Assistant Front Office Manager

Job Summary

Often the first and last contact for our guests, the Assistant Front Office Manager is a critical link to guest satisfaction. Responsibilities include supervising staff, welcoming guests, processing registration and check-out, anticipating guest needs and meeting or exceeding those needs, responding to and resolving guest inquires and complaints, coordinating with other departments to ensure guests feel well-cared for and valued. This person should be very comfortable interacting with guests and potential clients in a highly professional manner.

Job Duties

• Monitors and responds to all forms of customer feedback, including guests' requests and complaints, in a timely and professional manner to ensure the appropriate action is taken. Follows up to ensure guest satisfaction.
• Assists at the front desk by checking guests in / out of the hotel, accepting payments, and answering questions.
• Monitors and controls all pre-arrival and post-stay communications.
• Assists in managing the Marriott Bonvoy membership program, ensuring that members are appropriately recognized, and all Marriott standards are met.
• Assists in the facilitation of VIP guest arrivals.
• Ensures proper recognition and preference delivery for all repeat guests.
• Assists the Director of Front Office in coaching and counseling team members as needed during shifts.
• Assists in maintaining effective communication within the department by facilitating daily shift briefings, participating in monthly department meetings, and sending email and verbal communications.
• Performs regular supply inventories for the front desk, concierge, and bell / valet stand.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Develops department schedules, including the approval of staff requests and PTO.
• Serves as a role model to demonstrate appropriate behaviors.
• Brings issues concerning employee relations and satisfaction to the attention of the department manager and Human Resources.

Education and Experience

Skills & Abilities

Physical Requirements

Benefits :

If you are a team player with a positive attitude and a passion for providing exceptional customer service, we encourage you to apply for this exciting opportunity.

EEO and ADA Statements

The Ballantyne is an Equal Opportunity Employer, committed to maintaining a diverse workforce and inclusive culture. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job.

Education

Skills and Experience (Essential)

Skills and Experience (Preferred)