Assistant Front Office Manager

Assistant Front Office ManagerThe Assistant Front Office Manager is responsible for delivering exceptional performance in their role, upholding Forbes 5-Star standards, and embodying the property's Core Values. This position serves as a vital operational leader, supporting the Front Office Manager in daily front desk operations while providing dedicated oversight of the Transportation Department. By ensuring seamless guest services, operational efficiency, accurate billing procedures, and reliable transportation coordination, the Assistant Front Office Manager contributes directly to the property's reputation for excellence and guest satisfaction.Key ResponsibilitiesFront Office Operations:Oversee daily front desk operations, ensuring adherence to Forbes 5-Star service standards and property protocols for guest check-in, check-out, and all guest interactionsManage billing accuracy and reconciliation, including posting charges, processing payments, resolving discrepancies, and ensuring proper routing of invoices and foliosDevelop and implement operational efficiencies to streamline front desk workflows and enhance service deliveryHandle escalated guest issues with professionalism, ensuring swift resolution and guest satisfaction while maintaining property standardsTrain, mentor, and develop front desk team members on systems, service standards, billing procedures, and Forbes 5-Star expectationsTransportation Department Management:Create and manage staff schedules for the Transportation Department, ensuring adequate coverage for all shifts and guest needsMaintain and update the Flight Manifest, coordinating airport pickups and drop-offs with accuracy and timelinessTrain transportation staff on service protocols, safety procedures, guest interaction standards, and property expectations.Train transportation staff on proper accident protocols, safety procedures, and documentation requirements to ensure timely processing of insurance claims.QualificationsMinimum 2-3 years of experience in front office or guest services operations, preferably in a luxury hotel or resort environmentFleet management experience requiredPrevious supervisory or leadership experience preferred with a demonstrated ability to train and develop team membersProficiency with Opera Cloud, ALICE, and Microsoft Office Suite is idealStrong understanding of hotel billing procedures and financial reconciliationExcellent communication skills, both written and verbal, with the ability to interact professionally with guests and team membersExceptional problem-solving abilities and sound judgment in handling guest concerns and operational challengesDetail-oriented with strong organizational and multitasking capabilitiesCommitment to Forbes 5-Star service standards and luxury hospitality excellenceAbility to work independently and collaboratively in a fast-paced, high-expectation environmentPhysical RequirementsAbility to stand and walk for extended periods, up to 8 hours per shiftCapability to lift and carry items up to 50 pounds occasionallyAbility to sit at a computer workstation for extended periods while managing administrative tasksAbility to work flexible hours, including early mornings, evenings, weekends, and holidays, as required by business needsValid driver's license is requiredThis job description is intended to convey information essential to understanding the scope of the position and is not intended to be an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with the position. Management may assign or reassign duties and responsibilities to this job at any time.