Assistant Front Office Manager

Job Summary

The Assistant Front Office Manager is responsible for ensuring the operation of guest services and bellmen services in an attentive, friendly, and efficient manner, providing all guests with quality service prior to and throughout their stay while maximizing room revenue and occupancy.  The Assistant Front Office Manager will report the Front Office Director.

Fundamental Requirements

• Respond to all guests' requests, problems, complaints, and/or accidents presented at the front desk or through reservations, comment cards, letters, and/or phone calls in an attentive courteous manner and then follow up to ensure guest satisfaction.
• Motivate and develop guest services team members according to hotel standards. 
• Ensure staff greet and welcome all guests approaching the front desk in accordance with hotel standards. 
• Assist the front desk and bell as needed. 
• Monitor all VIPs, special guests, and requests.
• Maximize room revenue and occupancy by reviewing stats daily. Analyze rate variance, monitor credit report, and observe daily house count closely. Monitor the selling status of the house daily.
• Ensure correct and accurate cash handling at the front desk.
• Manage the interview process of candidates for guest services positions and follow standards for hiring approvals.
• Write and deliver team member performance reviews in accordance with company standards.

General Requirements

• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written and approach all encounters with all levels of team members and guest in an attentive, friendly, courteous, and TEAM service-oriented manner.
• Must be effective in listening to, understanding, and clarifying concerns raised by team members and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be able to maintain the confidentiality of information.
• Scheduling flexibility required

Education & Experience

• At least 2+ years of front office supervisory or management experience are required.