The Front Office Assistant Manager assists the Front Office Manager in overseeing daily front office operations and supervising staff. This includes Bell/Door Staff, Switchboard, and Guest Services/Front Desk. The role directs and works closely with managers and employees to ensure smooth execution of procedures, guaranteeing an efficient check-in and check-out process. The Assistant Manager plays a pivotal role in ensuring both guest and employee satisfaction while optimizing the department's financial performance.

Education and Experience

• High school diploma or GED; 2 years of experience in guest services, front desk, or a related professional field.

OR

• A 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related field; no prior work experience required.

CORE WORK ACTIVITIES

Maintaining Guest Services and Front Desk Goals

• Oversee daily operations to ensure high standards of quality, consistency, and customer satisfaction.

• Develop and prioritize specific goals and plans to stay organized and accomplish tasks effectively.

• Resolve guest complaints and disputes, ensuring swift and effective solutions to any grievances or conflicts.

• Supervise staffing levels to meet guest service expectations, operational requirements, and financial targets.

• Foster regular communication with employees to align on business goals, set clear expectations, and recognize outstanding performance.

• Understand the impact of front desk operations on overall financial goals and actively work to achieve or exceed set objectives.

Supporting Management of Front Desk Team

• Lead, influence, and motivate the team through strong interpersonal and communication skills; advocate for sound financial and business decisions; lead by example with honesty and integrity.

• Encourage trust, respect, and cooperation among team members to promote a positive working environment.

• Act as a role model to demonstrate appropriate professional behaviors.

• Supervise employees and manage daily operations; possess the necessary skills to perform duties in employees’ absence.

• Establish and maintain open, collaborative relationships with employees to foster team spirit and mutual support.

• Supervise Front Office operations in the absence of the Front Office or Assistant Front Office Manager.

Ensuring Exceptional Customer Service

• Deliver exceptional customer service, exceeding guest expectations and promoting retention.

• Improve service quality by understanding guest needs, providing constructive feedback, and offering individual coaching when required.

• Effectively handle guest issues, complaints, and requests, ensuring timely resolution.

• Set a positive example in guest relations, emphasizing professionalism and service excellence.

• Empower employees to consistently deliver outstanding customer service.

• Regularly observe service behaviors and provide feedback to ensure continuous improvement.

• Actively seek guest feedback to assess satisfaction levels and service quality.

• Ensure all employees are aligned with the customer service standards and expectations.

Managing Projects and Policies

• Implement and monitor customer recognition/service programs to enhance the guest experience.

• Train staff and ensure adherence to credit policies and procedures to minimize bad debts and rebates.

• Oversee same-day selling strategies to maximize room revenue and control occupancy rates.

• Supervise daily Front Desk operations, ensuring compliance with all policies, standards, and procedures.

• Enforce property policies fairly and consistently, ensuring all disciplinary actions and documentation are in line with SOPs and LSOPs.

Supporting Human Resource Activities

• Support the development of staff through coaching, mentoring, and skill enhancement opportunities.

• Maintain an open-door policy, actively seek employee feedback, and address concerns to improve job satisfaction.

• Raise employee satisfaction issues to the attention of management and HR for timely resolution.

• Assist with recruiting and hiring team members with the necessary skills and experience.

• Contribute to the departmental orientation program to ensure new hires are properly trained for success.

• Participate in employee progressive discipline procedures as required.

Additional Responsibilities

• Communicate effectively with supervisors, colleagues, and subordinates through phone, email, or in-person discussions.

• Analyze data and assess outcomes to find optimal solutions for any challenges.

• Keep executives, peers, and subordinates informed with relevant updates in a timely manner.

• Perform all essential duties at the Front Desk, stepping in whenever necessary.

• Manage Front Desk shifts as needed to ensure smooth operations.

• Actively participate in departmental meetings and communicate clear, consistent messages to the team about Front Desk goals and objectives.