Overnight Assistant Front Office Manager

Duties & Responsibilities

• Aid the Assistant Front Office Manager in overseeing and supervising all Front Desk Agents, PBX operators, concierge, door staff, valets, and bell staff.
• Ensure orderly workflow, maximum service to all guests, and hotel standards are maintained.
• Interview, hire, and train new colleagues, and conduct performance reviews.
• Greet all guests in a friendly, warm, and efficient manner, and introduce guests personally to front desk agents.
• Assist with luggage and storage concerns.
• Anticipate and handle guest issues and concerns.
• Escort VIPs to rooms whenever possible.
• Manage the traffic flow, both human and vehicular.
• Coach and counsel bell, door, front desk, and admin staff to correct any inappropriate behavior or sub-standard performance.
• Approve breaks, leaving times, etc.
• Approve town car usage.
• Supervise room deliveries.
• Assign duties for shifts; assist in the opening and closing of shifts.
• Observe standards for the department in image, appearance, and grooming.
• Ensure operations proceed smoothly in conjunction with arrivals/departures and the occupancy level of the hotel.
• Cook up and remain in close communication with the Director of Rooms, group coordinators, and the reservations and housekeeping departments.
• Review and analyze daily balance summaries, current room status reports, and incoming arrival reports.
• Practice emergency procedures in compliance with hotel/company standards; react and assist in hotel emergency situations as needed.

Required Skills & Experience

• Understanding of the luxury & quality environment.
• College or Vocational Degree required.
• Minimum three years’ experience in the Front Office of a Four or Five-Star and/or Four – Five Diamond hotel with 300+ rooms, with two years of progressive management experience.
• Ability to resolve problems, handle conflict, and make effective decisions under pressure.

Physical Requirements

• Must be able to lift equipment, supplies, etc. of at least 30 pounds.
• The role may require extended periods of time on your feet, especially during peak hotel hours or events.
• Clear vision is important for reading reports, analyzing data, and overseeing Concierge activities.
• Good hearing is necessary for effective communication with colleagues, guests, and stakeholders.