Assistant Front Office Manager
About The Position
Our Assistant Front Office Manager supports the Front Office Manager in daily hotel operations. This role oversees guest services, manages front desk staff, and ensures smooth check-in and check-out processes. Responsibilities include handling guest inquiries and complaints, coordinating with other departments, and maintaining high customer service standards. The role also involves training and mentoring front office employees, managing reservations, and ensuring efficient front office procedures. Ideal candidates will have excellent communication skills, strong attention to detail, and the ability to work in a fast-paced environment. Required: Solid experience in the following areas as Front Desk Agent, Night Auditor, & Reservations. l Salary: $65,000 annually.
Requirements
- Solid experience in Front Office including Front Desk, Night Audit, Reservations and Concierge.
- Clear, concise written and verbal communication skills.
- Strong customer service orientation and skills.
- Superior interpersonal skills. Ability to get along with diverse personalities, tactful and flexible.
- Excellent listening skills
- Ability to stand for a long period of time.
- Ability to work in a fast-paced environment.
- Ability to maintain control and composure in difficult situations and exhibit good judgment.
Responsibilities
- Responsible for the operational side of Front Office.
- Ensuring that all staff know procedures and standards required within their sections and keeping workstations tidy at all times.
- Blocking guests' rooms before guest arrival.
- Monitoring and maintaining all guest check-ins.
- Proper channeling of all guest complaints received, according to hotel procedures and strict liaison with the Front Office Manager about these complaints.
- Daily review of in-house accounts.
- Ensuring a daily bucket check is done.
- Immediate follow-up of any accounting/guest bill problems.
- Ensure concierge department is fully staffed and guest requests are handled properly.
- Work closely with Housekeeping, Engineering, Catering and Sales to assure groups and special functions are handled smoothly.
- Daily review of audit packs.
- Train staff and ensure that proper direct-bill and credit-card procedures are in place and followed.
- Monitor posting of guest charges and approve all adjustments to minimize lost revenue (Revenue daily packs).
- Ensure that the proper cash handling policies are in place and being followed.
- Assist FOM in training and monitoring staff on hotel and/or brand standards for guest services.
- Assist FOM in ordering and maintaining Front Office supplies and equipment according to and within budget.
- Assist FOM in maintaining and reporting problems with Front Office POS.
- Establish effective front office communications and information system through logs, department meetings, and coaching and counseling. Set clear standards for employees and communicate all goals and results.
- Assist the General Manager in resolving guest complaints concerning the Front Office.
- Assist FOM in hiring, training, counseling, and motivating department personnel, payroll administration for department personnel, and conducting all department personnel performance appraisals.
- Adhere to all work rules, procedures, and policies established by the hotel, including, but not limited to, those contained in the employee handbook.
Benefits
- health insurance
- dental insurance
- vision insurance
- leaves of absence
- retirement plans
- paid time off
- hotel room discounts
- daily pay access
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
