Assistant Front Office Manager

Position Summary

The Assistant Front Office Manager will assist the FOM in leading and directing the Front Desk team & functions. Ensure team & guest satisfaction while enforcing company policies. In the absence of the FOM, this person will assume responsibility as acting manager and use sound judgment to make proper ethical decisions. 

Essential Functions - The essential functions include, but are not limited to the following:

Supervisory Responsibilities:

• Assist with front desk recruitment & team development processes as assigned.

• Oversee the daily workflow of the department alongside the Front Office Manager.

• Encourage team members to boost scores on a daily basis.

• Assist with preparation of documents/reports needed for daily team standup meetings.

• Run reports and complete tasks as assigned.

• Ensure Merlin trainings are completed on a continuous basis by all team members.

Duties & Responsibilities:

• Ensure front desk operations flow smoothly & guests receive a positive experience.

• Assist with ensuring new hires and team members are properly trained and given the

necessary resources to succeed in their roles.

• If assigned by the FOM, assist with creating the schedule according to business needs.

• Ensure company & department policies are followed on a daily basis by all team

members.

• Stay well-informed on room inventory, arrivals, departures, and available transportation

coverage.

• Maintain sufficient levels of supplies necessary for the operation of the Front Desk.

• Use proper order procedures when purchasing supplies and items.

• Handle guest issues or complaints that may come across providing a resolution and guest

satisfaction.

• Ensure certain areas such as the lobby, pool, gym, etc. are clean according to hotel

standards.

• Performs other duties as assigned

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Highschool Diploma

• Bachelor’s degree in hospitality or related field preferred.

• 2+ years of experience in a front office or front desk role. Preferably in a hotel or a resort.

• Excellent verbal and written communication skills.

• Excellent interpersonal, negotiation, and conflict resolution skills.

• Excellent organizational skills and attention to detail.

• Strong analytical and problem-solving skills.

• Ability to prioritize tasks and to delegate them when appropriate.

• Proficient with Microsoft Office Suite or related software

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.

While performing the duties of this position, the employee is standing the entire shift. The employee frequently reaches, bends, stoops, lifts, and pushes. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls in repetitive motions. Requires full sight and hearing capacity. 

The employee is frequently required to walk; sit; and reach with hands and arms. The employee occasionally lifts and carries items weighing up to 25 pounds. The employee must frequently communicate with guests and vendors.

The employee is occasionally exposed to hazards including, but not limited to slipping, tripping, falls; frequent exposure humidity and cold; frequent contact/immersion of hands in water, sanitation solutions, and frequent washing of hands.

The noise level in the work environment is usually moderate.

**Employment is contingent upon successful completion of a background and drug test.**