Assistant Front Office / Reservations Manager

Job Description

Be a part of our opening team at The Hotel at University of Maryland! The hotel will open late spring/early summer 2017.

Duties and Responsibilities

  • Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all standards are being applied
  • Monitor and maintain the front office systems and equipment to ensure their optimum performance
  • Track guest satisfaction surveys and maximize usage of the guest response tracking system
  • Communicate both verbally and in writing to provide clear direction to staff
  • Interact positively with guests and take action to resolve problems to maintain a high level of guest satisfaction and quality
  • Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied
  • Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction
  • Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations
  • Resolve guest complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of guest satisfaction and quality
  • Regular attendance in conformance with the standards is essential to the successful performance of this position
  • Monthly inventory of all supplies, maintain par levels of supplies by placing the required orders
  • Attend weekly meetings
  • To be present during the peak operational hours/times ie: Weekends, Holidays and Special Events
  • Able to interpret financial results in regards to revenues, payroll, cost and expenses
  • Responsibilities include routinely inspecting the hotel and public area’s actively working the front desk, ensuring completion of front desk daily duties, quality of service and night audit accuracy
  • Contribute to the team’s effort by accomplishing tasks and assisting with projects as needed
  • Comply with all Southern Management’s policies and procedures
  • Perform various other duties as assigned by Manager and/or Supervisor

Skills Required

  • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards
  • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
  • Maintain positive guest relations at all times
  • Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately
  • Advanced knowledge of reward program
  • Able to handle cash and credit transactions
  • Computer literacy and financial management a must
  • Able to effectively deal with internal and external guests, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
  • General knowledge of local area attractions and transportation
  • Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates
  • Able to make sound business decisions and take action quickly based on previous experience and good judgment
  • Understand the English language both in written and verbal form

Key Performance Indicators

Exhibits the following performance expectations:

o Teamwork

o Dependability

o Communication

o Understands Role, Responsibilities and Job Skills

o Time Management and Planning

o Quality of Work

o Safety

  • Work is completed in a professional manner
  • Effective relationships with team members and guests are maintained
  • High Guest satisfaction feedback
  • Low cash varian

The Benefit of Benefits:

Hourly rate is only part of the employment equation. Benefits add significant dollars to your total compensation package and greatly improve your quality of life. Southern offers one of the best benefits packages in the industry.

Southern provides:

  • Health and Dental Insurance for you, your spouse and/or immediate family at a remarkably low cost
  • Dollars back on eye exams, lenses and frames
  • Group Term Life and AD&D Insurances
  • A Pension Retirement Plan
  • Leave: paid holidays, paid time off, pay for bereavement/funereal leave and jury duty
  • Short Term Disability Insurance
  • Continuing Education
  • Rental Discounts at our apartment-home communities
  • Uniforms and weekly cleaning services for service team members

At reduced rate additional cost, you can customize your package to include: Long Term Care, AFLAC, MET Life Home/Auto, Section 125, 401K Plan, 401K Roth

Benefit eligibility is dependent on Team Member Status and benefits differ depending on whether your status is full-time (40 hrs/week), modified full-time (30-39 hrs/week), or part-time (1-29 hrs/week). All benefits are subject to cancellation and/or change at any time.


Meet Some of Southern Management Corporation's Employees

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