Assistant Front Office Manager

About the role

Assists the Hotel Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. The position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process, while ensuring guest and employee satisfaction and maximizing the financial performance of the department.

Key responsibilities

• Supervises and manages employees, understanding employee positions well enough to perform duties in employees' absence
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others
• Develops specific goals and plans to prioritize, organize, and accomplish work
• Ensures employee recognition is taking place on all shifts
• Implements the customer recognition/service program, communicating and ensuring the process
• Ensures compliance with all Front Office policies, standards and procedures
• Monitors adherence to all credit policies and procedures to reduce bad debts and rebates
• Participates in department meetings and communicates critical information from pre- and post-convention meetings to the Front Office staff

About you

• Encourages and builds mutual trust, respect, and cooperation among team members
• Establishes and maintains open, collaborative relationships with employees
• Provides services that are above and beyond for customer satisfaction and retention
• Displays outstanding hospitality skills
• Empowers employees to provide excellent customer service
• Serves as a role model to demonstrate appropriate behaviors and sets a positive example for guest relations
• Interacts with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction
• Analyzes information and evaluating results to choose the best solution and solve problems