Assistant Front Office Manager

Sage Hospitality•Philadelphia, PA

8d•Onsite

About The Position

The Logan Hotel in Philadelphia is seeking an Assistant Front Office Manager to join their team. This role is central to creating a luxurious and sophisticated guest experience, blending urban energy with curated service. The ideal candidate will have a passion for hospitality, a service-driven mindset, and a desire to make a difference. The Assistant Front Office Manager will supervise daily operations of Guest Services personnel, ensuring a safe environment and quality services to achieve maximum guest satisfaction and financial success. This includes responding professionally to guest needs, providing accurate information, and managing guest concerns.

Requirements

High school diploma or equivalent.
Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work.
Total understanding of all hotel front office procedures.
Working knowledge of guest services and hotel services, policies, or operations.
High school graduate level mathematical aptitude.
Knowledge of standard cash handling procedures and computerized cash register systems.
Past experience in dealing directly with the public.
General knowledge of basic customer service skills.
Fluent in oral and written English.
Ability to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
Highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc.

Responsibilities

Greet and complete check-in procedures for arriving guests using manual and computerized methods.
Facilitate guest departure (check-out) by following established procedures to close guest accounts.
Ensure the front desk team regularly calculates and posts guest charges accurately using proper cash handling methods.
Answer guest inquiries and take reservations, communicating hotel rates and information effectively, and using suggestive selling techniques.
Maintain good guest relations by staying informed about in-house and area functions to answer questions knowledgeably.
Operate PBX equipment for incoming/outgoing calls and wake-up services.
Control cash transactions at the front desk and maintain responsibility for the hotel bank.
Maintain a friendly, cheerful, and courteous demeanor at all times.
Assist and make recommendations to the Assistant General Manager regarding performance evaluations, discipline, and terminations.
Coordinate guest service efforts, including group arrivals/departures and guest transportation, to maximize the guest experience.
Coordinate and supervise activities with valet service, taxi services, and the Airport Connection.
Provide information and assist staff in recommending area restaurants, theaters, and community events.
Greet guests, offer assistance with check-in/check-out, deliver laundry, and store luggage.
Provide guest transportation as required by hotel operating procedures.
Order supplies and maintain inventory control to minimize expenses.
Follow up on guest complaints or problems in a timely and professional manner.
Implement emergency training and procedures for the protection of guests, staff, and assets.
Provide weekly schedules for Front Office Associates and arrange for coverage of call-offs.
Ensure proper communication to subordinates regarding hotel activities and guest needs.
Ensure new hires are aware of all aspects of the hotel.
Ensure all associates are properly trained on Fosse and other systems/procedures.
Ensure all Front Desk Associates are SSM trained.
Provide motivation to the department.
Ensure all Front Office Associate duties are completed daily (checklists, call back log, guest request log, wake-up log, etc.).
Provide assistance to other employees and departments to contribute to overall performance.
Ensure the front desk is represented at each Safety Committee Meeting.
Participate in the Hotel MOD program.