Assistant Mgr Front Office (193502)

DUTIES AND RESPONSIBILITIES:
• Assist in managing the day-to-day activities of the Front Office staff. Schedule employees to
ensure proper coverage.
• Recommend and/or initiate salary, disciplinary, or other staffing/human resources -related actions
in accordance with Company rules and policies. Alert management of potentially serious issues.
• Ensure all staff is properly trained on systems, security and cash handling procedures, and
service standards and have the tools and equipment needed to effectively carry out their job
functions.
• Ensure guests receive prompt, professional attention and personal recognition. Ensure
guests are greeted upon arrival. Respond appropriately to guest complaints. Implement
appropriate service recovery gestures in order to ensure total guest satisfaction.
• Schedule and regularly conduct routine inspections of the front office and public areas to
ensure the appearance of such areas reflects highly on the hotel, brand, and Company.
Assist in creating and implementing action plans to correct deficiencies.
• Assist in monitoring and controlling labor costs and expenses, and achieving revenue and
profitability goals.
• Assist in maintaining procedures for security of monies, credit and financial transactions,
and guest security. Check billing instructions and guest credit for compliance with hotel
credit policy
• Train appropriate staff on procedures for PBX to serve as a central communications point
during emergency/crisis situations.
• Promote teamwork and quality service through daily communication and coordination with
other departments. Key departmental contacts include Accounting, Revenue Management,
Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.
• Interact with outside contacts:
o Guests – to ensure their total satisfaction
o Regulatory agencies – regarding safety and emergency matters
o other contacts as needed (professional organizations, community groups, local
media)

• May serve as “manager on duty” as required.
• Perform other duties as assigned including assisting staff with their job functions during
peak periods.

ACCOUNTABILITY:
This job is the second in command in Front Office operations in a large full -service, luxury, resort, or major
flagship hotel with an extensive range of facilities and services. Typically supervises front desk agents,
and/or bell-persons, doorpersons, reservationists, concierge representatives, PBX, etc.

QUALIFICATIONS AND REQUIREMENTS:
Bachelor’s degree in Hotel Management, Business Administration or related field plus two
years front office/guest services experience including supervisory experience, or an equivalent
combination of education and experience. Must speak fluent English. Other languages
preferred.
This job requires ability to perform the following:
• Frequently standing up behind the desk and front office areas
• Carrying or lifting items weighing up to 50 pounds
• Handling various objects
• Use a keyboard to operate various property management and reservations systems, etc.
Other:
• Communication skills are utilized a significant amount of time when interacting with others;
demonstrated ability to interact with guests, employees and third parties that reflects highly on the
hotel, the brand and the Company.
• Reading and writing abilities are utilized often when completing paperwork and management
reports, interpreting results, giving and receiving instructions, and training
• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and
variances are utilized frequently.
• Problem solving, reasoning, motivating, organizational and training abilities are used often.
• May be required to work nights, weekends, and/or holidays.

 

The hourly pay range for this role is $26.00 to $28.00
We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and many other benefits to eligible employees.