Assistant Front Desk Manager- Hotel Magdalena

Summary The Opportunity: This position is responsible for providing superior service in all guest interactions, including telephone operations, reservations management, concierge services, and overall supervision of Front Desk operations. Front Desk Managers must possess strong communication skills, the ability to resolve conflict, and a thorough understanding of Bunkhouse policies. They are expected to develop and maintain the company’s culture, values, and reputation with staff, guests, vendors, and partners. Key Responsibilities Ensure all employees adhere to dress code policies for scheduled shifts. Demonstrate a working understanding of labor cost control through effective scheduling and proactive management. Develop departmental objectives, budgets, policies, procedures, and strategies. Perform personnel actions such as hiring, disciplinary action, in coordination with the Front of House Manager and other managers as necessary. Train and supervise Front Desk staff, holding them accountable for performance through regular evaluations. Work closely with Human Resources to maintain awareness of required documentation and retained employee files. Provide indulgent service to all guests through name recognition, concierge services, flawless check‑in and check‑out procedures. Help oversee the VIP program and overall guest experience (GEM); support team members who assist with this effort. Ensure accuracy of guest and group reservations, including rates, dates of stay, room types, VIP amenities, and billing instructions. Maintain a thorough understanding of the Property Management System and all property services and amenities. Ensure all calls are answered courteously, professionally, and efficiently. Manage and approve Front Desk staff timecards, ensuring data entry accuracy and meeting payroll deadlines. Maintain accuracy in all accounting, billing, and end‑of‑month procedures. Process all travel agent commissions. Act as point of contact for guest complaints in the absence of the Front of House Manager. Resolve customer complaints regarding Front Office operations and assist other departments with billing issues. Ensure immediate response to guest comments and concerns, and assist in implementing corrective action. Support fulfillment of retail orders and maintain lobby store cleanliness and organization. Participate in the Manager on Duty program. Maintain a high level of cleanliness and safety in the work area, upholding housekeeping standards. Maintain open lines of communication across all departments via email, logbooks, and meetings to ensure hotel needs are met. Stay aware of safety issues throughout the property. Attend relevant meetings. Be prepared to perform additional functions as required to exceed customer expectations. Benefits Medical, Dental, Vision, 401(k) with company match. Free room nights, discounted and friends & family rates. Generous paid time off. Work‑life benefits including complimentary Headspace. Discounts at various retailers (Apple, AT&T, Verizon, Headspace, and many more). Qualifications Two (2) years of front desk related experience in hospitality or service industry. Front desk and/or housekeeping experience required. High school diploma or GED; college degree preferred. Attention to detail. Excellent verbal, written, and graphic communication and interpersonal skills. Ability to speak, read, write, and understand the primary language(s) of the workplace. Ability to speak effectively before groups of co‑workers and sister property staff. Ability to create documents in Excel and Word. Ability to understand Property Management Systems and related programs. Bilingual preferred. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. #J-18808-Ljbffr Hyatt Hotels Corporation