Job Description: Assistant Front Office Manager

Location: DoubleTree by Hilton Portland, Oregon
Department: Front Office
Reports To: Front Office Manager

Job Overview:

The Assistant Front Office Manager at the DoubleTree by Hilton in Portland, Oregon, will assist in managing the daily operations of the front office, ensuring exceptional guest service and satisfaction. The role involves supervising front desk staff, handling guest complaints, coordinating with other departments, and supporting the Front Office Manager in implementing policies and procedures.

Key Responsibilities:

• Guest Services:
  • Ensure that all guests receive prompt, professional, and courteous service.
  • Handle guest complaints and issues with a focus on immediate resolution and guest satisfaction.
  • Assist in maintaining high standards of guest service and hospitality.
• Staff Management:
  • Supervise and train front desk agents, bell staff, and other front office personnel.
  • Schedule staff shifts and manage payroll in coordination with the Front Office Manager.
  • Conduct performance evaluations and provide feedback to staff.
• Operations:
  • Oversee the daily operations of the front office to ensure smooth and efficient service.
  • Manage reservations, room assignments, and check-in/check-out procedures.
  • Ensure compliance with all hotel policies, procedures, and standards.
• Coordination:
  • Coordinate with housekeeping, maintenance, and other departments to ensure guest rooms are ready and issues are promptly addressed.
  • Communicate effectively with the Front Office Manager and other department heads regarding guest needs and operational challenges.
• Financial Management:
  • Assist in managing the front office budget, including cost control and revenue maximization.
  • Handle cash, credit card transactions, and billing processes accurately and securely.
• Reporting:
  • Prepare and present regular reports on front office operations and guest feedback.
  • Maintain records of guest stays, transactions, and activities for future reference.

Qualifications:

• Education and Experience:
  • Bachelor's degree in hospitality management or related field preferred- depending on experience, can replace degree.
  • Minimum of 2 years of experience in a front office or guest service role, preferably in a supervisory capacity.
  • Experience with hotel management software (e.g., OnQ, Opera) is a plus.
• Skills:
  • Excellent communication and interpersonal skills.
  • Strong leadership and team management abilities.
  • Problem-solving skills and ability to handle stressful situations.
  • Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Attributes:
  • Customer-focused with a positive and professional demeanor.
  • Detail-oriented with strong organizational skills.
  • Ability to work flexible hours, including nights, weekends, and holidays.

Benefits:

• Competitive salary and benefits package.
• Opportunities for professional development and career advancement.
• Employee discounts on hotel stays and services.
• Free meals
• Free parking