Assistant Front Office Manager

Job Description

Assist the Front Office Manager in overseeing front office functions and supervising staff across Bell/Door Staff, Switchboard, and Guest Services/Front Desk. Ensure smooth check-in and check-out processes, guest and employee satisfaction, and contribute to maximizing the financial performance of the department. Candidate Profile: Education and Experience: High school diploma or GED with 2 years of experience in guest services, front desk, or related professional area, OR Associate's degree (2-year) in Hotel and Restaurant Management, Hospitality, Business Administration, or related field; no work experience required. Core Work Activities: Supporting Management of Front Desk Team: Utilize interpersonal and communication skills to lead, influence, and encourage team members. Advocate sound financial and business decision-making with honesty and integrity; lead by example. Build mutual trust, respect, and cooperation among team members. Supervise and manage front office employees and daily operations. Understand employee roles sufficiently to perform duties in their absence. Ensure employee recognition is actively practiced on all shifts. Maintain open, collaborative relationships with employees. Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals: Manage day-to-day operations ensuring quality service meets customer expectations. Develop goals and plans to prioritize, organize, and accomplish work efficiently. Handle complaints, resolve disputes and conflicts, and negotiate effectively. Continuously strive to improve service performance. Collaborate with the Front Office Manager on departmental improvements. Communicate clear, consistent messages regarding front office goals to produce desired results. Participate in corrective action planning based on guest satisfaction feedback. Emphasize guest satisfaction and continuous improvement during department meetings. Ensuring Exceptional Customer Service: Deliver services that exceed customer satisfaction and retention expectations. Guide and coach employees to understand and meet guest needs. Serve as a role model by demonstrating appropriate behaviors and hospitality skills. Set a positive example for guest relations and empower employees to deliver excellent customer service. Regularly interact with guests to collect feedback on product quality and service. Provide constructive feedback to employees based on service observations. Effectively handle guest problems and complaints. Managing Projects and Policies: Implement the customer recognition/service program and ensure staff adherence. Ensure compliance with all front office policies, standards, and procedures. Monitor adherence to credit policies and procedures to minimize bad debts and rebates. Additional Responsibilities: Communicate information to supervisors and co-workers via telephone, written communication, email, or in person. Analyze information and evaluate results to determine optimal solutions and resolve problems. Keep executives, peers, and subordinates informed with timely updates. Act as Front Office Manager during their absence. Communicate critical information from pre- and post-convention meetings to front office staff. Participate actively in department meetings.