About The Position
The Assistant Front Desk Manager assists in managing front office operations, which may include guest registration, bell and concierge services, the business center, telephone services, and guest reservations. The role works to ensure guest satisfaction, maximize hotel profitability, and uphold brand standards and desk merchandising. The Assistant Front Desk Manager serves as Front Office Manager in that manager’s absence and may serve as manager on duty. This is the second-in-command role in Front Office operations at a large full-service, luxury, resort, or major flagship hotel with an extensive range of facilities and services. The position typically supervises front desk agents and may supervise bell- or doorpersons, reservationists, concierge representatives, and PBX staff.
Requirements
- Bachelor’s degree in Hotel Management, Business Administration, or a related field plus two years of front-office or guest-services experience, including supervisory experience; or an equivalent combination of education and experience.
- Fluent English.
- Ability to work nights, weekends, and/or holidays.
- Ability to frequently stand behind the desk and in front-office areas.
- Ability to carry or lift items weighing up to 50 pounds and handle various objects.
- Ability to use a keyboard to operate property-management and reservation systems.
- Communication skills and demonstrated ability to interact with guests, employees, and third parties in a manner that reflects well on the hotel, brand, and company.
- Reading and writing abilities for paperwork, management reports, interpreting results, giving and receiving instructions, and training.
- Mathematical skills, including basic math, budgeting, profit-and-loss concepts, percentages, and variances.
- Problem-solving, reasoning, motivating, organizational, and training abilities.
Nice To Haves
- Knowledge of languages other than English.
Responsibilities
- Assist in managing the day-to-day activities of Front Office staff and schedule employees to ensure proper coverage.
- Recommend or initiate salary, disciplinary, or other staffing and human-resources actions in accordance with company rules and policies; alert management to potentially serious issues.
- Ensure staff are trained in systems, security and cash-handling procedures, and service standards, and have the tools and equipment needed to perform their jobs.
- Ensure guests receive prompt, professional attention and personal recognition; greet guests upon arrival, respond to complaints, and implement service-recovery gestures.
- Schedule and conduct routine inspections of front-office and public areas, and assist in creating and implementing plans to correct deficiencies.
- Assist in monitoring and controlling labor costs and expenses and in achieving revenue and profitability goals.
- Assist in maintaining security procedures for money, credit and financial transactions, and guests; check billing instructions and guest credit for compliance with hotel credit policy.
- Train appropriate staff on PBX procedures for use as a central communications point during emergencies or crises.
- Promote teamwork and quality service through daily communication and coordination with other departments, including Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
- Interact with guests, regulatory agencies on safety and emergency matters, and other outside contacts as needed.
- Serve as manager on duty when required.
- Perform other assigned duties, including assisting staff with their job functions during peak periods.
Benefits
- Competitive salary
- Room discount
- Training
- Paid time off
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k)
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
