Assistant Front Office Manager

Pyramid Global Hospitality•Palm Coast, FL

11d

About The Position

The Assistant Front Office Manager assists the Front Desk Manager with Front Office operations, delivering attentive, friendly, efficient, and courteous service before and throughout guests’ stays while maximizing room revenue and occupancy. The role includes supporting Front Desk staff, guest service, training, hiring, performance reviews, room revenue management, and Night Audit oversight. The position requires supervisory experience and, for exempt managers, regularly directing the work of at least three full-time associates or their equivalents. Administrative, executive, or professional tasks and the use of discretion and independent judgment must each account for more than 50 percent of the work.

Requirements

At least five years of progressive experience in a hotel or related field; alternatively, a two-year college degree and at least three years of related experience, or a four-year college degree and at least one year of related experience.
Supervisory experience required.
Proficiency in Windows operating systems.
Ability to communicate information and ideas clearly.
Ability to quickly and accurately evaluate and select among alternative courses of action.
Ability to work effectively in stressful, high-pressure situations and maintain composure and objectivity under pressure.
Effectiveness in anticipating, preventing, identifying, and resolving workplace problems.
Ability to assimilate complex information and data from different sources and adapt it to specific needs.
Ability to listen to, understand, and clarify concerns and issues raised by coworkers and guests.
Ability to work with and understand financial information and data, and perform basic arithmetic functions.

Responsibilities

Provide attentive, friendly, courteous, and service-oriented interactions with guests and employees.
Maintain regular attendance according to hotel scheduling needs and Pyramid Global Hospitality standards.
Maintain professional appearance and grooming, including the required uniform and name tag.
Follow company standards and regulations to promote safe and efficient hotel operations.
Maintain welcoming, courteous, and efficient hospitality at the Front Desk.
Handle guest requests, problems, complaints, and accidents raised at the Front Desk or through Reservations; follow up to confirm guest satisfaction.
Help motivate, coach, counsel, and discipline Front Desk personnel according to company standard operating procedures.
Ensure compliance with brand and company training standards.
Assist with Front Desk interviews and hiring procedures.
Assist with 90-day and annual Front Desk employee performance appraisals.
Support employee morale and ensure Front Desk personnel are trained.
Maximize room revenue and occupancy by reviewing daily status, analyzing rate efficiency, monitoring credit reports, and tracking daily house count.
Attend required Rooms Merchandising meetings with appropriate reports and documentation to establish select-sell guidelines and implement restrictions.
Assist in supervising Night Audit and monitor the House Charge Worksheet and Flash Report for accuracy.
Comply with applicable certification requirements, including Food Handlers, Alcohol Awareness, CPR, and First Aid.