Assistant Front Office Manager

Job Description

This role plays a crucial role in ensuring exceptional guest experiences and smooth front office operations. We are seeking an enthusiastic and detail-oriented Front Office Assistant Manager to join our team in Boston, United States.

The Assistant Front Office Manager’s is a key member of our team with the primary function to manage the daily operations of the front office. They are a supervisor to all Front Office personnel, assists with guest complaints, and represents Management in the front office.

The Assistant Front Office Manager is responsible for the running of the daily operation of their shift, by providing support to the front desk staff and assisting in any guest challenges that may occur. Additionally, this role performs projects, reporting and daily operational initiatives on an as needed basis.

• Approach all encounters with guests and employees in a friendly, service-oriented manner.
• Maintain regular attendance in compliance with Fairmont Standards, as required by scheduling which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, outlined by Fairmont Hotel’s and Resorts grooming policy
• Comply at all times with Fairmont standards and regulations to encourage safe and efficient hotel operations.
• Assist Guest Service Agents (GSAs) with check in and checkouts, confirming all standard operating procedures are followed properly.
• Supervise front desk agent with daily duties.
• Train new employees, help to develop and implement training programs
• Verify and adjust payroll for hourly staff
• Conduct interviews of potential candidates for GSA positions
• Coach and counsel GSAs, Operators and Bell staff on performance, communication and standards
• Maintain performance log for GSAs and perform disciplinary action as necessary.
• Authorize and sign adjustments and paid outs over the limit.
• Responsible for bank and maintaining it at the correct amount.
• Be up to date on all guest services, promotions, and events in the hotel.
• Handle guest complaints, react quickly, logging and notifying proper areas to service guests
• Coordinate timely availability of guestrooms with Housekeeping for check-in
• Oversee Bell and Door staff
• Confirm all daily duties are completed by Front Desk Agents, Operators, and Bell staff
• Must be able to perform all Front Desk duties.
• Brief staff daily on events of the day
• Assure entire staff is updated with new policies and procedures.
• Work with Front Desk staff to maintain and improve guest service scores
• Maintain a presence at hotel meetings and committees, as required
• Responsible for ongoing special projects and duties within the Front Office
• Log all absenteeism and employee lateness
• Oversee key inventory
• Complete special projects in a timely manner as required by FOM or GM
• Block rooms for special groups
• Other duties as required.

• 1+ year of progressive Front Office supervisory experience in a hotel
• 2 or 4 year college degree preferred
• Experience in Front desk or customer service in a Hotel environment

• Proficiency in hotel PMS systems (Opera knowledge a plus)
• Strong communication and problem-solving skills
• Ability to work well under pressure and maintain composure
• Capable of handling financial information and data

• Able to stand for extended periods
• Capable of light work, including lifting up to 20 pounds occasionally

• Flexibility to work long hours as required
• Proficient in using office equipment and software

Salary Range: 72,000. USD plus bonus