Assist Mgr Front Office

Sage Hospitality•Pittsburgh, PA

About The Position

The Assistant Front Office Manager supports the Front Office Manager in leading daily front desk and guest services operations. The role serves as a visible manager on duty during assigned shifts, ensures consistent service standards, coaches front office colleagues, resolves guest issues, and coordinates with hotel departments to deliver an efficient and personalized guest experience. The position contributes to a welcoming, inclusive environment and reflects The Atterbury Hotel’s historic character and warm Pittsburgh hospitality. The role also supports operational initiatives and performs other duties as assigned, requested, or deemed necessary by management.

Requirements

High school diploma or equivalent.
At least two years of previous experience as a front desk supervisor, or at least four years of hotel front office experience.
Total understanding of hotel front office procedures.
Working knowledge of guest services, hotel services, policies, or operations.
High-school-graduate-level mathematical aptitude; knowledge of standard cash-handling procedures and computerized cash register systems.
Experience dealing directly with the public and general knowledge of basic customer service skills.
Fluent oral and written English.
Ability to use tact and understanding when addressing customer service problems, including stressful and highly emotional situations.
Highly organized, with attention to written and verbal details while performing multiple tasks.
Excellent comprehension and literacy to review correspondence, initiate reports, and conduct training.
Ability to read written communications and a monochrome computer screen; operate computer, calculator, and telephone keyboards for cash handling and paperwork; follow verbal and written instructions; handle multiple tasks; and communicate verbally and in writing.
Ability to stand for 90% of a shift, repeatedly bend and kneel while filing, reach all hotel areas to assist clients, and occasionally carry or lift files and office items weighing up to 25 pounds.

Responsibilities

Direct daily front desk workflow during assigned shifts, including arrivals, departures, room assignments, room readiness, and accurate guest account handling.
Serve as the front office leader on duty when assigned, make operational decisions within established authority, and escalate significant matters appropriately.
Monitor staffing coverage, lobby presentation, shift handoffs, operating procedures, and adherence to hotel service and safety standards.
Handle escalated guest concerns professionally, document follow-up, and coordinate timely resolution across departments.
Support VIP, special-occasion, group, and repeat-guest recognition and arrival planning with applicable hotel teams.
Review guest feedback and service trends, propose practical improvements, and track follow-through on recurring issues.
Coach and train front office colleagues on service standards, systems, policies, and guest recovery, and provide timely feedback to the Front Office Manager.
Direct work assignments and support onboarding, performance feedback, and department meetings as delegated by the Front Office Manager.
Follow and reinforce standards for payment processing, cash handling, guest privacy, security, and incident documentation.
Coordinate with Housekeeping, Engineering, Reservations, Food & Beverage, and other partners to address guest needs and operational challenges.
Complete shift reports, management handoffs, and assigned follow-up items; support front office projects and operational initiatives.
Perform other duties as assigned, requested, or deemed necessary by management.