Assistant Front Office Manager

Responsible for the daily quality and accuracy of the work produced by the Front Office Staff, maintaining the highest standards of operation relating to guest satisfaction in the overall operations of the Front Office.

Responsibilities

• Oversee daily operations of the valet, concierge, reservations, and front desk teams to ensure guest satisfaction, resolve guest issues, and support the front office team.
• Assist the Front Office Manager in running day-to-day operations, including guestroom allocations to ensure optimum occupancy and revenue.
• Support the Front Office Manager in hiring and scheduling personnel within the Front Office.
• Train and develop the Front Desk Staff to exceed expectations and provide flawless, consistent service.
• Maintain good guest relations, being available at peak business times including weekends and holidays.
• Maintain efficient communication between the Front Office and other departments regarding guests' arrivals, departures, and room moves.
• Act as group contact for room blocking, arrivals (with special attention to billing), departures, and pre-con meetings.
• Control and monitor room blocks and additional blocking as needed, including special requests and suites.
• Answer PBX and reservation calls during shift, ensuring calls are answered before the 4th ring.
• Serve as the HotSOS champion for the department.
• Double-check all booking channels (OTA, Synxis) and cross-reference reservations for accuracy.
• Implement and support programs to enhance product and service at a four-diamond level with a five-star attitude.
• Cooperate with the Sales Department to meet client room requirements and show representative rooms as needed.
• Maintain an atmosphere that encourages information exchange and builds rapport among all employees.
• Ensure safety and security standards are maintained, and staff are trained to handle emergency situations.
• Remain alert, courteous, and helpful to guests at all times, resolving conflicts positively.
• Maintain current knowledge of local events, points of interest, and area services.
• Assist in the upsell program and ensure maximum opportunity to sell three-bedroom units.
• Conduct pre-shift meetings for all Front Office staff.
• Plan and coordinate project work to maintain proper frequencies and ensure accountability.
• Respond to guest requests, problems, complaints, and/or accidents, following up to ensure satisfaction.
• Motivate, coach, and counsel all Front Office team members, conducting one-on-one meetings quarterly.
• Develop team morale and ensure collaboration with the Rooms Department (Housekeeping and Engineering).
• Manage large guestroom turns efficiently.
• Promote positive public and team member relations at all times.
• Maintain a clean, safe, hazard-free work environment.
• Maintain a current understanding of information security policies and comply with them.
• Adapt to change and maintain a growth mindset to improve service continuously.
• Provide exceptional customer service and communicate professionally at all times.
• Complete all required training programs within six months of employment.
• Adhere to attendance guidelines, regulatory, departmental, and company policies.
• Deliver "I Am Proud" service standards and department-specific signature touch points.
• Establish consistent and complete cross-departmental communication channels.
• Greet guests, members, and team members with "I Am Proud" standards.
• Provide extraordinary service that is "Enriching by Nature."
• Embody and demonstrate the STRATA virtues and uphold the resort’s brand, culture, vision, mission, and values.
• Empower staff to resolve issues and address feedback using the LEARN Model.
• Maintain a professional appearance and attentiveness to guest needs.
• Comply with company policies and safety guidelines.
• Perform other duties as assigned and interface positively with other departments.

Requirements

• Excellent knowledge of Microsoft Word, Outlook, Excel, professional email use, and general computer skills.
• Ability to analyze, interpret, and extract information, and perform arithmetic functions.
• Proficiency in typing, record-keeping, and word processing.
• Excellent communication skills in English.
• Knowledge of OPERA Property Management System preferred.
• Minimum of 2 years of successful supervisor experience in hotel front office at a 150+ room property.
• Bachelor’s Degree in Hotel, Business, or Institutional Management or related area preferred.
• Valid Driver’s License required.

Schedule

Position hours will fluctuate based on business demand and 24-hour operation. Must meet attendance guidelines and be available at peak business times, including weekends and holidays.

Physical Demands

• Frequent standing, walking, reaching, bending, and lifting/carrying up to 25 lbs.
• Occasional lifting/carrying of 26 to 50 lbs.
• Manual dexterity, fine and gross motor skills, eye/hand coordination, and near/far vision required.
• Ability to work in an indoor setting with overhead lighting and comfortable ventilation, occasionally in all areas of the property, both inside and outside, possibly in inclement weather.
• Continuous use of a computer and keyboard.
• May work closely with others, alone, or in environments with noise, humidity, or uneven surfaces.