Assistant Front Office Manager

Job Overview

Respond in a professional and courteous manner to arriving, departing and in‑house guests by providing accurate and timely information and services. Respond to inquiries regarding hotel information and guest concerns. Supervise the daily operations of the Guest Services personnel; promote a safe environment and quality services to achieve maximum guest satisfaction and financial success.

• Greets and completes established check‑in procedures for arriving guests on a daily basis, using both manual and computerized methods, to ensure guests are satisfied and in rooms as requested.
• Facilitates guest departure (check‑out) by following established manual and computer procedures to close guest accounts and ensure guest satisfaction.
• Ensures the front desk team calculates and/or posts monies, receipts, guest accounts and other credit using accurate cash handling methods and established procedures to present timely and precise charges and maintain accurate records.
• Courteously answers inquiries and accepts reservations, accurately communicating rates and information and using suggestive selling techniques to sell room rates, increase occupancy and revenue.
• Maintains good guest relations by staying informed about all in‑house and area functions to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
• Operates PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake‑ups to provide guests with timely and efficient service.
• Controls cash transactions at the front desk and maintains responsibility for the personal bank as specified by the hotel bank agreement policy.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Performs other duties as assigned, requested or deemed necessary by management.
• Assists and makes recommendations to the Assistant General Manager in the areas of performance evaluations, discipline and terminations as appropriate.
• Coordinates guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience through top‑quality customer service.
• Coordinates and supervises activity with valet service, taxi services, and the Airport Connection to provide maximum quality service.
• Provides information and assists staff in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction.
• Greet guests, offer assistance with check‑in/check‑out, deliver laundry and store luggage.
• Provides guest transportation as required by the hotel’s standard operating procedures.
• Orders all supplies and maintains inventory control, minimizing unnecessary expenses.
• Follows up on any complaints or problems a guest may experience promptly and professionally to ensure a quality guest experience.
• Implements emergency training and procedures to ensure appropriate protection of the hotel’s guests, staff and company assets.
• Provides the weekly schedule for all Front Office Associates, posted by 3 pm on Friday.
• Is responsible for covering/finding replacements for call‑offs.
• Ensures proper communication to subordinates on all hotel activities so that guest needs are met in a timely fashion.
• Ensures all new hires are aware of all aspects of the hotel.
• Ensures all associates are properly trained on Fosse and other systems/procedures that will help them provide quality service. Makes sure all Front Desk Associates are SSM trained.
• Provides motivation to the department.
• Ensures all Front Office Associate duties are completed daily (checklists, call‑back log, guest request log, wake‑up log, etc.).
• Assists other employees and departments to contribute to the best overall performance of the department and hotel.
• Ensures the front desk is represented at each Safety Committee Meeting.
• Participates in the Hotel MOD program.

High School diploma or equivalent

Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work.

• Total understanding of all hotel front office procedures.
• Working knowledge…