Assistant Front Office Manager - AC Hotel MPLS Downtown

AC Hotels encompass Spanish roots, European soul and a global mindset.  A timelessly modern hotel at an unusually smart value lifestyle brand.  The AC Hotel by Marriott Minneapolis is located in downtown Minneapolis at the intersection of 4th and Hennepin across 4th Street from the Minneapolis Public Library. This 9-story, 245-key hotel will contain the AC lounge and bar, AC library, media salons, meeting space, boardroom and fitness center and will connect to the City skyway system.

Sage Hospitality is set to hire for the AC Hotel Minneapolis Downtown.  You will contain a creative spirit that makes this AC Marriott come to life, all the while precisely managing the operation keeping the hotel profitable.

Respond in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to inquiries regarding hotel information and guest concerns. Supervise the daily operations of the Guest Services personnel; promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.

• Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.

• Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts ensuring the guests are satisfied.

• Ensures the entire front desk team regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.

• Courteously answers inquiries and accepts reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room rates, increase occupancy and revenue.

• Maintain good guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.

• Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up to provide guests with timely and efficient service.

• Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.

• Maintain a friendly, cheerful and courteous demeanor at all times.

• Assist and make recommendations to the Director of Operations in the areas of conducting performance evaluations, discipline and terminations as appropriate.

• Coordinate guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience through top quality customer service.

• Provide information and assist staff in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction.

• Order all supplies and maintain inventory control minimizing unnecessary expenses.

• Follow-up on any complaints or problems a guest may experience in a timely and professional fashion to ensure a quality guest experience.

• Implement emergency training and procedures to ensure appropriate protection of the hotel’s guests, staff and company assets.

• Responsible for covering/finding replacements for call-offs.

• Ensure proper communication to subordinates on all hotel activities in a way that insures that guest needs are being met in a timely fashion.

• Ensures all new hires are aware of all aspects of the hotel.

• Ensure all associates are properly trained on Fosse along with all other systems/procedures that will help them provide our guests with quality service. Make sure all Front Desk Associates are SSM trained.

• Provide motivation to the department.

• Ensure all Front Office Associate duties are completed daily (checklists, call back log, guest request log, wake-up log, etc…)

• Provide assistance to other employees and departments to contribute to the best overall performance of the department and hotel.

• Ensure the front desk is represented at each Safety Committee Meeting.

• Participates in Hotel MOD program

Education/Formal Training

High school education or equivalent.

Experience

One to two years of employment in a related position with this company or other organization(s).

Knowledge/Skills

• Excellent comprehension for assisting with guest and associate matters. 
• Must have excellent oral communication for communicating with guests and associates, issuing instructions and communicating policies.
• Excellent comprehension required to read and implement policies and procedures; writing schedules and reading forecast and SOPs.
• Must have knowledge of chemicals/agents for training purposes.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to read written forms of communication and monochrome computer screen.

• Must be able to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.

• Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.

• 90% of shift is standing, Bending/kneeling - repeated bending and kneeling required while filing.

• Mobility - must be able to reach all areas of hotel to assist clients. Occasional standing. Occasional carrying and lifting of files and office items up to 25 lbs.

Environment

• Work inside 95%Material/Equipment Used

• Prolonged standing at indoor, thermostatically climate-controlled workstation.

• Unlimited paid time off
• Medical, dental, & vision insurance
• Health savings and flexible spending accounts
• Basic Life and AD&D insurance
• Company-paid short-term disability
• Paid FMLA leave for up to a period of 12 weeks
• Employee Assistance Program
• Great discounts on Hotels, Restaurants, and much more
• Eligible to participate in the Employee Referral Bonus Program. Up to $1,000 per referral