Assistant Front Office Manager

Pyramid Global Hospitality•New York, NY

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; supports guest satisfaction and hotel revenue and profit objectives; and may serve as manager on duty as required. The position involves coordinating staffing and training, monitoring employee performance, maintaining guest and financial security, and ensuring that the front office and public areas meet the hotel’s appearance standards. The manager promotes teamwork and quality service through regular communication with other departments and may be required to work nights, weekends, and/or holidays.

Requirements

Two or more 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 and management reports, interpreting results, giving and receiving instructions, and training.
Mathematical skills including basic math, budgeting, profit/loss concepts, percentages, and variances.
Problem-solving, reasoning, motivating, organizational, and training abilities.

Responsibilities

Manage front desk operations, including reservations, the front desk, and the bell team.
Schedule employees to ensure proper coverage.
Monitor performance and recommend or initiate corrective, disciplinary, staffing, or human-resources-related 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.
Ensure guests receive prompt, professional attention and are greeted upon arrival; respond to complaints and implement service recovery gestures to support guest satisfaction.
Communicate VIP information and special needs or requests to staff and follow up on execution.
Support 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 to secure monies, credit and financial transactions, and guests.
Conduct routine inspections of the front office and public areas throughout the shift; correct deficiencies in appearance.
Train appropriate staff in phone-handling procedures for use as a central communications point during emergencies or crises.
Promote teamwork and quality service through daily communication and coordination with Accounting, Revenue Management, Sales and Marketing, Food and Beverage, Housekeeping, and Engineering.
Serve as manager on duty as required.