Assistant Front Office Manager

Ensemble Hospitality•Long Beach, CA

About The Position

The Maya is seeking an Assistant Front Office Manager to join its Rooms Department. This role supports the Front Office Manager in overseeing daily front office operations and delivering exceptional guest service. The Assistant Front Office Manager assists with supervising front office staff, managing check-in and check-out procedures, resolving guest concerns, and optimizing room assignments. The role collaborates with housekeeping, maintenance, and other departments to maintain operational efficiency and service standards, and helps uphold The Maya’s service standards while elevating its waterfront property.

Requirements

1–2 years of experience in front office, guest services, or reservations in a resort or hotel environment.
Versatility, flexibility, and willingness to work in a constantly changing environment.
Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, and cooperation, with minimal supervision.
Knowledge of local and state laws and regulations relating to the Rooms Department.
Professional appearance and demeanor.
Strong leadership skills and ability to motivate others.
Strong management reporting skills and business acumen.
Strong written, verbal, and formal presentation communication skills.
Strong problem-solving, decision-making, and conflict-management skills.
Ability to influence others and strong organizational skills.
Valid California Driver License.
Ability to stand and walk for long periods.
Ability to lift 25 lbs.

Nice To Haves

Housekeeping experience or knowledge.

Responsibilities

Handle guest and internal customer concerns and inquiries courteously and efficiently, and follow through to ensure satisfactory resolution.
Maintain positive guest and colleague interactions and good working relationships.
Ensure Front Office employees deliver professional, exceptional guest service and are familiar with the hotel’s products and services.
Assist with greeting and checking in VIP and long-stay guests.
Frequently verify that guests receive the best possible service during check-in and check-out.
Be present in Front Office areas during peak periods to support effective operations and delivery of The Maya’s service standards.
Build rapport with guests and maintain good customer relationships.
Conduct frequent, thorough inspections of guest rooms and Rooms areas with the Housekeeping Manager.
Ensure public areas are clean and meet standards.
Ensure daily-arrival VIP, special-request, and long-stay guest rooms are pre-blocked, Housekeeping is notified, and appropriate welcome amenities are prepared.
Coordinate with Housekeeping and Engineering to block rooms as needed for maintenance.
Work supportively and flexibly with other management personnel, focusing on hotel success and guest satisfaction.
Support safe work habits and maintain knowledge of emergency and safety procedures.
Participate in and lead continuous improvement efforts.
Complete shift-checklist items, including necessary paperwork, and maintain files and records as needed.
Perform additional duties as assigned by the manager.