Front Office Manager l Aloft Hotel Portland Airport
Job description
- Provide support and act as MOD for hotel as needed.
- Document guests and employee incidents, accidents, safety and workplace concerns
- Ensures outstanding customer care at all times.
- Resolves customer issues, complaints and problems in a quick, efficient manner to
sense of urgency.
- Trains and directs the workflow and processes of the front desk.
- Coaches and counsels the front desk team members to ensure a quality operation.
- Supervises daily shift process ensuring all team members adhere to standard operating
- Promote teamwork and quality service through daily communication and coordination
- Ensures safety by following guest check in and security procedures and reporting
- Responds to telephone and in-person inquiries regarding reservations, hotel information
- Ensures front desk supplies are stocked and computer equipment functioning properly.
- Allocates rooms to expected arrivals after checking the guests preferences and special
- Controls cash transactions at the front desk and maintains accuracy of "Till Count" sheet.
- Cross checks all billing instructions are correctly updated - including Marriott reward
- Building wholesaler blocks in Lightspeed- including airlines manifest, add ons, or
- Send and collect agreements, payments, or authorizations via Sertifi.
- Use of eBonus tool for guest service recovery - issuing bonus points to Marriott Bonvoy
- Performs other duties as assigned, requested, or deemed necessary by management.
- Ensure accurate billing for all guests, loyalty programs are in place and a focus for the
- Assist department head with roll-out of SOPs and assisting the team to implement them.
- As requested, assist in training and develop associates
- Comply with attendance rules and be available to work on a regular basis.
- Embrace the Aloft culture personifying it in daily interactions with guests and Talent
- Use a positive and clear speaking voice, listen to and understand requests, respond with
fitness center and pool hours, and local attractions.
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Front Desk Supervisor
- Perform any other job-related duties as assigned.
- Must have the ability to communicate in English.
- Self-starting personality with an even disposition.
- Maintain a professional appearance and manner at all times.
- Can communicate well with guests.
- Must be willing to “pitch-in” and help co- workers with their job duties and be a team
- Ability to effectively deal with internal and external customers, some of whom will
information and resolve conflicts.
- Basic mathematical skills and considerable skill in the use of a calculator to prepare
- Ability to access and accurately input information using a moderately complex computer
- Ability to stand, walk and continuously perform behind the front desk.
- Ability to observe and detect signs of emergency situations.
- Ability to communicate verbally and in writing and prepare complex reports of room
- Ability to establish and maintain effective working relationships with associates,
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
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