Assistant Front Office Manager

As a member of our hospitality team, the primary responsibility of an Assistant Front Office Manager is to assist the Director of the Front Office by providing leadership to associates delivering Front Desk services and achieving the operating budget. This role will work closely with associates to ensure smooth guest arrival and departure procedures by performing all necessary duties at the Front Desk and supervising daily shifts, ensuring compliance with policies, standards, and procedures with a focus on training and empowering associates to provide excellent customer service. A crucial part of this role is to set a positive example for guest relations, continuously interact with customers to obtain feedback on room quality and service levels, and handle guest problems and complaints effectively.

·         Actively participating in Front Desk activities to ensure exceptional guest service and supervising daily Front Desk shift operations with strict adherence to policies and procedures.

·         Managing Front Desk shift openings and closings, completing checklists and essential duties for seamless transitions.

·         Analyzing critical information from Front Desk reports to continuously optimize performance and enhance the guest experience.

·         Fostering collaboration among Bell Staff, Switchboard, and Concierge/Guest Services operations for memorable guest stays while confidently overseeing Front Office areas.

·         Demonstrating expertise in operating department equipment and promptly reporting malfunctions to ensure a trouble-free guest experience.

·         Providing comprehensive training to nurture associates' growth and monitoring strict adherence to credit policies for the hotel's financial health.

·         Engaging in department meetings to communicate clear Front Desk goals and proactively optimize staffing levels for outstanding guest service and efficient operations.

·         Ensuring associates have the necessary supplies and uniforms to cultivate a professional work environment.

·         Proficient in night audit procedures, utilizing reports accurately for smooth operations.

·         Led impactful training initiatives to provide a secure environment for guests and team members, adhering diligently to loss prevention policies.

·         Addressing guest concerns promptly and graciously, exceeding expectations to create unforgettable memories.

·         Empower associates to deliver exceptional customer service and provide constructive feedback for improvement. Participating in guest satisfaction reviews and implementing action plans for guest satisfaction.

·         Involved in the hiring process, welcoming new team members, overseeing ongoing training, and communicating performance expectations.

·         Offering coaching and encouragement, creating a supportive environment for associates, and actively participating in an associate recognition program to boost team morale.

·         Efficiently supervising same-day selling procedures to optimize room revenue and occupancy, verifying room rates accurately.

·         Committed to managing departmental expenses and ensuring budgeted goals are met. Understanding the Front Desk's impact on the hotel's financial goals and aligning efforts with the overall vision of providing an inviting experience for every guest.

·         High School Diploma or equivalent required; Bachelor’s Degree preferred, Hospitality Management or similar program beneficial.

·         3+ years experience in hotel operations.