Assistant Front Office Manager

COMPANY OVERVIEWWith a culture of constant improvement, Brandt Hospitality Group is working to grow our business by growing our people.
Our corporate office is headquartered in Fargo, North Dakota, and supports the construction and management of our hotels. BHG currently manages 18 hotels, both newly constructed and acquired, with two more slated to open in 2023.
We are building hotels from Oregon to Maine and can offer a wide range of opportunities at every level of the hotel business. There will never be a better time to join an inspired, growing company than right now.
JOB SUMMARY As Assistant Front Office Manager, you will be responsible for assisting in the day-to-day leadership and direction of the Guest Services Team by maximizing revenue and maintaining the highest level of guest satisfaction. The Assistant Front Office Manager will be required to work varying schedules as dictated by the business needs of the hotel. This includes attendance at all scheduled brand and job specific training sessions and meetings. May require nights, weekends, and holidays. RESPONSIBILITIES:

• Facilitate open employee communication to discern grievances and respond to grievances in appropriate manner including readdressing those meriting correction.
• Anticipate guests’ needs and respond timely, efficiently, appropriately and in a friendly manner.
• Maintain a professional image at all times through action, appearance, and dress.
• Book guest hotel reservations; register guests to the hotel, verifying reservation, personal information and securing payment information
• Ensure direct report staff receive proper training, including safety training and standard operating procedures.
• Ensure every guest is greeted and welcomed in a unique and personable way upon arrival.
• Promote the brand loyalty program and provide recognition and benefits to all present members.
• Follow Company policies and procedures.
• Manage human resources functions of direct reports by controlling turnover, motivating employees, focusing on employee development and retention.
• Responsible for cash drawer contents and transactions during shift.
• Resolve guest complaints regarding service and/or accommodations.
• Maintain accurate records including cash flow sheet, direct bill accounts, credit card receipts, registration cards, reservation cards, direct bills, credit cards, and IRS.
• Other duties as assigned by supervisor or management.
• Assign duties to staff and observe performance to ensure adherence to hotel policies and established operating procedures.
• Handle confidential information, including guest records, with a high degree of integrity.
• Assist with the recruitment and selection of department staff.
• Assist with leading the operations of the Guest Services Team, maximizing financial performance and guest satisfaction while upholding brand standards and driving the Brandt Hospitality culture.
• Answer and route calls as appropriate; takes guest messages with accuracy.
• Communicate larger housekeeping and maintenance issues to the respective departments, for immediate attention.
• Cover shifts at the front desk as scheduled or as necessary due to staffing situations; often works a required number of desk shifts each week while also completing management duties.

QUALIFICATIONS:

• Ability to observe and detect signs of emergency situations
• Proficiently speak, read, write, and comprehend the English language. Ability to speak other languages in a multicultural work environment can be extremely helpful in facilitating good communication among all hotel team members and guests.
• Demonstrate genuine care for customers and employees.
• Knowledge of front desk operations and procedures, guest services and hotel service
• Comfortable conversing with individuals from a variety of backgrounds and at all organizational levels.
• Able to prioritize, organize, and manage multiple tasks.
• Able to work independently and desire to participate as part of a team.
• Create sense of urgency in matters that will impact the success of the business.
• Able to read and write to facilitate the communication process.
• Able to work in fast paced environment.
• Able to use tact and understanding when dealing with a variety of customer service problems and/or employee complaints, including stressful and highly emotional situations.
• Possess proficient computer skills including proficient knowledge of MS Office products, knowledge of brand operating systems preferred.

EDUCATION

• Associate degree in Hotel/Restaurant Management, Business Administration, or Management or similar degree preferred; or equivalent combination of education and experience.

EXPERIENCE

• One to two years’ experience in hospitality industry required. Previous supervisory experience preferred. Previous hotel ‘brand’ experience preferred.

BENEFITS

• Associate Hotel Discounts Worldwide!
• PTO Accrual from day one!
• Short Term & Long Term Disability Insurance
• 401(k) with Employer Match
• Paid Life Insurance
• Health, Dental and Vision Insurance
• Employee Assistance Program

Brandt Hospitality Group is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. We do not discriminate on the basis of disability, veteran status or any other basis protected under federal, state