Job Details

ASSISTANT FRONT DESK MANAGER

The Gateway Hotel & Conference Center at Iowa State University is seeking an Assistant Front Desk Manager. The Gateway is the largest, full-service hotel and conference center in Ames, Iowa, with 187 guest rooms, a three-meal restaurant, and over 16,000 sq. ft. of banquet and meeting space.

The Assistant Manager is responsible for helping lead the Front Office Team to enthusiastically deliver first-class hospitality that exceeds guest expectations, develop supervisors and staff to ensure extremely satisfying guest experience of our reservations process, arrival experience, stay, and departure with accurate billing.

Responsibilities

• Manages day-to-day operations, ensuring the quality performance standards are being delivered and that exceeds guest expectations.
• Monitors, measures, follows-ups, and share guest feedback and concerns along with resolutions.
• Ensures daily and weekend cash handling is accurate and thorough.
• Troubleshoot and investigate discrepancies to improve systems and individual performance.
• Works with the sales department to coordinate group and VIP arrivals.
• Ensures that regular on-going communication is happening with employees to create awareness of business objectives.
• Professionally responds to complaints, resolve disputes, grievances, and conflicts in a timely manner. Escalates and shares with departmental teams.
• Manage employee and team performance to ensure guests are extremely satisfied at every interaction and opportunity.
• Work with the Front Office Manager on goals and projects to enhance learning and the workplace.
• Use all available on the job training tools for employees; leads on-going training initiatives and conduct training.
• Maintains the highest safety and security standards for hotel guests and employees.
• Follows up with accident investigations and works proactively to ensure a safe work environment.
• Maintains legal compliance, along with company policies, procedures, and standards.
• Manage payment of commissions to OTA’s
• Manage full scope of Group Room Bookings
• Deploy and update rate strategy in PMS and online extranets to maximize RevPAR.

Qualifications

• 1-2 years of work experience in a related position in the hospitality industry.
• Previous supervisory experience preferred.
• Must be able to work flexible shifts including holidays and weekends.
• Ability to learn new PMS and ORS.
• Additional computer systems experience with, Microsoft Office applications, Word, Excel, and Outlook preferred.
• Must possess excellent verbal and written communication skills.
• Must be able to work independently, without direct supervision as part of a cohesive team.
• Ability to think clearly, analyze and resolve problems, while exercising good judgment.
• Knowledgeable of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations.

Full-Time

Exempt