AsstMgr-Front Office
Role Overview
Assists the Front Office Manager with daily front office functions and staff supervision.
Front office areas include bell/door staff, switchboard, guest services, and front desk.
Supports efficient check-in and check-out, guest and employee satisfaction, and departmental financial performance.
Key Skills for This Role
Full Job Posting
Role overview
Assists the Front Office Manager with daily front office functions and staff supervision.
Front office areas include bell/door staff, switchboard, guest services, and front desk.
Supports efficient check-in and check-out, guest and employee satisfaction, and departmental financial performance.
Education and experience
- High school diploma or GED plus 2 years of guest services, front desk, or related professional experience; alternatively, a related two-year degree with no experience required.
- The degree alternative is a two-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major.
Team and front desk operations
- Supervise and manage employees and day-to-day operations; understand employee duties well enough to cover in their absence.
- Build trust, respect, cooperation, and open working relationships; recognize employees across shifts.
- Organize work, set goals, communicate front office objectives, and support sound financial and business decisions.
Guest service and improvement
- Maintain service standards and customer expectations, handle complaints and conflicts, and strive to improve service performance.
- Coach employees and model excellent hospitality and guest relations; empower staff to provide strong customer service.
- Gather guest feedback on product quality and service, and use satisfaction results and comment cards to support corrective action plans.
- Collaborate with the Front Office Manager on continuous improvement and emphasize guest satisfaction in department meetings.
Policies and communication
- Implement customer recognition and service programs and ensure compliance with front office policies, standards, and procedures.
- Monitor adherence to credit policies and procedures to reduce bad debts and rebates.
- Provide timely information to supervisors, coworkers, executives, peers, and subordinates, including critical information from convention meetings.
- Stand in for the Front Office Manager when absent and participate in department meetings.
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