Assistant Manager, Front Office

JOB SUMMARY 

As an Assistant Front Office Manager, you will work alongside the Front Office leadership team to oversee the day-to-day operation for the Front Desk, PBX, Concierge and Uniform department. You will use your excellent guest service and communication skills to handle guest inquiries and complaints while ensuring the consistent delivery of high-quality service to every individual. You, along with the other Front Office leaders, will work in conjunction with the various departments to ensure that the entire operation is working together with maximum efficiency. Your previous experience in hotel operations as well as knowledge and skills from previous leadership positions will help you as you seamlessly move guests in and out of the hotel and provide exceptional service throughout their stay.  

JOB FAMILY CORE WORK ACTIVITIES

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• Welcome and acknowledge guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation. 
• Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
• Speak using clear and professional English; answer telephones using appropriate etiquette. 
• Interact positively with guests and take action to resolve problems to maintain a high level of guest satisfaction and quality.
• Ensure compliance of front office, guest service and PBX standard operating procedures and policies. 
• Ensure all Front Office Quality Standards are complied with and are consistently applied.
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
• Monitor and maintain the front office systems and equipment to ensure their optimum performance.
• Respond to guest satisfaction surveys and resolve concerns within a timely manner.
• Resolve guest complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of guest satisfaction and quality.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
• Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees. 
• Comply with quality assurance standards. 
• Follow company and department policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; wear nametag; maintain confidentiality of proprietary information; protect company assets. 
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Stand, sit, or walk for an extended period of time.
• Have access to reliable transportation and follow attendance policy

JOB SPECIFIC TASKS

• Respond to any reasonable task assigned by the Front Office Manager.
• Responsible for all new hire training (ensuring they are on track to finish within the 10-day training period)
• Assist in other areas of the operation as needed.
• Develop and maintain ongoing education programs.
• Notify Loss Prevention/Security of any reports of theft.
• All other duties as assigned.