Assistant Front Office Manager

AccorHotel • Washington, DC

42d • $55,000 - $68,000 • Onsite

About The Position

The Assistant Front Office Manager provides managerial support for Reception/Front Office, Royal Service, Fairmont Gold and Guest Services in the daily operational duties for these areas, assisting the Front Office Manager in the daily managerial tasks for the front office, ensuring a seamless experience for the guest in all areas. This role involves leading by example to sustain a positive environment and colleague relations, understanding and promoting the hotel's and departmental vision, and ensuring all Front Office policies and procedures are adhered to. The position provides direction and support to Front Office supervisory positions and colleagues, balancing operational, administrative, and colleague needs while ensuring consistency in exceeding guest service expectations. It also focuses on creating an environment that allows colleagues to achieve job fulfillment and provides a path for career development with Fairmont & Raffles, developing strong teams through active involvement in operations and continuous team evolution. The role ensures loyalty/VIP procedures are met or exceeded daily, energizes the brand by promoting the guest loyalty program, and maximizes brand potential by promoting upsell programs. Responsibilities include reviewing arrival details and VIPs, developing and maintaining departmental standards, ensuring Front Office teams have necessary supplies, handling complaints effectively, communicating with other leaders, ensuring proper staffing and scheduling, conducting performance evaluations, controlling labor and operational expenses, completing reporting, reviewing payroll, verifying group resumes, adhering to cash handling procedures, understanding Front Office and accounting procedures, maximizing inventory during high occupancy, promoting health and safety policies, staying informed on hotel systems and technology, completing handovers, being aware of daily events and guest needs, assisting disabled guests, addressing staff issues, and completing project work.

Requirements

• Passion for guest service
• Excellent written and verbal communication, interpersonal and leadership skills
• Highly organized, results-oriented with the ability to be flexible and work well under pressure
• Experience in hospitality, preferable Front Office experience
• Minimum of 1-year previous proven supervisory experience
• Ability to handle a multitude of tasks and guest requests
• Strong guest service orientation and training skills background required
• Ability to work independently and prioritize responsibilities
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint)
• Must be legally authorized to work in the United States without sponsorship
• Ability to stand and walk for extended periods
• Frequent lifting and carrying up to 25 lbs
• Frequent bending, stooping, kneeling, pushing, and pulling

Nice To Haves

• Degree or Diploma in Hospitality Management is an asset
• Knowledge of Micros-Fidelio Property Management System an asset
• Should possess or seek certification in basic first aid
• Experience with a hotel loyalty program and asset

Responsibilities

• Provides managerial support for Reception/Front Office, Royal Service, Fairmont Gold and Guest Services.
• Assists the Front Office Manager in daily managerial tasks for the front office.
• Ensures a seamless guest experience in all areas.
• Leads by example to sustain a positive environment and colleague relations.
• Understands and promotes the hotel's and departmental vision.
• Ensures all Front Office policies and procedures are adhered to.
• Provides direction and support to Front Office supervisory positions and colleagues.
• Balances operational, administrative, and colleague needs.
• Ensures consistency in exceeding guest service expectations.
• Creates an environment for colleague job fulfillment and career development.
• Develops strong teams through active involvement and support.
• Ensures loyalty/VIP procedures are met or exceeded daily.
• Energizes the brand by promoting the guest loyalty program.
• Maximizes brand potential by promoting upsell programs.
• Reviews Arrival Detail report and VIPs to ensure special requirements are met or exceeded.
• Develops and maintains standards for the department, adhering to Fairmont's core standards.
• Ensures all Front Office team members have the necessary supplies.
• Provides continuity of management in complaint handling.
• Communicates and liaises effectively with other leaders.
• Ensures proper staffing and scheduling of all Front Office colleagues.
• Communicates pertinent information through pre-shift, logs, emails, and meetings.
• Conducts colleague performance evaluations, including corrective action and coaching.
• Influences the future effectiveness of the hotel through recruitment, hiring, training, and motivation.
• Controls and provides feedback on labor and operational expenses.
• Ensures all daily, monthly, and quarterly reporting is completed on time.
• Reviews daily payroll punches and edits as necessary.
• Reviews, verifies, and reacts to all group resumes.
• Adheres to and signs off on all cash handling, balancing of shift closings, and adjustments.
• Understands Front Office and accounting procedures to deal with financial issues.
• Effectively maximizes inventory levels during high occupancy/sold-out nights.
• Adheres to and promotes the Company's health and safety policies.
• Is informed and compliant with all hotel systems and technology.
• Takes a full and accurate handover from the previous shift.
• Is fully conversant with the day's events and responds promptly to guest needs.
• Ensures awareness of disabled guests and provides necessary assistance.
• Ensures that any arising staff issues are dealt with effectively.
• Completes project-related work designated by the Director, Front Office with accuracy and timeliness.

Benefits

• Competitive Salary
• Paid Time Off
• Medical, Dental and Vision Insurance
• 401K
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree