Assistant Manager - Front Office

About the role

The Assistant Manager - Front Office assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. The position covers Bell/Door Staff, Switchboard and Guest Services/Front Desk, and works with managers and employees to ensure an efficient check-in and check-out process while keeping guest and employee satisfaction high and maximizing the department's financial performance.

Key responsibilities

• Support management of the front desk team, supervise and manage employees, and cover for them in their absence
• Manage day-to-day operations and ensure quality standards meet customer expectations
• Develop goals and plans, handle complaints and disputes, and collaborate with the Front Office Manager on service improvements
• Take part in corrective action plans based on guest comment cards and satisfaction results
• Provide exceptional customer service, coach employees, and resolve guest problems and complaints
• Implement the customer recognition/service program and ensure compliance with front office policies, standards and procedures, including credit policies
• Act in place of the Front Office Manager when absent, share information with staff and executives, and attend department meetings

Required profile

• High school diploma or GED, with 2 years of experience in guest services, front desk or a related field
• OR a 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration or a related major, with no work experience required