Assistant Front Office Manager

Description

The Assistant Front Office Manager plays a key leadership role in ensuring the delivery of exceptional guest service and operational excellence across the front office, reservations, guest registration, bell services, telephone operations, and guest accounting. This position supports overall hotel profitability and guest satisfaction by maintaining high operational standards, optimizing staffing, and fostering a culture of service excellence.

Division Double Tree Raleigh

The Assistant Front Office Manager plays a key leadership role in ensuring the delivery of exceptional guest service and operational excellence across the front office, reservations, guest registration, bell services, telephone operations, and guest accounting. This position supports overall hotel profitability and guest satisfaction by maintaining high operational standards, optimizing staffing, and fostering a culture of service excellence.

• Lead and supervise the Front Desk and related guest service departments, including hiring, training, evaluating, and developing team members.
• Manage departmental scheduling and payroll in alignment with labor standards and forecasted occupancy.
• Ensure adherence to guest service quality standards and actively resolve guest concerns to maintain strong satisfaction scores.
• Drive profitability by aligning financial and operational strategies with hotel objectives and participating in annual budgeting processes.
• Oversee reservations and room management to maximize occupancy and average daily rate through effective selling techniques.
• Maintain and enforce procedures for credit control, financial transaction handling, and guest security.
• Support cross-departmental collaboration to enhance guest experience and overall hotel performance.
• Other duties as assigned.

• Strong leadership and team development capabilities.
• Excellent problem-solving and decision-making skills in a fast-paced environment.
• Deep understanding of front office operations, systems, and financial processes.
• Commitment to guest satisfaction and continuous improvement.
• Effective communication, organization, and time-management abilities.

• Minimum 2 years of experience in front desk operations, including at least 1 year of night audit or supervisory experience.
• Proven track record in leading guest service teams and managing departmental performance metrics.
• Experience in budgeting, forecasting, and labor management preferred.

• Bachelor's degree in Management, Hotel Administration, Business, or a related field.
• Equivalent combinations of education and relevant experience will be considered.

• Medical, dental, and vision (HSA available)
• Company-paid disability & life insurance
• Employee Assistance Program
• Supplemental benefits
• 401(k) with match
• Employee discounts
• Paid vacation & sick time

Successful completion of a background check is required prior to employment.

EOE Statement HM Alpha Hotels & Resorts is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. We are committed to providing an environment of mutual respect, the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex (including pregnancy and gender identity), national origin, age (40 or older) disability, genetic information, family or parental status, military service, or any other status protected by the laws or regulations in the locations where we operate.

HM Alpha Hotels & Resorts will not tolerate discrimination or harassment based on any of these characteristics.