Asst. Front Office Manager

Residence Inn Isla Verde • Carolina, PR

8d • Onsite

About The Position

The Assistant Front Office Manager ensures the Front Office operates attentively, efficiently, and courteously, providing guests with quality service before and throughout their stays while maximizing room revenue and occupancy. The role supports guest reception and front desk operations, coordinates special requests and VIP arrangements, trains and supervises team members, responds to guest feedback, and helps resolve guest concerns. The position is at Residence Inn Isla Verde in Carolina, Puerto Rico, and includes two overnight shifts.

Requirements

• Four-year college degree.
• At least one year of related experience.
• Supervisory experience.
• Proficiency in Windows and company-approved spreadsheet and word-processing applications.
• Ability to communicate effectively verbally and in writing with employees and guests at all levels.
• Ability to listen to, understand, and clarify concerns raised by employees and guests.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Ability to handle, anticipate, prevent, identify, and solve problems; understand and evaluate complex information and data.
• Ability to work long hours when required, including two overnight shifts.
• Ability to stand throughout the entire shift and exert up to 20 pounds occasionally and/or up to 10 pounds frequently or constantly.

Nice To Haves

• Labor experience.
• OPERA experience.

Responsibilities

• Work with Sales and Reservations to fulfill special requests for groups and VIPs.
• Assist with daily guest reception and perform Front Desk Assistant duties, including registering guests, using upselling techniques, preparing for group arrivals and departures, and handling VIP arrivals.
• Respond to social media feedback and follow up with guests and internally.
• Communicate effectively with guests, team members, and other departments.
• Assist with and lead guest service training initiatives; train new front desk hires and interview, hire, and train guest services agents.
• Maintain guest profiles and review current and future reservations to accommodate special requests; prepare amenity cards and coordinate food and beverage requests with IRD and PH.
• Maintain a friendly, caring, and professional demeanor and appearance, and cooperate with colleagues.
• Stay informed about hotel events and functions during shifts.
• Maintain a house bank and accurate daily receipts and deposit reports; understand basic financial data.
• Promote hotel services, facilities, and outlets; provide information about local attractions and directions, using the James Report to improve guest satisfaction.
• Assist with reservations and PBX duties as needed.
• Resolve guest complaints, communicate problems and unhappy guests to management, anticipate guest needs, respond promptly to requests, and follow up to ensure satisfaction.
• Maintain relationships with repeat guests and honor their special requests.
• Supervise a shift when needed and participate in Manager on Duty coverage as required.
• Work with Sales and VIP clients.
• Review and update the communication log book each shift and communicate hotel policies and procedures to team members.
• Know and assist with emergency procedures; attend mandatory meetings and training classes.
• Know key hotel personnel and nearby services, attractions, transportation, retail, and restaurants.
• Complete assigned checklists and maintain regular attendance in accordance with hotel standards and scheduling needs.
• Comply with hotel standards and regulations, maintain personal appearance and grooming standards, and contribute to productivity and problem solving.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program
• Educational opportunities and tuition reimbursement
• Paid jury duty, personal, medical, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level