Assistant Front Office Manager

Job Summary

The Assistant Front Office Manager is responsible for all aspects of the Front Desk, helps coordinate Front Office activities, resolves guest complaints, and assists in achieving guest satisfaction scores.

About the Role

This position works closely with the hotel's Front Desk Manager to ensure high guest satisfaction scores across all areas of the hotel. It involves addressing deficiencies, developing action plans, training staff, recruiting, interviewing, selecting, scheduling, and evaluating front desk employees. The role also includes overseeing the Front Office to maintain efficient operations and impeccable guest care, contributing to profit goals, and managing inventory.

Responsibilities

• Works with the hotel Front Desk Manager to achieve and exceed guest satisfaction scores in all areas of the hotel.
• Addresses any deficiencies in the area immediately and works with the corporate training department to develop action plans as necessary.
• Trains guest service agents on proper front desk procedures.
• Recruits, interviews, and selects front desk candidates in conjunction with the Front Office Manager.
• Prepares weekly schedules for front office staff and addresses performance deficiencies through coaching and disciplinary actions.
• Completes performance evaluations for front office staff timely.
• Manages the Front Office staff by creating an environment where motivated people want to join, learn, do their best, and advance.
• Ensures guest service agents are in compliance with clean, neat uniforms and name badges.
• Attends to guest and group special needs, solving tricky problems with confidence and grace.
• Keeps a pulse on daily revenue and expenses to minimize loss, manage expenses, and maximize profit.
• Frequently meets with and reviews work generated by the night auditor.
• Maintains regular attendance and is consistently on time.
• Maintains high standards of personal appearance and grooming, including compliance with the dress code.
• Manages inventory in the property management system.
• Performs any other duties as requested by supervisor.
• Acts as Manager on Duty when duty calls.

Qualifications

• A four-year college degree or equivalent education and two to three years of related hotel company experience.
• Discipline-specific hospitality industry and general hotel department knowledge and supervisory experience.
• Excellent verbal and written English communication skills.
• Proficiency in handling cash or credit transactions and Microsoft Office and Excel.
• Knowledge of general office equipment and cash register operation.

Skills

• Effective communication skills.
• Ability to handle cash or credit transactions.
• Microsoft Office and Excel proficiency.
• General office equipment and cash register operation knowledge.

Benefits

• 401(k)
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Room Discounts
• Employee Food and Beverage Discounts

Pay

Details about pay are not specified in this job posting.

Schedule

Details about the schedule are not specified in this job posting.