Assistant Front Office Manager

Summary

AKA Hotels+Hotel Residences offers the world’s most livable hotels, blending sophisticated design with a sense of home. We pride ourselves on providing prime locations, thoughtful amenities, and warm service that transforms the way our guests travel, whether for days, weeks, or months.

As an Assistant Front Office Manager at AKA Hotels+Hotel Residences, you will play a vital role in ensuring our guests receive exceptional service and support during their stay. Located in a prime area, this position is crucial to maintaining our commitment to creating a welcoming and comfortable environment for all residents.

• Regularly scheduled for two overnight manager shifts on Fridays and Saturdays, and three PM manager shifts on Tuesdays, Wednesdays, and Thursdays.
• Schedule is subject to change based on hotel operational needs and may include flexibility to cover other shifts as needed.

• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, actively listen and respond to guest requests, and provide accurate information such as outlet hours, amenities, and local attractions.
• Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service agents in the details of their work, observe performance, and encourage continuous improvement.
• Promptly and accurately complete the registration process by inputting and retrieving guest information from the property management system, confirming details such as the number of guests and applicable room rates.
• Verify and authorize credit cards using electronic systems. Handle cash transactions, provide accurate change, and balance an assigned house bank. Accept and record alternative forms of payment, such as vouchers and traveller’s checks. Accurately post charges to guest rooms and house accounts using the hotel’s computer system.
• Run and facilitate necessary reports for the department.
• Answer telephone calls promptly and professionally. Input guest messages into the system, retrieve messages, and ensure timely communication to the appropriate guests. Collect and distribute guest mail, packages, and faxes upon request.
• Remain calm, composed, and alert during emergencies and periods of high activity, serving as a role model to front office associates. Investigate and resolve guest complaints by evaluating all information and determining the most effective resolution, exercising sound judgment and flexibility as needed.
• Comply with hotel attendance policies and be available to work consistently and reliably.
• Perform additional duties as assigned to support the front office and overall hotel operations.

• 401(k)
• Health insurance
• Paid time off
• Referral program
• Vision insurance

• Proven experience in hospitality or hotel management roles.
• Strong customer service skills with a focus on guest relations.
• Bilingual or multilingual abilities are preferred but not required.
• Excellent communication skills, both verbal and written.
• Familiarity with phone systems and etiquette in a hospitality setting is beneficial.
• Familiarity with Opera system preferred.

If you are passionate about hospitality and ready to make a difference in our guests' experiences, we invite you to apply today and join the AKA family!