Asst Front Office Manager

EOS•Marathon, FL

19h•Onsite

About The Position

Isla Bella Beach Resort combines unparalleled luxury with the authentic charm of the Florida Keys to create an oceanfront destination like no other. Nestled on 24 acres in Marathon, this 199-room resort blends modern elegance with the natural beauty of a mile-long private beach and vibrant marine surroundings. With a focus on exceptional guest experiences, Isla Bella offers world-class dining, a full-service spa, and a marina for thrilling water adventures, all designed to capture the laid-back yet sophisticated spirit of the Keys. Position Summary The Assistant Front Office Manager supports the daily operations of the Front Desk and Front Office team to ensure exceptional guest service, operational efficiency, and adherence to hotel, company, and brand standards. This role assists in supervising front desk operations, coaching team members, resolving guest concerns, and acting as a leader on duty in the absence of the Front Office Manager.

Requirements

Strong customer service, leadership, and communication skills.
Ability to interact with guests, associates, and management in a professional, friendly, and service-oriented manner.
Ability to effectively listen to, understand, and address concerns raised by guests and team members.
Strong organizational, multitasking, delegation, and time-management skills.
Ability to maintain confidentiality and handle sensitive information appropriately.
Demonstrated initiative and ability to anticipate guest and operational needs.
Must be able to read, write, speak, and understand English.
Maintain high standards of personal appearance, grooming, and uniform compliance.
Comply with all company, hotel, and brand policies, procedures, and safety standards.
Must maintain reliable attendance and punctuality.
Ability to work a flexible schedule including evenings, weekends, holidays, and extended hours as business needs require.
Attend all required meetings and training sessions.
High School diploma or GED required.
Minimum of 2 years of front desk experience required.
Experience with hotel property management systems and basic proficiency in Microsoft Office required.
Ability to stand, walk, balance, reach, push, pull, lift, grasp, talk, hear, and perform repetitive motions throughout the shift.
Ability to lift and/or move up to 50 pounds occasionally.
Visual acuity required to operate computers and office equipment, review reports, and observe guest and facility conditions.

Nice To Haves

Prior supervisory or leadership experience in a hotel front office preferred.

Responsibilities

Assist in overseeing daily Front Desk operations, ensuring service standards are consistently met.
Greet, check-in, and check-out guests in a friendly, efficient, and courteous manner in accordance with hotel and brand standards.
Support the Front Office Manager with scheduling, onboarding, training, and performance coaching of front desk agents and night auditors.
Provide on-the-floor leadership by monitoring guest interactions and stepping in to resolve service issues as needed.
Address and resolve guest concerns promptly and professionally, escalating issues when appropriate to ensure guest satisfaction.
Serve as a point of contact for guest service representatives and night auditors during assigned shifts.
Assist in conducting shift briefings and reviewing Front Office logs to ensure proper communication and follow-up.
Build rapport with repeat guests, rewards members, and VIPs; conduct welfare calls and encourage guest feedback.
Maintain knowledge of hotel services, amenities, rates, packages, promotions, and in-house groups.
Assist with enrolling guests in applicable rewards or loyalty programs.
Ensure compliance with cash handling, credit, and safety procedures.
Assist with room reservations, rate quoting, room assignments, and special requests.
Ensure proper logging and delivery of guest packages, mail, and messages.
Complete and review operational reports including bucket checks, room rate verification, and housekeeping reports.
Balance and prepare shift paperwork in accordance with hotel standards.
Operate and troubleshoot Front Desk systems and ensure team members are proficient in their use.
Maintain a clean, organized, and professional Front Desk and back-office workspace.
Assist guests with safe deposit boxes and other Front Desk services.
Demonstrate proper radio and phone etiquette at all times.
Act as Manager on Duty when assigned.
Support team members as needed to maintain efficient operations.
Perform additional duties, special assignments, or projects as requested by management.