Assistant Front Office Manager

Horseshoe Bay Resort•Columbus, OH

3h•Onsite

About The Position

The Hilton Columbus/Polaris is seeking an Assistant Front Office Manager for its 252 Room AAA Four Diamond property. This role is responsible for overseeing the daily operations of the front desk under the direction of the Front Office Manager. The Assistant Manager provides leadership, guidance, and operational support to all front office team members, with a primary focus on front-desk operations (90%) and additional administrative responsibilities (10%). The goal is to ensure exceptional guest service, maintain professional standards, and support the Front Desk Manager by being available across all shifts as needed.

Requirements

Open availability, able to work weekdays, weekends, AM and PM shifts and holidays.
Strong leadership skills.
Upbeat and approachable demeanor.
Natural ability to engage with guests and the general public.
Positive, collaborative style to work well with fellow managers and team members.
Attentive to details.
Good problem-solving skills.
Ability to promote a passion for quality and service.
Willingness to submit to social security verification and criminal background check.
Willingness to undergo MVR checks if the position requires operating a company vehicle.

Responsibilities

Provide clear guidance, coaching, and leadership to all team members.
Communicate effectively in both verbal and written form to ensure staff understands expectations and procedures.
Observe employee performance, encourage improvement, and model professional behavior.
Remain calm, alert, and supportive during emergencies or periods of high activity.
Assist coworkers and demonstrate a strong team-player mentality.
Help complete staff schedules as needed.
Participate and coach team to reach upsell goals and Hilton Honors Sign up goals.
Greet guests immediately with a friendly, sincere welcome.
Use a positive, clear speaking voice; listen attentively; and respond appropriately to guest requests.
Provide accurate information regarding hotel services, outlet hours, and local attractions.
Resolve guest concerns by researching issues thoroughly and determining effective solutions.
Handle dissatisfied guests with tact, diplomacy, and sound judgment, including authorizing revenue allowances when appropriate.
Complete check-in and check-out procedures accurately.
Input and retrieve reservation information, verify guest details, confirm ID, and ensure correct room rates.
Select appropriate rooms based on guest needs.
Close out guest accounts correctly at departure.
Answer telephones promptly using a positive, professional tone.
Maintain continual mobility throughout the front office area.
Maintain a professional appearance, demeanor, and attitude at all times.
Treat all guests and associates with courtesy and respect under all circumstances.
Communicate clearly and professionally with guests and internal teams.
Uphold attendance standards and maintain open availability, including working all shifts and covering when called in.

Benefits

Partially employer paid health insurance
Partially employer paid dental insurance
Partially employer paid vision insurance
100% employer paid life insurance at one time your annual salary
401K program participation with a match of 50 cents on the dollar up to 6%
Accrued vacation time
Accrued personal time
Holiday pay for seven paid holidays
Free parking
Discounted hotel rooms within the Hilton brand and with Crescent Hotels & Resorts' properties