Assistant Front Office Manager

Benefits

401(k) matching

Bonus based on performance

Dental insurance

Health insurance

Opportunity for advancement

Vision insurance

Position Title:

Assistant Front Office Manager

Department:
Front Office

Reports to:

Front Office Manager;
Hotel Manager

Status:
Salaried Exempt

Compensation: $45, per year

Supervise front desk staff to ensure adherence to hotel policies, procedures, regulations and standards, while striving towards total guest satisfaction. Ensure front desk operations run professionally at all times. Perform front desk clerk and cashier responsibilities when assigned and assume desk manager responsibilities when needed. Train front desk clerks daily, conduct stand‑up meetings and 15‑minute training sessions. Assist the front office manager to ensure a correctly functioning and smoothly operating department.

Responsible for the efficient and professional running of the front desk, including relationships with other departments.

Ensure smooth check‑in and check‑out of all guests, properly handling guest accounts.

Deal with any guest requests and problems and satisfy their needs within acceptable guidelines.

Be prepared to perform all front desk functions, including switchboard, business center and guest relations.

Lead by example: provide gracious hospitality toward all customers.

Be highly familiar with and adhere to all policies, procedures and standards.

Assist all associates with questions and problems that might occur.

During peak hours, be at the front desk to ensure efficient service for all customers.

Create a productive and positive atmosphere at the desk; foster good relationships with all associates and other departments.

Employ TQM tools and guidelines, empowering associates to provide outstanding service.

Seek and solve problems proactively.

Ensure that the work area is always clean, neat and organized.

Plan and conduct monthly meetings.

Audit desk work for accuracy and consistency; coach and counsel staff as appropriate.

Maintain and replenish supplies.

Bank cash drawers at the end of each shift following the blind‑drop procedure.

Be prepared to work the night shift when required.

Check opening house count and collaborate with the reservations manager and front office manager to establish rates for the day.

Review discrepant rooms regularly.

Keep the VM log.

Identify, recognize and pre‑block Elite Rewards and repeat guests; provide special treatment during stay.

Determine weekly schedule, adjusting according to business demands.

Review credit reports and take appropriate action to resolve all problems.

Ensure that O‑status and H‑status balances are properly managed.

Complete work or special projects as assigned and meet due dates.

Collaborate with staff, training and retraining on hospitality skills, technical skills and communication skills.

Know how to hire, train and develop staff.

Maintain proper uniform, name tag, and appearance in accordance with hotel standards.

Check the information board, daily event sheet, and stay current on daily operations.

Consult supervisor for additional information.

Understand sales strategy, packages, promotions, discounts, and their interdepartmental relationships.

Develop thorough knowledge of hotel products, room types, amenities and services.

Know frequent guests, their special requests and needs.

Be familiar with cultural differences to meet diverse customer needs.

Possess PMS and MARSHAL skills.

Work within budget constraints; monitor staffing levels and control costs.

Apply etiquette and protocol knowledge.

Follow all emergency plans and act accordingly.

Use PMS password with discretion; log off terminals when not in use and ensure associates do the same.

Maintain knowledge of the city and surrounding environment.

Report any unusual occurrences immediately to the front office manager.

Understand TQM principles and empowerment.

Consistently represent Marriott/ARLLC professionally and courteously.

Ability to communicate verbally with guests and coworkers.

Accept prolonged periods of standing and/or walking.

Visually inspect work areas and hotel spaces.

Lift up to 30 pounds.

Hold a valid driver’s license with a clean MVR.

Knowledge of English and the local language.

Professional, courteous public interaction.

Effective communication with all managers, supervisors and fellow associates.

Professional conflict resolution skills.

Maintain grooming and adhere to hotel dress code.

Adhere to safety policies and report accidents immediately. Support all safety programs and exercise caution on slippery floors. Provide proper safety instructions before operating equipment.

ARLLC, operating as Augusta Marriott at the Convention Center, functions seven days a week, twenty‑four hours a day. Employees may be reassigned to different shifts based on business demands. Some weeks may involve fewer than forty hours; others may exceed forty hours per week.