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Assistant Front Office Manager

posted March 27, 2019

The Eden Resort & Suites
Lancaster, PA
Assistant Front Office Manager position offered at an Award Winning Resort
765343 l

About This Job

Job Title: Assistant Front Office Manager Reports to: Front Office Manager.

This position is FULL TIME

Purpose: To manage assigned shifts for the Front Office, Train and mentor desk agents on becoming Masters of the art of gracious hospitality and service recovery creating memorable experiences for all Eden Guests and focus on providing a quick seamless check in/out process.

Must be flexible in your hours and available nights, weekends and Holidays.

Familiarity of the front office operating system “OPERA is STRONGLY RECOMMENDED.

  • Participates in the development and implementation of guest service strategies for Front Office, bell stand, parking, concierges, etc. that support achievement of the hotel's guest service goals
  • A critical thinker able to think outside the box and on their feet in a fast paced environment to solve guest issues
  • High level of patience required
  • Has a strong sense of urgency ability to meet deadlines
  • Manages the operation of the front office and related areas during assigned shifts
  • Creates the first impression for front office areas
  • Prepares and analyzes reports in order to develop an informative database for decision making and to communicate upcoming Business throughout the hotel
  • Analyzes business forecasts and schedules accordingly
  • Ensures that front desk handles billing and cash in accordance with Hotel’s standards
  • Plans and coordinates smooth arrival/ departures for groups by working closely with Sales, Catering, Housekeeping and other departments
  • Ensures seamless transition during shift changes by developing and implementing processes for shifts to communicate with one another
  • Set the example for creating 100% guest satisfaction by focusing on the hotel’s guiding principle Gracious Hospitality
  • Communicates well to staff and front office manager
  • Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
  • Listens & apologizes with empathy, finds a solution and follows through when resolving guest issues shows judgement in resolving guest issues and compensation in accordance with hotels service recovery guidelines
  • Provides employees with the information needed to perform their job effectively
  • Orients employees to the department and hotel and provides on-the ; job training on job responsibilities
  • Provides feedback coaching and counseling to the employee and department manager on the employee's performance.
  • Foster strong interdepartmental relationships with Housekeeping reservations and Maintenance
  • Performs other duties as required to provide genuine hospitality


About This Employer

The Eden Resort & Suites

222 Eden Road
Lancaster, PA 17601

(717) 569-6444

299 Room Resort

Welcome to the Eden Resort & Suites

Our hotel showcases 300 contemporary appointed guest rooms and suites nestled in the heart of Lancaster County, Pennsylvania. Centrally located to Amish attractions, outlet shopping and Dutch Wonderland, our resort boasts two award-winning restaurants (Garfields & Arthurs) and a relaxing cocktail lounge. Outdoor and heated indoor pools, fitness center and much more at the Eden Resort make us one of the top Award Winning Lancaster PA hotels. 

The mission of the Eden Resort and Suites is to consistently provide exceptional experiences for our guests through a motivated team of friendly and well-trained employees, ensuring a competitive edge in our market resulting in financial success.
Treating others with Respect and Dignity
Honesty, Integrity and Trust
Being Responsible, Reliable and Accountable
Positive, Friendly, Caring Attitude
Our Guiding Principle
We are the Masters of Gracious Hospitality always creating positive memorable Experiences for our guests