Assistant Front Office Manager

About the role

The Assistant Front Office Manager supports the Front Office Manager in directing daily operations of the Front Office and Guest Services teams.

Responsibilities

• Oversee daily front office operations, ensuring prompt, courteous, and efficient service
• Maintain a high level of guest service by providing support to Front Office and Guest Services teams
• Aid Front Office Manager in all administrative tasks as assigned
• Ensure all staff are properly trained and have the tools and equipment needed to effectively carry out their job functions
• Ensure guests receive prompt, professional attention and are greeted upon arrival
• Respond appropriately to guest complaints
• Implement appropriate service recovery gestures to ensure total guest satisfaction
• Communicate to staff any VIP or special needs or requests and follow up on execution
• Communicate and assist in achieving departmental guest satisfaction, revenue and profit goals and objectives
• Ensure procedures are followed for security of monies, credit and financial transactions, and guest security
• Conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company
• Promote teamwork and quality service through daily communication and coordination with other departments
• Serve as manager on duty as required

Requirements

• Ability to remain standing for up to 10 hours
• Ability to remain stationary in desk/meeting environment for up to 8 hours
• Ability to move up and down stairs occasionally
• Ability to move quickly based on guest needs
• Ability to communicate and exchange information effectively
• Ability to complete a satisfactory background check
• Flexibility to work evenings, weekends, and holidays, as well as occasional overnights as business requires
• Must know how to prioritize, delegate, and respond in a timely fashion
• Ability to work under pressure, multi-task, and stay focused while maintaining hospitality

Qualifications

• 2+ years of experience in a hotel/resort front office or similar setting
• Strong working knowledge of hotel PMS software, Opera preferred
• Exceptional organizational skills with exceptional attention to detail
• Excellent customer service and communications skills

Skills

• Ability to remain standing for up to 10 hours
• Ability to remain stationary in desk/meeting environment for up to 8 hours
• Ability to move up and down stairs occasionally
• Ability to move quickly based on guest needs
• Ability to communicate and exchange information effectively
• Ability to complete a satisfactory background check
• Flexibility to work evenings, weekends, and holidays, as well as occasional overnights as business requires
• Must know how to prioritize, delegate, and respond in a timely fashion
• Ability to work under pressure, multi-task, and stay focused while maintaining hospitality