Assistant Front Office Manager

Description ASSISTANT FRONT OFFICE MANAGER The Front Office is at the heart of every hotel, and our front-of-house staff are some of the most important members of the team. They are the first to meet our guests and have the first opportunity to provide them with impeccable service. Managers set an example for the staff to follow and are expected to provide leadership and professionalism as a representative of the Company. THE DUTIES OF ASSISTANT FRONT OFFICE MANAGER INCLUDE, BUT ARE NOT LIMITED TO, THE FOLLOWING: Manage day-to-day operations of the Front Office. Train, develop, and recommend discipline of staff members. Ensures quality assurance standards of hospitality are provided to all guests and employees on property and/or via phone. Communicate both verbally and in writing to provide clear directions to the staff. Interact positively with customers and take action to resolve problems and maintain a high level of customer satisfaction and policies. Receive requests and/or complaints and take appropriate action by communicating with departments involved via telephone/email. Monitor office, amenities, and guest supply inventory. Ensure compliance of all front office and guest service standard operating procedures and policies. Oversee the VIP and Group guest processes including inspection of VIP arrival rooms, reviewing VIP reservations and all group resumes, and ensuring smooth check-in/check-out. Assist with upselling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue. Perform quality checks on employees, employee tasks and public spaces of the hotel. Complete all required Company trainings and compliance courses as assigned. Adheres to Company standards and maintains compliance will all policies and procedures. Coordinate activities with other hotel departments to facilitate increased levels of communication and guest satisfaction. Establishes departmental goals and objectives, functions with independence, and makes decisions on matters of significant importance. Performs other related duties as assigned. This position will spend most of the time (50% or more) performing individual tasks related to those performed by direct reports, but primary duties are supervisory or organizational goal related. A portion of the time may be spent achieving organizational objectives, often through the coordinated achievements of subordinate staff. Requirements The ideal candidate will possess strong communication skills, a clear understanding of guest service in a hotel environment and demonstrate strong leadership capabilities. Ability to handle stressful situations in a calm professional manner and exhibit good judgement. Strong interpersonal skills: ability to get along with a diverse group of personalities. Ability to communicate clearly and effectively with guests and team members, both verbally and written. Ability to stand, walk, and continuously perform behind the front desk. Ability to consistently demonstrate a "YES" attitude when performing duties with employees, guests, and management. Highly organized; quick, yet thorough and communicative. Extremely focused, while able to multi-task and adapt to changing priority levels for ongoing projects. Self-starter that feels comfortable taking initiative. Must demonstrate a positive attitude and professional demeanor. Able to stand, walk, and sit up to 10 hours in a single day. Able to lift to 50 lbs. Occasionally required to sit, climb or balance; stoop, kneel, crouch, or crawl; talk or hear, taste, smell. Expected Hours of Work: Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends, and alternate shifts. Position requires working from property location. In addition to working holidays and weekends as business demands, salaried managers are often expected to work up to or more than 50 hours per week with the opportunity to work less hours during slower time periods or as defined by your direct report.