Assistant Front Office Manager - Hotel Polaris

Are you ready to help shape the future of travel and hospitality at the new Hotel Polaris at the U.S. Air Force Academy? Hotel Polaris is seeking an exceptional Assistant Front Desk Manager to join our team and play a vital role in shaping the success of Hotel Polaris, an instant icon on the hospitality landscape of Colorado Springs. Your efforts significantly influence the unique and distinctive experiences we seek to deliver to our guests and team members alike. We're looking for someone who wants to be a part of something bigger and shares our passion for creating unforgettable guest experiences, nurturing a vibrant company culture, and building strong connections with our communities.

• →Demonstrate the ability to effectively interact, coordinate, and communicate through daily pre-shift meetings with all team members of high guest impact areas (i.e. reservations, guest services, housekeeping, etc.) to ensure a smooth arrival through departure experience for all guests.
• →Be an expert and demonstrate knowledge of: all hotel features/services, hours of operations, room types, room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status, and scheduled in-house group activities to anticipate and respond to guest inquiries promptly and accurately.
• →Champion, promote, and successfully track departmental and organizational initiatives e.g. upsell programs.
• →Ensure front desk agents properly complete required checklist items at the end of each shift.
• →Maintain and successfully execute departmental and hotel policies (to include but not limited to relocation procedures, safe deposit box procedures, auditing accuracy of cards with proper signatures, key control procedures, accurate billing, cashiering, safety, lost/found policy, etc.).
• →Instill a calm, organized approach when interacting in stressful situations.
• →Approach internal and external guest opportunities with a sense of heartfelt care and urgency; provide prompt follow-up to ensure 100% guest satisfaction.
• →Ensure that sufficient staffing is present to meet the daily business demands.
• →Maintain confidentiality of guest information and follow proper protocol to secure and protect pertinent hotel data.
• →Foster and maintain strong, positive relationships with team members across all departments through communication and regular face-to-face interaction.
• →Assist to recruit, hire, train, and successfully support and manage the talent of all new and existing team members.
• →Champion all hotel guest relations platforms including but not limited to: Property Management System, digital guest communications.
• →Assist the Concierge, Bell Services, PBX, and Reservations departments as needed.
• →Serve as the Point of Contact for PM Shift or as needed and defined by the Front Office Manager.
• →When serving as POC/MOD, assist other operational departments as needed in a support capacity not to supersede the department lead.
• →Other duties as assigned by Front Office Leadership.

• High school diploma or equivalent (GED or two to three years related experience and/or training; or equivalent combination of education and experience).
• At least one (2) year customer service experience required.
• Experience at a comparable AAA Four Diamond/Four Star hotel and/or resort is highly desired.
• Must be at least 18 years of age.
• Ability to work independently with a high degree of accuracy and attention to detail.
• Enjoy interacting with people and multi-tasking at a fast pace while ensuring accuracy and efficiency.
• Must be able to read, write and speak English.
• Must have strong computer skills and working knowledge of Microsoft Office programs.
• Ability to work a flexible schedule that may include evenings, weekends and holidays.