Front Office Assistant

Full-Time

The Holiday Inn Express & Suites – Latham, is looking for an experienced Front Office Assistant to join their team! This role would be responsible for assisting the General Manager in the daily operations of the front office. Acting as the main contact for guests and other hotel departments, they will 
coordinate front office activities of the hotel and resolve problems arising from guests’ complaints. They will also assist in reservation and room assignment activities, and respond to any requests and inquiries from guests. The FOA will assist in completion of new-hire paperwork, and work with both recruitment and department managers on staffing needs. Responsibilities also include front desk coverage for breaks/lunches, and acting as back up Front Desk Agent in certain situations.

Responsibilities:

Have working knowledge of hotel programs and software

Reviews guest satisfaction results and other data to identify areas of improvement

Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations

Communicate any outstanding guest requests or issues to the General Manager that may require additional monitoring or follow-up

Work closely with the GM regarding day-to-day staffing requirements, schedule creation, and planning and assigning tasks

Work closely with the Housekeeping Supervisor on all in-house room requests, issues, and room status

Work closely with Housekeeping, Maintenance, Breakfast and Sales to assure groups and special functions are carried out smoothly

Ability to communicate with managers and staff in a positive, efficient, and friendly manner

Assist in recruitment activities as needed

Flexibility to step into whatever role is needed to deliver exceptional customer service. This may include taking on job responsibilities outside of this job description and may require assisting other departments in their regular functions

Acts as Front Desk backup

Other duties as assigned

Requirements:

High school diploma or equivalent

Previous hospitality experience preferred

Must have excellent communication skills, both verbal and written

Must be extremely professional in appearance, demeanor, and communication

Must have excellent customer relations skills and leadership capability

Must be detail oriented with outstanding organizational skills

Willingness to work weekends, holidays, and/or flexible hours based on hotel needs