Assistant Front Office Manager

Crescent Careers • Columbus, OH

1d • Onsite

About The Position

The Hilton Columbus/Polaris is seeking an Assistant Front Office Manager for its 252-room AAA Four Diamond property. This role involves overseeing the daily operations of the front desk under the direction of the Front Office Manager. The Assistant Manager provides leadership, guidance, and operational support to all front office team members. This role is primarily front-desk focused (90%) with additional administrative responsibilities (10%). The Assistant Front Office Manager ensures exceptional guest service, maintains professional standards, and supports the Front Desk Manager by being available across all shifts as needed.

Requirements

• Open availability, being able to work weekdays, weekends, AM and PM shifts and holidays.
• Strong leader who is upbeat and approachable.
• Natural ability to engage with guests and the general public.
• Positive, collaborative style to work well with fellow managers and team members in all areas of hotel operations.
• Attentive to details.
• Good at solving problems.
• Able to promote a passion for quality and service.
• Willingness to submit to social security verification and criminal background check upon offer of employment.
• MVR checks may also be conducted if the position requires the associate to operate a company vehicle.

Responsibilities

• Provide clear guidance, coaching, and leadership to all team members.
• Communicate effectively in both verbal and written form to ensure staff understands expectations and procedures.
• Observe employee performance, encourage improvement, and model professional behavior.
• Remain calm, alert, and supportive during emergencies or periods of high activity.
• Assist coworkers and demonstrate a strong team-player mentality.
• Help complete staff schedules as needed.
• Participate and coach team to reach upsell goals and Hilton Honors Sign up goals.
• Greet guests immediately with a friendly, sincere welcome.
• Use a positive, clear speaking voice; listen attentively; and respond appropriately to guest requests.
• Provide accurate information regarding hotel services, outlet hours, and local attractions.
• Resolve guest concerns by researching issues thoroughly and determining effective solutions.
• Handle dissatisfied guests with tact, diplomacy, and sound judgment, including authorizing revenue allowances when appropriate.
• Complete check-in and check-out procedures accurately.
• Input and retrieve reservation information, verify guest details, confirm ID, and ensure correct room rates.
• Select appropriate rooms based on guest needs.
• Close out guest accounts correctly at departure.
• Answer telephones promptly using a positive, professional tone.
• Maintain continual mobility throughout the front office area.
• Maintain a professional appearance, demeanor, and attitude at all times.
• Treat all guests and associates with courtesy and respect under all circumstances.
• Communicate clearly and professionally with guests and internal teams.
• Uphold attendance standards and maintain open availability, including working all shifts and covering when called in.

Benefits

• Partially employer paid health, dental, and vision insurance (for full-time managers).
• 100% employer paid life insurance at one time your annual salary (for full-time managers, available on the first of the month after 60 days of employment).
• Participation in 401K program after 6 months of employment, with a match of 50 cents on the dollar up to 6% and a 5-year progressive vesting schedule.
• Accrue vacation and personal time each paycheck (10 days of vacation and 4 personal days after one year).
• Personal time can be utilized after three months of employment.
• Vacation time can be utilized after six months of employment.
• Holiday pay for seven paid holidays a year (for full-time associates).
• Free parking.
• Discounted hotel rooms within the Hilton brand and with Crescent Hotels & Resorts' properties.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed