Assistant Front Office Manager

Department: Front Office. Direct Report: Front Office Manager. Purpose: The Assistant Front Office Manager supports the Front Office Manager in directing daily operations of the Front Office and Guest Services teams. OVERVIEW: An elegant coastal escape with a laid-back spirit, The Sanderling, located in Duck, North Carolina, is the region’s only full-service resort. With its unparalleled views of the Currituck Sound and the Atlantic Seaboard, the completely revitalized property is the new gold standard for Outer Banks vacationing. From its sophisticated redesigned guest rooms, suites and residences to its casual and elevated restaurants, wellness facilities and awe-inspiring grounds, The Sanderling offers guests more ways to relax and reconnect than ever before. The Assistant Front Office Manager oversees daily front desk operations to ensure guest satisfaction, staff efficiency, and high levels of service. They support the Front Office Manager as needed by resolving guest complaints, training staff and maintaining operational standards. JOB SUMMARY: Oversee daily front office operations, ensuring prompt, courteous, and efficient service; Maintain a high level of guest service by providing support to Front Office and Guest Services teams; Assist Front Office Manager in all administrative tasks as assigned; Ensure all staff are properly trained and have the tools and equipment needed to effectively carry out their job functions; Ensure guests receive prompt, professional attention and are greeted upon arrival; Respond appropriately to guest complaints; Implement appropriate service recovery gestures to ensure total guest satisfaction; Communicate to staff any VIP or special needs or requests and follow up on execution; Communicate and assist in achieving departmental guest satisfaction, revenue and profit goals and objectives; Ensure procedures are followed for security of monies, credit and financial transactions, and guest security; Throughout shift conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company; Promote teamwork and quality service through daily communication and coordination with other departments; Will serve as manager on duty as required.

Responsibilities

Oversee daily front office operations, ensuring prompt, courteous, and efficient service; Maintain a high level of guest service by providing support to Front Office and Guest Services teams; Assist Front Office Manager in all administrative tasks as assigned; Ensure all staff are properly trained and have the tools and equipment needed to effectively carry out their job functions; Ensure guests receive prompt, professional attention and are greeted upon arrival; Respond appropriately to guest complaints; Implement appropriate service recovery gestures to ensure total guest satisfaction; Communicate to staff any VIP or special needs or requests and follow up on execution; Communicate and assist in achieving departmental guest satisfaction, revenue and profit goals and objectives; Ensure procedures are followed for security of monies, credit and financial transactions, and guest security; Throughout shift conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company; Promote teamwork and quality service through daily communication and coordination with other departments; Will serve as manager on duty as required

Requirements

2+ years of experience in a hotel/resort front office or similar setting; Strong working knowledge of hotel PMS software; Strong organizational skills with exceptional attention to detail; Excellent customer service and communications skills; Flexibility to work evenings, weekends, and holidays, as well as occasional overnights as business requires; Must know how to prioritize, delegate, and respond in a timely fashion; Ability to work under pressure, multi-task, and stay focused while maintaining hospitality; Ability to remain standing for up to 10 hours; Ability to remain stationary in desk/meeting environment for up to 8 hours; Ability to move up and down stairs occasionally; Ability to move quickly based on guest needs; Ability to communicate and exchange information effectively; Ability to complete a satisfactory background check

Nice to have

Opera preferred