Front Office Manager - The Aviator Hotel Anchorage - Aviator Hotel

PRIMARY MISSION:

Direct and supervise the daily operations of The Aviator Hotel Anchorage's front office within corporate and hotel guidelines to provide the highest standards of courteous service while permitting acceptable profit levels. Position supervises daily operations in maintaining the Front Desk and Guest Services operating efficiently and effectively. Position also supervises other areas as Manager on Duty of Hotel in the absence of other supervisory personnel.

SCOPE OF WORK + TEAM

• Reports to General Manager
• Perform special projects and other responsibilities as assigned.
• Participate in hotel committees, MOD program and task force assignments.
• Assist the General Manager in all areas requested and act in his/her place during his/her absence

RESPONSIBILITIES

• Review VIP reservations, amenity orders, and resumes for incoming and in-house guests. Update the computer system by inputting inventory and non-inventory groups. Control suites to ensure suites and special blocks are handled correctly. Communicate with other departments to ensure proper handling of guests and groups. Maintain contact with Reservation and Sales regarding requests for suites, special accommodations, etc. Maintain control over rate changes on in-house guests.
• Compute daily payroll, schedules, and other reports. Analyze data and make decisions based on previous experience and knowledge of circumstances to prepare daily forecast of expected arrivals and departures.
• Performing front desk supervisor duties; handling cash, making change and balancing an assigned house bank. Accept and record vouchers, credit cards/travelers checks, and other forms of payment. Count cash and other methods of payment at the end of the shift to verify and balance the house bank.
• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues. Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Plan and implement detailed steps by using experienced judgment and discretion.
• Communicate effectively both verbally and in writing to provide clear direction to staff. Observe performance and encourage improvement. Administration of disciplinary procedures. Monitor lobby traffic and makes staffing adjustments accordingly.
• Organize and coordinate all front office meetings. Attend mandatory hotel meetings, representing the front office in the absence of the Director of Front Office Operations.
• Monitor and report on expenses (Payroll and supplies) to aid in controlling costs while ensuring adequate staff and supplies are on hand to provide top quality service.
• Refer and follow up on maintenance issues/problems with Engineering to protect hotel assets, ensure a safe, accident free environment for guests and employees and maintain/ improve guest satisfaction.
• Implement emergency training and procedures to ensure appropriate protection of the hotel's guests, staff and company assets.
• Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator, and Reservationist.

EXPERIENCE:

Prior Experience:

• 3+ years of employment in a related position with this company or other organization(s).

IT Expertise:

• Advanced knowledge of computer software (including Microsoft Office, outlook, Oprah PMS) and web analytics tools is preferred.
• Ability to operate a computer, calculator, phone switchboard/console, printer, radio/blue tooth

Education:

• Two-Year College Degree or equivalent required

Subject Expertise:

• Requires thorough knowledge of the Front Office Operation
• Requires Supervisory/Management skills
• Must maintain a warm and friendly demeanor; maintains composure and objectivity when needed
• Very good telephone and guest relations etiquette and skills
• Demonstrate a working knowledge of all property safety and security procedures as required maintaining a secure and safe environment for employees as well as guests.
• Read and abide by all the regulations and rules of conduct stated in the Associate Handbook.
• Must be service oriented with excellent customer service and sales skills
• Must be able to effectively communicate to guests, management, and coworkers
• Good written/verbal communication skills;
• Must be energetic and outgoing
• Must possess excellent interpersonal and organizational skills
• Must be able to follow directions with attention to detail, speed and accuracy
• Must be a team player with the ability to work under minimal supervision
• Must be able to multi-task in a fast-paced work environment
• Must be able to understand and work with basic financial information and solve basic arithmetic problems
• Must be able to type 45 wpm and have the ability to input data and access information on the computer
• Must be able to exercise confidentiality and discretion.

OTHER EXPECTATIONS:

• Abide by payroll policies, procedures and rules of conduct as stated in the Associate Handbook.
• Demonstrate a working knowledge of all company safety and security procedures.
• Travel required: As needed for hotel familiarization, content creation shoots and to meet with colleagues.
• Hours Required: Must primarily work during business hours, Monday - Friday 8am - 5pm (PST), while understanding that the hotel business functions 24/7 and some weekend or holiday work may occasionally be required.

The Aviator Hotel offers an empowered working environment that encourages collaboration and flexibility. We offer a superior benefits package to employees who work 20 hours/week or more that includes:

Full Time Benefits

• Competitive Base Salary
• PTO
• Medical, Dental, Vision, Life, Pet Insurance
• 401K
• Bereavement Leave
• Management Contract Referral Program
• Education Assistance

Additional Per Position

• Employee Rates at all 46+ sister hotels
• Monthly Cell Phone Stipend
• Dry Cleaning Services
• Hotel Level Executive Bonus Program
• Retention Bonuses
• Lead Share Program
• Associate of the Month/Quarter & Company-wide Associate of the Year Programs
• Associate Referral Bonus Program

Company Culture:

• CONNECTED. We are plugged into people, technology and the cutting edge of culture.
• INDEPENDENT. We are free-thinkers who embrace diversity and advocate for innovation.
• COLLABORATIVE. We are collaborative and believe that the best solutions are found by working hand-in-hand.
• PERSONALIZED. We are devoted to authentic human connection, personalizing our approach to the guests and owners that we serve.
• DYNAMIC. We are analytic thought leaders who harness the power of data to maximize return on investment.

The Aviator Hotel is an equal opportunity employer. The company provides equal employment opportunity for all associates and prohibits discrimination based on race, color, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth, or breastfeeding), gender, religious creed (including religious dress and grooming practices), marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, genetic information and characteristics, sexual orientation, gender identity or expression, military or veteran status, or any other basis protected under federal, state, or local laws. The Aviator Hotel also provides reasonable accommodations for qualified applicants and employees with disabilities or medical conditions in accordance with applicable laws.

Full-time, In-person in Downtown Anchorage

Experienced applicants only.