Asst. Front Office Manager

Highgate Hotels•Carolina, PR

7d•Onsite

About The Position

The Assistant Front Office Manager oversees front-office operations, ensuring attentive, friendly, efficient, and courteous service before and throughout guests’ stays while helping maximize room revenue and occupancy. The role supports guest reception, reservations, check-ins and check-outs, special requests, guest profiles, service recovery, and front-office training. It also involves coordinating with other hotel departments, supervising shifts when needed, and maintaining accurate financial records and shift communications.

Requirements

Four-year college degree.
At least 1 year of related experience.
Supervisory experience.
Proficiency in Windows and company-approved spreadsheet and word-processing applications.
Ability to communicate effectively verbally and in writing with employees and guests at all levels.
Ability to listen to, understand, and clarify concerns raised by employees and guests.
Ability to multitask and prioritize departmental functions to meet deadlines.
Ability to handle problems, including anticipating, preventing, identifying, and solving them.
Ability to understand and evaluate complex information and data from various sources.
Ability to work long hours when required, including two overnight shifts.
Ability to stand for the entire shift and perform light work, exerting up to 20 pounds occasionally and/or up to 10 pounds frequently or constantly.

Nice To Haves

Labor experience.
OPERA experience.

Responsibilities

Coordinate with Sales and Reservations to fulfill special requests for groups, VIPs, and other guests.
Assist with daily guest reception and provide Front Desk Assistant duties, including registering guests, preparing for group check-ins and check-outs, and welcoming VIP arrivals.
Use upselling techniques to maximize room rates.
Respond to social media feedback and follow up with guests and internally.
Communicate effectively with guests, team members, and other departments.
Assist with and lead guest-service training initiatives; train new front-desk hires.
Interview, hire, and train guest services agents.
Maintain and update guest profiles and review current and future reservations to accommodate special requests.
Prepare amenity cards and coordinate food and beverage requests with IRD and PH.
Promote hotel services, facilities, and outlets, and provide information about local attractions and directions.
Assist with reservations and PBX duties.
Resolve guest complaints and communicate problems, complaints, or unhappy guests to management.
Anticipate guest needs, respond promptly to requests, and follow up to ensure guest satisfaction.
Maintain relationships with repeat guests and honor their special requests.
Supervise a shift when needed and participate in Manager on Duty coverage as required.
Maintain a house bank and accurate reports of daily receipts and deposits.
Review the communication log book each shift, update it for the next shift, and communicate hotel policies and procedures.
Stay informed about hotel events and functions, emergency procedures, key hotel personnel, and nearby services and businesses.
Attend required meetings and training, complete assigned checklists, and maintain regular attendance.
Maintain professional appearance and grooming and comply with hotel standards and regulations.
Identify problem areas and assist in implementing solutions while maximizing productivity.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short-term and long-term disability insurance
401(k) retirement plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave in accordance with applicable law
Employee assistance program
Educational opportunities and tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law