Asst. Front Office Manager

AC Hotel San Juan Condado•San Juan,

12d

About The Position

The Assistant Front Office Manager ensures that Front Office operations are attentive, friendly, efficient, and courteous, providing guests with quality service before and throughout their stay while maximizing room revenue and occupancy. The role supports guest reception, reservations, check-in and check-out, VIP and group arrangements, guest-profile maintenance, complaint resolution, and coordination with other hotel departments. It also helps train and supervise team members, supports shift operations, maintains accurate financial records, and promotes hotel services and local information.

Requirements

Four-year college degree.
At least 1 year of related experience.
Supervisory experience.
Proficiency in Windows, company-approved spreadsheets, and word-processing software.
Ability to communicate effectively verbally and in writing with employees and guests.
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 by anticipating, preventing, identifying, and resolving them.
Ability to understand and evaluate complex information and data from various sources.
Ability to work long hours when required; this position includes two overnight shifts.
Ability to stand for the entire shift.
Light physical work: exert up to 20 pounds of force occasionally and/or up to 10 pounds frequently or constantly to move objects.
Maintain regular attendance in accordance with scheduling and hotel needs.

Nice To Haves

Labor experience.
OPERA experience.

Responsibilities

Coordinate with Sales and Reservations to fulfill special requests for groups, VIPs, and VIP clients.
Assist with daily guest reception and perform Front Desk duties, including registering guests, preparing for group check-ins and check-outs and VIP arrivals, and using upselling techniques.
Respond to social media feedback and follow up with guests and internal teams.
Communicate effectively with guests, team members, and other departments.
Assist with and lead guest-service training initiatives; train new hires and interview, hire, and train Guest Services Agents.
Maintain 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.
Stay informed about hotel events and functions during shifts.
Maintain a house bank and accurate reports of daily receipts and deposits.
Promote hotel services, facilities, and outlets; provide information about local attractions and directions, using the James Report to increase guest satisfaction.
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 attend to their special requests.
Supervise a shift when needed and participate in Manager on Duty coverage as required.
Review and update the communication log book each shift, and communicate hotel policies and procedures to team members.
Know and assist with emergency procedures.
Attend mandatory meetings and training classes, and complete assigned checklists.
Maintain a professional appearance and grooming in accordance with hotel and company standards.

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, personal, medical, and military leave in accordance with applicable law