Assistant Front Office Manager

The Colonnade Hotel•Boston, MA

11d

About The Position

The Assistant Front Office Manager assists in directing and administering Front Office operations to support outstanding guest service. Working with the Front Office Manager and Director of Front Office, this role coaches and supports the front office team and contributes to profitability, exceptional service, quality, and value for guests throughout their stay. The position also helps oversee and develop door and bell staff, including selecting, training, and developing team members. The role covers guest service and registration, including check-in and check-out; room inventory and availability; guest service standards and initiatives; systems use and management; and implementation and enforcement of policies and procedures. The position requires a varied schedule that includes evenings, nights, and weekends, as well as the physical ability to stand or walk for extended periods and lift items as described below.

Requirements

At least two years of supervisory experience in Front Office or Guest Services management at a luxury hotel.
Ability to motivate the Front Office team.
Familiarity with Front Office training techniques.
Understanding of scheduling to optimize financial performance while meeting guest needs.
Ability to communicate effectively and graciously with other departments.
Ability to stay poised and calm under pressure.
Excellent time management skills.
Good knowledge of computers, including hospitality software.
Exceptional attention to follow-up.
Ability to work a varied schedule that includes evenings, nights, and weekends.
Ability to stand for long periods and move frequently between areas.
Ability to bend, stoop, crouch, and reach with hands and arms.
Ability to regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 40 pounds.
Ability to stand or walk for an extended period or an entire work shift in indoor environments.
Self-starter with a great personality and strong skills.
Ability to get along well with others.

Nice To Haves

Proficiency in the Opera operating system.

Responsibilities

Assist in directing and administering Front Office operations.
Coach and support the front office team in partnership with the Front Office Manager and Director of Front Office.
Help ensure profitability, exceptional service, quality, and value for guests.
Help oversee door and bell staff, including selecting, training, and developing team members.
Manage or support guest service and registration, including check-in and check-out.
Support room inventory and availability.
Maintain guest service standards and initiatives.
Use and manage systems, and implement and enforce policies and procedures.
Motivate the Front Office team to perform their best work.
Optimize scheduling to support financial performance while meeting guest needs.
Train employees to ensure guest expectations are exceeded.
Communicate with Housekeeping, Engineering, Catering, and Sales to ensure groups and special functions are handled smoothly.
Foster a courteous, friendly, and professional work environment.