Assistant Front Office Manager

Pyramid Global Hospitality•New York, NY

4d•$54,000 - $70,000

About The Position

The Assistant Front Office Manager is responsible for managing front office operations at a large hotel, typically supervising a shift of front office and bell employees. The role oversees reservations, the front desk, and the bell team, and may serve as manager on duty as required. The position supports guest satisfaction, revenue generation, and departmental profit goals while ensuring staff, operational, security, and service standards are maintained.

Requirements

At least two years of front office or guest services leadership experience as a supervisor or manager.
Fluent English.
Communication skills for interacting with customers, employees, and third parties.
Reading and writing abilities for paperwork, management reports, interpreting results, giving and receiving instructions, and training.
Basic mathematical skills, including budgeting, profit and loss concepts, percentages, and variances.
Problem-solving, reasoning, motivating, organizational, and training abilities.
May be required to work nights, weekends, and/or holidays.

Responsibilities

Manage all aspects of front desk operations, including reservations, the front desk, and the bell team.
Schedule employees to ensure proper coverage.
Monitor employee performance and recommend or initiate corrective, disciplinary, or other staffing and human resources actions in accordance with company policies and procedures; alert management to potentially serious issues.
Ensure staff are properly trained and have the tools and equipment needed to perform their jobs effectively.
Ensure guests receive prompt, professional attention and are greeted upon arrival; respond to complaints and use appropriate service recovery gestures.
Communicate VIP, special needs, and guest requests to staff and follow up on execution.
Help achieve departmental guest satisfaction, revenue, and profit goals; manage labor costs and expenses within budget.
Assist with hotel revenue generation and maximization through use of company systems, business processes, and specifications.
Ensure procedures are followed for the security of monies, credit and financial transactions, and guests.
Inspect the front office and public areas during the shift, correct deficiencies, and ensure the areas reflect well on the hotel, brand, and company.
Train appropriate staff in phone-handling procedures so they can serve as a central communications point during emergencies or crises.
Promote teamwork and quality service through daily communication and coordination with other departments, including Accounting, Revenue Management, Sales and Marketing, Food and Beverage, Housekeeping, and Engineering.
Serve as manager on duty as required.