Assistant Front Office Manager

The Assistant Front Office Manager is responsible for supervising the front desk operation, which includes: staff training, inter-department communications, and staff accountability. The Assistant Front Office Manager should possess strong communication skills and demonstrate leadership abilities. In addition to assisting in the operation of the Front Office and guest services personnel, this position will respond quickly to guest requests and/or complaints in a friendly manner and ensure that appropriate action is taken to guarantee guest satisfaction.

Duties include:

· Responsible for ensuring customer satisfaction at the highest level

· Act professionally and responsibly in front of all guests and associates

· Maintain guest room inventory

· Perform all tasks of a Front Office Staff as needed to facilitate service

· Ensure all operations and cash handling are done per policies and procedures

· Maintain excellent communication with the housekeeping department

· Maintain information on prices, rates, specials, packages, programs, etc, while ensuring all staff are trained in all areas

· Analyze, investigate, and resolve guest complaints

· Create expectations, lead people, manage processes, and hold people accountable for the agreed-upon activities and time tables

· Collaborate with the Front Office Manager to ensure staffing levels are aligned with customer service goals

Qualifications

· Demonstrate ability to effectively interact with people of diverse socio-economic, cultural, disability, and ethnic backgrounds

· 1 or more years of Front Office leadership experience

· Service-oriented style with professional presentation skills

· Lifestyle experience a plus

· A Hotel/Hospitality degree is an asset, but not required

· Must possess the following strengths: high energy, entrepreneurial mindset, strong motivational leader, excellent communicator, commitment to delivering exceptional customer service, and proven ability to drive bottom-line results

· Clear, concise written and verbal communication skills in English

· Must be proficient in Microsoft Word and Excel

· Must have excellent organizational, interpersonal, and administrative skills