Assistant Front Office Manager

This job is responsible for managing front desk operations for a p.m. and/or weekend shift at a large, fairly complex full-service resort hotel with an extensive range of facilities and services and may include a large number of Group Accounts and VIP and key guests. Typically supervises a shift of front office associates.

Responsibilities

Manage all aspects of front desk operations as well as Guest Services for assigned shift; Schedule associates to ensure proper coverage; Monitor performance and recommend/initiate corrective and/or disciplinary action, or other staffing/human resources-related actions in accordance with company policies and procedures; Alert management of potentially serious issues; Ensure all staff is 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 and timely to guest complaints; Implement appropriate service recovery gestures in order to ensure total guest satisfaction; Communicate to staff any VIP, Priority Club, or special needs or requests and follow up on execution; Communicate and assist in achieving departmental guest satisfaction, revenue and profit goals and objectives; Manage labor costs and expenses within budget; Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications; Ensure procedures are followed for security of monies, credit and financial transactions, and guest security; Conduct routine inspections of the front office and public areas to ensure appearance reflects highly on the hotel and Company; Correct any deficiencies; Promote teamwork and quality service through daily communication and coordination with other departments; Serve as manager on duty as required

Requirements

One or more years front office/guest services experience including supervisory experience, or an equivalent combination of education and experience; Must speak fluent English; Communication skills; Reading and writing abilities; Mathematical skills including basic math, budgeting, profit/loss concepts, percentages, and variances; Problem solving, reasoning, motivating, organizational and training abilities; Must have a flexible schedule; ability to work nights, weekends, holidays and possibly cover Night Audit in the event of emergency situations

Nice to have

Bachelor's degree in Hotel Management, Business Administration or related field; Other languages

Benefits

Comprehensive health insurance; Retirement plans; Paid time off; On-site wellness programs; Local discounts; Employee rates on hotel stays; Ongoing training and development opportunities