Hotel Front Desk Assistant Manager

The Sagamore Resort•Bolton Landing, NY

About The Position

The Sagamore is seeking an Assistant Front Office Manager to join our team! This crucial position is a leader for the resorts first points of contact for our guests, and will foster a culture of collaboration, guest priority, and professionalism. The ideal candidate will be highly motivated, energetic, positive, and team-oriented who is focused on delivering the best guest experience possible. The Assistant Front Office Manager will work closely with the Front Office Manager. The role is responsible for overseeing the daily operations of the Front Office team (Front Desk, Bell/Valet, Concierge, Call Center, and Doorman). Must ensure that all staff are adhering to hotel standards and ensuring maximum guest satisfaction.

Requirements

2+ years of hotel / resort supervisory experience (Please have this reflected on Resume / Application)
Must have excellent interpersonal skills
Must have conflict-resolution skills
Requires good communication skills, both verbal and written
Must be able to work within and lead a team
Flexibility to work with varying schedules including days, and nights (no overnights), weekends, and holidays
The company also conducts post-offer employment verification, motor vehicle, and criminal background checks.

Responsibilities

Assist FOM in overseeing Front Desk, Call Center, Concierge, Bellmen, and Doorman
Always provide the highest quality of service to the guests
Handle guest requests and concerns while on the property to ensure guest satisfaction
Maintain and improve guest services by working with the Front Office Manager by implementing and creating new policies and procedures
Keeping the Front Office team in the loop of all operating changes coming from Food and Beverage, Sales, Housekeeping, Engineering, Spa, and Rec.
Issue appropriate correspondence to dissatisfied guests on behalf of the hotel to achieve satisfaction and guest loyalty.
Provide support to all Front Office teams when needed by doing check-ins, valet cars, assisting the call center, etc.
Assist with training in all Front Office departments
Keep the Lobby, Front Desk, Bell stand, and Concierge desk clean and organized
Act as Manager on Duty when FOM and upper management are not on the property by attending to all guest needs and reporting all guest situations that occur.
Assign rooms for upcoming reservations using requests and availability.
Make sure reservations are properly alerted/noted for celebrations, upgrades, and any information FD Agents will need.