Assistant Front Office Manager

Peregrine Hospitality•Atlanta, GA

2d•Onsite

About The Position

As an Assistant Front Office Manager, you will be responsible for managing all aspects of the daily operations, including guest service, training, hiring, and administrative responsibilities in accordance with brand standards and direction of the Front Office Manager. You will maintain a strong presence on the front desk to deliver exceptional guest service and provide coaching and counseling to front desk agents as needed. You will handle guest complaints, problem-solving, disturbances, and any special requests during shifts acting as the Manager on Duty. You will lead daily pre-shift meetings with the Front Office staff and hotel management to align on daily activities and priorities. You will enforce asset control procedures, maintain accurate logs, inform staff about VIPs and special requests, and ensure adherence to the Guest Recovery program. You will greet guests upon arrival, ensure special requests are fulfilled, and escort guests to their rooms when appropriate. You will oversee arriving reservations, monitor no-shows, and encourage creative upselling opportunities to optimize hotel revenue. You will recruit, retain, train, and monitor Front Office employees, ensuring compliance with hotel policies and maintaining a professional, service-focused environment. You will coordinate with the Housekeeping Department to enhance guest services and ensure smooth cross-departmental communication. You will adhere to the Front Office budget and ensure departmental supplies are replenished following established par levels. You will ensure all Front Office staff are aware of and adhere to fire, emergency, and security policies and procedures. You will maintain knowledge of and comply with departmental policies, brand standards, service procedures, 4 Keys service standards, and safety and security procedures. You will perform all additional duties as assigned by management.

Requirements

Understand the mission, vision, and goals of the hotel.
Must be able to prioritize and work efficiently with limited supervision.
Must be detail oriented and able to multi-task efficiently.
Must be able to speak and understand and communicate the primary language(s) used in the workplace.
General knowledge of the city where the hotel is located and its attractions.
Extensive knowledge of the hotel, its services and facilities.
Strong team player, able to partner with management and other employees in a professional manner.
Ability to hear, understand and communicate orally and in writing to communicate with staff, vendors, and guests a normal in-person and phone conversation.
Ability to stand and walk for extended periods of time.
Ability to bend and twist, push and pull, stoop, and kneel.

Responsibilities

Maintain a strong presence on the front desk to deliver exceptional guest service and provide coaching and counseling to front desk agents as needed.
Handle guest complaints, problem-solving, disturbances, and any special requests during shifts acting as the Manager on Duty.
Lead daily pre-shift meetings with the Front Office staff and hotel management to align on daily activities and priorities.
Enforce asset control procedures, maintain accurate logs, inform staff about VIPs and special requests, and ensure adherence to the Guest Recovery program.
Greet guests upon arrival, ensure special requests are fulfilled, and escort guests to their rooms when appropriate.
Oversee arriving reservations, monitor no-shows, and encourage creative upselling opportunities to optimize hotel revenue.
Recruit, retain, train, and monitor Front Office employees, ensuring compliance with hotel policies and maintaining a professional, service-focused environment.
Coordinate with the Housekeeping Department to enhance guest services and ensure smooth cross-departmental communication.
Adhere to the Front Office budget and ensure departmental supplies are replenished following established par levels.
Ensure all Front Office staff are aware of and adhere to fire, emergency, and security policies and procedures.
Maintain knowledge of and comply with departmental policies, brand standards, service procedures, 4 Keys service standards, and safety and security procedures.
Perform all additional duties as assigned by management.