resolve issues to the guest’s satisfaction.
• Assist guests with concierge services, as available, to include ground transportation, restaurant reservations, information about the property and locale.
• Is responsible for accurate accounting of cash drawers and other accounting processes.
• Is responsible for daily opening and closing procedures.
• Is responsible for following protocol for call-in and/or covering shifts.
• Is responsible for providing Great Service to guests and team members. 
• Is responsible for upholding departmental dress code and personal hygiene standards.
• Participates in Chico’s Passport program. Attends necessary classes and facilitates team members completion of Passports in the prescribed time frame.
• Is responsible for maintaining cleanliness and organization in departmental work area.
• Helps host department huddles to include department training, performance measures, safety issues, and Chico Culture.

KNOWLEDGE, SKILLS AND ABILITIES DESIRED:

• Passion for creating exceptional guest experiences.
• Knowledge of front office and/or housekeeping operations in a hotel setting.
• Proven experience as an effective manager.
• Excellent communication skills.
• Core Customer Service skills and training.
• Knowledge of Tech/Software platforms used in daily work.
• Ability to multi-task and work with high detail.
• Ability to work at computer station for extended periods of time.

PHYSICAL REQUIREMENTS: The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Able to reach, bend, and stoop.
• Able to lift or carry 5 lbs. to 20 lbs.
• Able to work with full use of both hands.
• Able to go up and down stairs with and without carrying items.
• Able to stand for long periods of time.
• Able to sit for long periods of time.
• Able to type 30 Words Per Minute