Assistant Front Office Manager

Summary

The Assistant Front Office Manager is responsible for giving direction to the entire Front Office, Reservations, Bell Services, Concierge, and Guest Services departments ensuring all quality standards are in compliance and that policies and procedures are consistently applied. This position manages the day to day operation of the Front Office, including, but not limited to running full shifts, managing the room inventory and the flow of arrivals and departures.

This role is responsible for responding to guest requests and complaints and ensuring problem resolution that satisfies the guest.

• Supervises Front Office Team Members, ensuring adherence to hotel's policies and standards.
• Manages and develops Front Desk Agents and Supervisors
• Assist Front Office Team with their job functions to ensure optimum service to guest
• To welcome and register all arriving guests, making sure that all pertinent information is obtained
• Efficiently conduct check in and check out procedures
• Healthy communication with Housekeeping and Engineering departments and ensure that guest's expectations are met. All maintenance issues properly logged and followed up on
• Respond to all guests' requests or in a proper manner and ensure appropriate action is taken
• Meet requests regarding guest billing
• Handle cash transactions in accordance with the property's cash handling policy
• Maintains current knowledge of hotel culture, amenities, and services, events in the area, points of interest, and services in the area
• Answer the telephone in a professional manner and assist guests with any questions, directions, etc.
• Manage and resolve all guest complaints and compliments in a professional and courteous manner
• Communicate with all departments regarding in house VIPs and any special requests/needs
• Serve as a leader in displaying outstanding hospitality skills
• All other tasks and duties as assigned

• At least one year experience in a role as supervisor
• Hotel experience required