Front Desk Assistant Manager

SUMMARY

It is the primary responsibility of the Assistant Front Desk Manager to support Hotel Operations in the overall day-to-day functions of the Front Desk with a secondary focus on Group and VIP bookings. They will work closely with the other Assistant Front Desk Manager and Front Desk Manager to ensure that the Front Desk runs optimally and efficiently, achieving all objectives including culture, staffing, training, coaching and development.

• Maintain current knowledge of all hotel services/features and local attractions to respond to guest inquiries.
• Monitor staff behavior, direct breaks and job functions to expedite check‑in/out, and guide staff in proper guest interaction.
• Assist guests with booking/housing needs for assigned groups, in adherence to established policies and procedures, and assist other areas within the department as needed.
• Balance inventory, build and maintain protected blocks, and process all out‑of‑order reservations.
• Place all needed purchase orders, receive orders and close POs as required.
• Process payroll, update Unifocus, process PTO requests and publish schedules as needed.
• Assist in management and agent training as required.
• Oversee corridor operations when no other management is available.
• Maintain all team‑member files, reviews and coaching.
• Step into any supervisory area when busy or short‑staffed.
• Monitor room rate and occupancy daily to maximize room revenue.
• Display a proactive and leading role in service, culture, development, team image, systems, procedures and skill development.
• Identify VIPs for sales, entertainment and executive groups, ensure transportation, rooms and amenities are set and accurate, and follow up with departments accordingly.
• Act as key liaison between Sales/Convention Service Managers, group contacts, meeting planners and the Front Desk.
• Assist guests in booking ad‑hoc (social/leisure) room blocks, including rooms, dining, spa and ticketing opportunities.
• Provide personalized assistance at check‑in, accommodate group check‑in dates and housing needs, and pre‑check and inspect all VIP arrival rooms and amenities.
• Accommodate, prepare and distribute all special reporting/tracking requests for group contacts, meeting planners and management.
• Maintain a sense of ownership and notify the Front Desk Manager or Director of any potential issues related to inventory, rate, occupancy or special requests.
• Work closely with Entertainment/management to ensure all event bookings are accommodated per contractual obligations and established guidelines/procedures.
• Maintain timely communication, both written and verbal, between group contacts, clients, sales managers and supervisors/management, providing expedited guest resolution within scope of authority.
• Attend pre‑conferences, pre‑planning and post‑conference meetings with clients and staff when requested.
• Prepare estimated charges for groups, collect payment and settle account upon departure.
• Monitor group codes and hanging balances to ensure hotel and clients are satisfied and balances are paid.
• Perform any other duties as assigned within the scope of this position.

• Proficient in Microsoft Office products:
  Word, PowerPoint, Outlook and Excel.
• Preferred knowledge of hotel‑based systems – AS400, Passkey and Delphi.
• Strong reading, writing, math and task completion skills.
• Skilled in clerical tasks, compiling, analyzing, supervising, instructing, following instructions, memorization, problem solving, independent judgment and decision making.
• Flexible to work all shifts including holidays, nights and weekends as business needs dictate.
• Must be at least 21 years of age.

• Minimum 3 years’ hotel management experience is required, or any combination of education, training or experience that provides the required knowledge, skills and abilities.

• Must obtain and maintain an Alcohol Awareness Card.

• Requires constant sitting and occasional standing, walking and reaching overhead throughout the shift.
• Requires repetitive use of both hands.
• Requires consistent use of vision, including distance, depth perception, field of vision and color vision.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

• Work performed indoors, alone and frequently with and around others. Includes face‑to‑face interaction and extended shifts around computer equipment.
• Noise level is usually moderate.
• May be exposed to secondhand smoke.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.