Assistant Front Office Manager

Position Summary

The Assistant Front Office Manager at Renaissance Hotel is responsible for ensuring the highest level of guest satisfaction, upholding brand standards, and overseeing daily front desk operations. This position primarily works at the front desk, leading and supporting a team to deliver exceptional guest experiences while maintaining operational efficiency.

Key Responsibilities

• Review VIP reservations, amenity orders, and resumes for incoming and in-house guests.
• Update the computer system by inputting inventory and non-inventory groups.
• Control the suite book to ensure suites and special blocks are handled correctly.
• Compute daily payroll, schedules, and other reports.
• Analyze data and make decisions based on previous experience and knowledge of circumstances to prepare a daily forecast of expected arrivals and departures.
• Handle cash, make change, balance, and assign house bank.
• Count cash and other methods of payment at the end of the shift to verify and balance the house bank.
• Remain calm and alert, especially during emergencies and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
• Plan and implement detailed steps by using experienced judgment and discretion.
• Communicate effectively both verbally and in writing to provide clear direction to staff.
• Observe performance and encourage improvement.
• Administer disciplinary procedures.
• Maintain and enforce all Renaissance Hotel policies, procedures, and service standards.
• Ensure accurate guest billing and pay attention to detail in handling all transactions.
• Collaborate with housekeeping, maintenance, and other departments to resolve guest issues and enhance their stay.
• Monitor room availability and reservations to optimize hotel occupancy and revenue.
• Handle guest inquiries, complaints, and requests professionally, aiming for effective resolution and service recovery.
• Conduct staff performance evaluations, provide feedback, and ensure continuous professional development.
• Absorb and distribute information to the team.
• Assist with scheduling and ensuring the front desk is appropriately staffed during peak and off-peak times.
• Maintain a positive, professional, and efficient front desk operation while managing shifts and workload.

Qualifications

• Previous experience in a hotel or hospitality environment, with at least 2-3 years in a supervisory or management role.
• Strong knowledge of front desk operations, including check-in/check-out procedures and guest services.
• Exceptional customer service and communication skills, with the ability to handle high-pressure situations.
• Ability to lead and motivate a team, focusing on guest satisfaction and brand compliance.
• Proficiency with hotel management software and reservation systems.
• Detail-oriented with strong organizational and multitasking abilities.
• Flexibility to work various shifts, including evenings, weekends, and holidays, as needed.
• A positive attitude and professional demeanor.

Preferred Qualifications

• Experience in a luxury or full-service hotel environment.
• Knowledge of Renaissance Hotel’s brand standards and values.
• Bachelor’s degree in Hospitality Management or a related field.

Pay

The salary range is $55,000 to $60,000, based on experience.

Schedule

This role is responsible for working evenings & weekends.