Assistant Hotel Operations Manager

THE KEY HOTEL HILTON GARDEN INN DUBUQUE Q CASINO + RESORT

Assistant Hotel Operations Manager

BASIC FUNCTION

The Assistant Hotel Operations Manager is responsible for the front desk operations at The Key Hotel by Tapestry and Hilton Garden Inn Dubuque. The Assistant Hotel Operations Manager is responsible for ensuring Front Office SOP'S are in place and current, and reports to the Hotel Operations Manager. The Assistant Hotel Operations Manager must have a guest first service culture, own the experience and focus on making sure our front desk team are in proper uniform and all public areas are crisp. The schedule for this position is Tuesday-Saturday, 2p-10p. As business levels change or shift on holiday weekends, so will this schedule, for example Wednesday-Sunday, 2p-10p.

ORGANIZATIONAL RELATIONSHIPS

Reports to:

Hotel Operations Manager Supervises:

Front Desk & Night Audit Staff Supervises as needed: Laundry Housekeeping Supervisor Housekeeping Dual Rate Team Member Housekeeping Staff Public Area Staff

SPECIFIC DUTIES AND RESPONSIBILITIES

Manage front desk and night audit scheduling to ensure adequate shift coverage, serving as the primary contact for call-ins, last-minute coverage needs, and operational questions across both properties. Support the Hotel Operations Manager in day-to-day hotel operations, including coordinating with the Sales team on room blocks, booking links, and guest communication to ensure seamless event execution. Oversee reservation accuracy, guest billing, staffing levels, and daily team huddles to communicate VIP arrivals, room needs, and special event details to all front desk staff. Lead front office hiring, onboarding, and ongoing training through Hilton University, while maintaining consistent communication and standards across all shifts and management levels. Champion the Hilton Honors experience by coordinating arrivals, departures, and special requests, building guest rapport, soliciting new members, and utilizing the Kipsu messaging platform to personalize each stay. Act as a brand ambassador for Q Casino, Hilton Garden Inn Dubuque, and The Key Hotel, approaching all guest and team interactions with professionalism, confidence, and a commitment to world-class service. Manage front office inventory and supply ordering, and complete projects and assignments as directed by the Director of Hotel Operations and Hotel Operations Manager.

EDUCATION, TRAINING AND EXPERIENCE

Minimum of 3-5 years previous experience in a hotel environment, Front Desk Supervisor, Manager, or Department Manager required. Prior experience leading a hotel front desk department is preferred.

STANDARDS OF PERFORMANCE

Excellent leadership, analytical, organizational and problem-solving skills a must. Proficiency in English (verbal & written), multi lingual is a plus. Must be flexible in terms of working hours and schedules. Must be able to endure physically long periods of standing. Must possess outstanding guest services skills, professional presentation and sophisticated communication skills. Must possess leadership skills and be able to motivate staff through difficult points within the operation. Must be able to handle a multitude of tasks in an intense, ever-changing environment. Must be effective at listening to, understanding, and clarifying the concerns and issues raised by guests and team members. Outstanding oral and written communication skills Proficient computer skills and knowledge of Microsoft Office. Proven customer service experience as a manager; strong guest-focused mentality

MENTAL AND PHYSICAL REQUIREMENTS

Heavy work, ability to move up to 40 lbs. Standing and walking for long periods of time.

EQUIPMENT AND TOOLS

Computer Copy machine Coffee machines Calculator Credit card machine Phones