Front Desk Manager

Overview

The Assistant to the Front Office Manager supports the daily operations of the front desk, ensuring seamless guest experiences, efficient staff performance, and adherence to Aloft brand standards. This role requires strong leadership, problem-solving skills, and a proactive approach to maintaining smooth hotel operations, especially during high-demand periods.

Why join our team?

It takes a balance of innovators, relationship builders, and risk-takers to showcase Aloft Lake Nona. There’s no one like you, and the individuality of our team members is central to our success. We value integrity and seek service-minded individuals who are passionate about delivering greatness. Sound like you? Join us and enjoy the benefits of being on our team.

• Benefits: Full-time employees are eligible for medical, dental, vision, 401k (with a company match!) benefits, and more.
• Perks: Enjoy complimentary parking and food & beverage discounts!
• A Balanced Life: Full-time team members are eligible for paid time off and holiday pay in their first year.
• Travel is good for the soul: Experience destinations around the country with team member hotel discounts.
• Growth: Opportunities for internal career growth and expansion.

Responsibilities

• Guest Experience & Operations
  • Assist in overseeing front desk operations, ensuring guests receive a vibrant, personalized experience aligned with Aloft’s brand
  • Support front desk agents in handling guest requests, complaints, and special accommodations.
  • Resolve escalated guest issues efficiently, providing solutions that enhance guest satisfaction.
  • Monitor room inventory and availability, assisting in decisions related to upgrades, walk-ins, and overbookings.
• Team Leadership & Training:
  • Act as a mentor for front desk associates, providing coaching and support in alignment with CoralTree’s service standards.
  • Help manage scheduling and shift coverage, ensuring optimal front desk staffing levels.
  • Training new hires, reinforcing brand standards, guest service techniques, and operational procedures.
  • Provide guidance to team members with specific performance challenges, including decision making, efficiency, and professionalism.
• Administrative Support:
  • Support Front Office Manager in preparing reports, tracking key performance metrics, and ensuring front desk compliance with company policies.
  • Promote and successfully track departmental and organizational initiatives, such as incentive programs and Sense the Connection.
  • Ensure front desk staff maintain accurate records for payment processing, room charges, and upgrades with tax calculations.
  • Help oversee and maintain the integrity of financial transactions at the front desk, including guest payments and shift checkouts.
• Brand Engagement & Staff Morale:
  • Collaborate with the Front Office Manager on initiatives to celebrate and recognize staff, including organizing employee appreciation events.
  • Encourage a positive work environment, supporting hotel-wide efforts to enhance team engagement and morale.
  • Assist with maintaining the front desk’s alignment with Aloft’s vibrant, music-driven atmosphere, including guest interactions and lobby ambiance.

Qualifications

• High school diploma or equivalent (required); bachelor’s degree in Hospitality Management or a related field (preferred)
• Previous experience in front desk operations or guest services, with some supervisory experience (preferred)
• Excellent customer service and communication skills
• Strong problem-solving skills and ability to handle guest issues effectively
• Proficient in hotel management systems, property management systems, and relevant software
• Detail-oriented with strong organizational and multitasking skills
• Ability to work under pressure and adapt to changing situations
• Proficient in hotel management systems, property management systems, and relevant software
• Proficient in Microsoft Office and hotel & restaurant software(s)
• Must have a flexible work schedule

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