Assistant Front Office Manager

Sage Hospitality Group•Philadelphia, PA

About The Position

The Assistant Front Office Manager supports the daily operations of the hotel’s front office and Guest Services personnel, providing professional, courteous, accurate, and timely service to arriving, departing, and in-house guests. The role helps ensure guest satisfaction and financial success by supervising service quality, maintaining front desk procedures and records, coordinating guest services, and supporting and training associates. The position oversees check-in and check-out, guest accounts and cash handling, reservations and rate communication, PBX calls, guest requests and complaints, and coordination with transportation and valet providers. It also supports staffing and scheduling, associate training and communication, supply and inventory control, emergency procedures, safety participation, and the hotel’s Manager on Duty program.

Requirements

High school diploma or equivalent.
At least two years of experience as a front desk supervisor, or at least four years of hotel front office experience.
Thorough understanding of hotel front office procedures.
Working knowledge of guest services, hotel services, policies, or operations.
High-school-graduate-level mathematical aptitude and knowledge of standard cash-handling procedures and computerized cash register systems.
Previous experience dealing directly with the public and general knowledge of basic customer service skills.
Fluency in spoken and written English.
Tact and understanding when handling varied customer service problems, including stressful and highly emotional situations.
Strong organization and attention to written and verbal details, particularly when handling multiple tasks.
Comprehension and literacy sufficient to review correspondence, initiate reports, and conduct training.
Ability to read written communications and a monochrome computer screen; operate computer, calculator, and telephone keyboards for cash handling and paperwork; follow verbal and written instructions; work on multiple tasks; and communicate verbally and in writing.
Ability to stand for most of the shift, bend and kneel repeatedly while filing, reach all hotel areas, and occasionally carry and lift files and office items weighing up to 25 pounds.

Responsibilities

Greet arriving guests and complete check-in procedures using manual and computerized methods.
Facilitate guest check-out and close guest accounts according to established procedures.
Ensure the front desk team accurately calculates and posts payments, receipts, guest accounts, and other forms of credit, following proper cash-handling procedures.
Answer inquiries and accept reservations, communicate hotel rates and information, and use suggestive selling techniques to increase occupancy and revenue.
Maintain guest relations by staying informed about hotel and area events and responding knowledgeably to questions in person and by telephone.
Operate PBX equipment, handle incoming and outgoing calls, and schedule guest wake-up calls.
Control front desk cash transactions and maintain a personal bank according to hotel policy.
Maintain a friendly, cheerful, and courteous demeanor.
Assist the Assistant General Manager with performance evaluations, discipline, and terminations as appropriate.
Coordinate guest-service efforts, including group arrivals and departures and guest transportation.
Coordinate and supervise relations with valet, taxi, and Airport Connection services.
Provide information and recommendations about local restaurants, theaters, community events, and activities.
Greet guests, assist with check-in and check-out, deliver laundry, store luggage, and provide guest transportation as required by hotel procedures.
Order supplies and maintain inventory control to minimize unnecessary expenses.
Follow up promptly and professionally on guest complaints and problems.
Implement emergency training and procedures to protect guests, staff, and company assets.
Prepare and post the weekly schedule for Front Office Associates by 3 p.m. on Friday, and arrange coverage for call-offs.
Communicate hotel activities to subordinates so guest needs are met in a timely manner.
Ensure new hires learn hotel operations and associates are trained on Fosse and other systems and procedures; ensure Front Desk Associates receive SSM training.
Motivate the department and ensure daily Front Office Associate duties and logs are completed.
Assist other employees and departments to support overall hotel performance.
Represent the front desk at each Safety Committee Meeting.
Participate in the Hotel Manager on Duty program.
Perform other duties as assigned, requested, or deemed necessary by management.