Assistant Front Office Manager

Job Description The Assistant Front Office Manager assists in the management of the Front Office operation, ensuring exceptional guest service, efficient departmental operations, and adherence to hotel standards. This position provides leadership and support to the Front Office, Bell, and Concierge teams, assists with training and development, resolves guest concerns, and supports the Director of Front Office Operations in achieving departmental and operational objectives. Assists in overseeing the daily operations of the Front Office, Bell, and Concierge teams. Assists with scheduling and staffing to ensure appropriate coverage and service levels. Supports the training, coaching, and development of Front Office team members. Monitors adherence to hotel policies, procedures, and service standards. Attends and/or conducts team briefings as needed. Maintains a personal demeanor that is friendly, cheerful, and courteous at all times. Greets guests by name whenever possible. Ensures that all guests feel welcomed and valued throughout their stay. Assists with monitoring VIP arrivals, special requests, and guest recovery situations. Generates reservations for restaurant, transportation, and hotel/resort amenities. Ensures guest satisfaction by responding to guest inquiries with accurate information and a positive attitude. Answers inquiries pertaining to hotel services, guest registration, shopping, dining, entertainment, and travel directions. Responds to phone calls and ensures guest mail, packages, and messages are handled appropriately and in a timely manner. Promotes hotel amenities and services to guests using personal knowledge and effective selling techniques. Responds to and resolves guest questions, issues, and complaints in a timely and professional manner. Provides constant and consistent communication with other departments and supervisors/managers to ensure guest satisfaction and operational efficiency. Reviews daily operational reports and follows up on issues requiring management attention. Assists with monitoring room inventory, occupancy levels, and rate strategies to maximize revenue opportunities. Ensures compliance with hotel policies, procedures, cash handling standards, and service expectations. Handles cash, credit card transactions, currency conversions, and other financial transactions as required. Posts charges such as room, food, beverage, and other guest charges to guest accounts. Computes or adjusts bills, collects payment, and assists with billing inquiries. Serves as Manager on Duty as assigned and provides operational support. Assists the Director of Front Office Operations in achieving departmental goals related to guest satisfaction, employee engagement, and operational performance.

Job Requirements:

High School diploma or GED required. At least 18 years of age. Strong computer skills and proficiency with hotel property management systems. Must be able to read, communicate effectively, and possess excellent interpersonal skills. Must be able to work well under pressure while maintaining professionalism and composure when resolving guest concerns. Minimum of 2 years of supervisory or leadership experience in a hotel, resort, or hospitality environment preferred. Previous Front Office, Guest Services, or Rooms Division experience required. Demonstrated leadership, organizational, and problem-solving abilities. Ability to work flexible schedules, including evenings, weekends, and holidays.

Source:

Hospitality Online