Assistant Front Office Manager

Job Description

Job Description

Job Title: Assistant Front Office Manager (AFOM)
Job Type: Full-Time
Pay: $18.00 - $20.00 per hour

Job Summary:
The Assistant Front Office Manager (AFOM) is responsible for supporting the Front Office Manager in ensuring the smooth and efficient operation of the front office. The AFOM plays a critical role in maintaining high guest satisfaction through effective problem-solving, multitasking, and administrative management. This position oversees the front desk of a 387-room full-service hotel, capable of hosting up to 750 people in its meeting spaces, ensuring adherence to operational standards, maximizing profitability, and fostering both guest and employee satisfaction. The AFOM is also responsible for various administrative tasks while performing MOD duties in the absence of the Front Office Manager.

Key Responsibilities:

• Manage room inventory and availability for future dates and the day of arrival.
• Ensure guests experience a warm and efficient check-in and check-out process through direct guidance and training of the Front Office Team.
• Stay informed about group bookings, local negotiated rates (LNRs), promotions, loyalty programs, and brand updates.
• Coordinate with the Sales Manager to properly block VIP and repeat guest rooms.
• Handle all reasonable requests from management, ensuring the team’s capability to perform tasks.
• Continuously improve guest satisfaction through team training, employee development, and a focus on delivering quality service.
• Supervise, motivate, and manage the Front Office Team, ensuring staffing levels, training, discipline, and scheduling are optimized.
• Monitor and manage labor costs and departmental resources to meet performance standards.
• Provide clear direction and instruction to Front Office Agents, fostering a positive and productive work environment.
• Collaborate with Rooms Division partners (Engineering and Housekeeping) to ensure smooth operations.
• Uphold security procedures for cash handling, guest security, and emergency protocols.
• Respond promptly and professionally to guest complaints, following company guidelines.
• Implement corporate and brand marketing programs as required.
• Attend and organize meetings to share and receive pertinent information.
• Conduct room inspections as needed to ensure cleanliness and maintenance standards.
• Assist with guest check-in/check-out and other front desk duties as needed.
• Serve as Manager on Duty (MOD), overseeing hotel operations during designated shifts.
• Provide support to the General Manager by ensuring efficient and profitable front office operations.
• Follow up on guest complaints and feedback via GuestVoice and social media platforms.
• Assist the Front Office Manager with administrative tasks and email correspondence as needed.

Qualifications:

• Energetic, proactive, and goal-oriented with a willingness to take calculated risks.
• Basic knowledge of hotel operations with an advanced understanding of customer service.
• Strong communication skills, with the ability to establish trust and build relationships with both guests and internal teams.
• Service-oriented mindset with a focus on guest satisfaction and quality standards.
• Ability to remain calm, courteous, and make sound decisions in demanding situations.
• Proficient in general computer skills, with the ability to train and monitor referral processes, setting traces, and profiling accounts.
• Strong understanding of customer needs and market dynamics.
• Excellent organizational, verbal, and written communication skills.

Benefits:

• Dental Insurance.
• Vision Insurance.
• Health Insurance.
• Paid Time Off.
• Employee Discounts.

Job Type: Full-time.

Pay: $17.50 - $20.00 per hour.

Benefits:

• 401(k).
• 401(k) matching.
• Dental insurance.
• Employee discount.
• Health insurance.
• Paid time off.
• Vision insurance.

Schedule:

• 10 hour shift.
• 8 hour shift.
• Night shift.
• Weekends as needed.

Education:

• High school or equivalent (Preferred).

Experience:

• Hotel Experience: 1 year (Required).
• Front Desk: 1 year (Required).
• E.O.E.