GENERAL PURPOSE

The Assistant Front Office Manager supports the Front Office Manager in overseeing daily operations of the front desk, PBX, night audit, and bell services to ensure seamless guest experiences. This role assists in supervising, training, and coaching team members while providing hands-on support with check-ins, check-outs, reservations, guest billing, and service inquiries. Acting as a leader on duty when assigned, the Assistant Front Office Manager helps maintain service standards, resolves guest concerns, and ensures smooth departmental operations.

Status:

Salary, Exempt Reports to:

Front Office Manager Hours:

typically 2-10pm shift, days vary

ESSENTIAL DUTIES/RESPONSIBILITIES

Interview, train, schedule, coach, and evaluate front office staff to ensure a high-performing team. Supervise daily front desk operations to maintain efficiency, service quality, and guest satisfaction. Support front desk attendants with check-ins, check-outs, room assignments, and guest billing questions. Oversee PBX operations, including answering calls, setting wake-up calls, and assisting guests with inquiries. Assist bell staff with luggage handling, tagging, and transportation arrangements. Provide guidance to night audit staff with front desk and accounting functions. Ensure accurate handling of cash, credit, receipts, and guest accounts in accordance with established procedures. Manage reservations by processing new bookings, modifications, and cancellations while using suggestive selling techniques to maximize occupancy and revenue. Address and resolve guest concerns, complaints, and service issues promptly and professionally. Maintain strong guest relations by staying informed of in-house and local events to provide timely and knowledgeable responses. Run, review, and verify accuracy of operational and accounting reports as needed. Serve as Manager on Duty during assigned shifts, maintaining visibility and leadership presence. Demonstrate a friendly, courteous, and professional demeanor at all times to create a welcoming environment. Perform other duties as assigned or deemed necessary by management.

OTHER DUTIES/RESPONSIBILITIES

Process guest mail, messages, and faxes by receiving, sorting, notifying, and distributing in a timely and accurate manner. Maintain and update departmental communication tools, such as log books, to support clear and consistent operations. Ensure professional appearance by being well-groomed, in uniform, and wearing a name tag at all times. Maintain and control front desk keys, including conducting weekly key counts. Participate in hotel committees, task force assignments, and cross-departmental support during high-volume periods. Assist the Front Office Manager with reservations responsibilities, including making, updating, or canceling reservations; responding to calls and emails; and entering or updating group blocks and rooming lists. Assume responsibility for front office operations in the absence of the Front Office Manager. Support other departments and perform Guest Service Agent, Telephone Operator, or Manager-on-Duty functions as needed to ensure smooth operations. Maintain regular and reliable attendance in accordance with hotel standards and business needs, including flexible scheduling based on occupancy demands. Comply with all hotel policies, procedures, and brand standards for the safe and efficient operation of the property.

Hours:

45+ hours over a five day period; scheduled days and times may vary based on need.

SUPERVISORY DUTIES

3+ associates

JOB QUALIFICATIONS

Experience Minimum of 2 years of customer service experience required. Hotel front desk experience required. Previous supervisory experience required. Knowledge Requires understanding of hotel front office procedures. Requires high school graduate level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems. Must have high levels of patience, tact and diplomacy to listen and resolve conflicts Requires supervision/management skills. Ability to communicate information and hotel services to management and guests. Skills Excellent hearing required to communicate in person and on telephone frequently. Excellent vision necessary for reading written communiqués, analyzing reports and seeing monochrome computer screen. Excellent speech communication skills required for continual interaction with guests. Frequent use of phone. Excellent literacy necessary to analyze report data, prepare reports and initiate correspondence. Must have hand and finger dexterity to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing. Abilities Continuous standing 90% of time - communicating with guests. Lifting up to 50 lbs. guest luggage; limited. Pushing up to 50 lbs. bell cart; limited. Pulling up to 50 lbs. bell cart; limited. Carrying up to 25 lbs. guest luggage; limited. Education/Formal Training High school degree required. Bachelor's degree or any equivalent combination of education and experience preferred.

BENEFITS INCLUDE

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