Assistant Front Office Manager

Job Summary:

The Assistant Front Office Manager will assist the Front Office Manager in overseeing and organizing day-to-day front office operations, including direct oversight of guest services, valet, and bellman functions, to ensure a seamless guest experience. This role strives to deliver world-class service, maximize room revenue, and uphold the highest standards of guest satisfaction and operational efficiency.

Supervisory Responsibilities:

• Assumes the duties and responsibilities of the Manager on Duty.
• Coordinate, communicate, and direct the performance of departmental staff to achieve desired execution of guest requests and expectations.
• Maintain constant communication with the Front Office Manager and all team members who directly report to you.
• Train and develop all front office, guest services, valet, and bellman team members on the execution of service standards in adherence to AAA 4 Diamond Standards.
• Ensure that the team maintains a positive attitude and complies with all grooming and professional standards daily.
• Enliven culture by becoming familiar with the company vision, mission, and standards for excellence

Duties & Responsibilities:

• Oversees the day-to-day operations of the Front Desk, Guest Services, Bell/Door staff, and Valet Parking teams to ensure consistent service delivery across all front-of-house touchpoints.
• Maintain comprehensive knowledge of the hotel, university, and local events to assist guests effectively.
• Build and strengthen relationships with guests to enable repeat business.
• Oversee the logistics, execution, and performance of valet and bellman operations.
• Partner with leadership on recruiting, training, professional development, and performance management of the front office, guest services, and valet teams.
• Effectively manage guest incidents and ensure all defects are recorded in the appropriate system.
• Adhere to and teach all IHP policies and standards for excellence.
• Create and distribute daily and weekly operational reports to necessary team members.
• Conducts pre-shift huddles to communicate daily events, VIP arrivals, high-occupancy challenges, and specific departmental goals.
• Understands all front-of-house positions thoroughly enough to step in and perform duties seamlessly in the absence of an agent, bellman, or valet runner.
• Supervises the performance, attendance, appearance, and conduct of all shift employees.
• Collaborates with Revenue Management and the Front Office Manager to monitor room availability, handle oversell strategies, guest ledger compliance, and maximize the success of front desk upsell programs.
• Analyzes daily balance summaries, arrivals reports, and housekeeping discrepancies, ensuring immediate resolution before the conclusion of each shift.
• Performs other related duties as assigned.

Required Skills & Abilities:

• Excellent management and supervisory skills.
• Excellent verbal and written communication skills.
• Organized with attention to detail.
• Extensive knowledge of customer service procedures and principles.
• Knowledgeable in principles and methods for showing, promoting, and selling products or services.
• Ability to multi-task in a stressful and fast-paced environment.
• Ability to program and troubleshoot Hotel PMS and other computer systems with ease.
• Knowledgeable in principles and processes for providing customer and personal services.
• Knowledgeable in business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people.
• Proficient in Microsoft Office Suite or related software.
• Proficient in writing, speaking, and reading in the English language.
• Basic mathematical skills.

Education & Experience:

• Bachelor's degree in hospitality management, business administration, or a related field is preferred.
• Previous experience in a supervisory role is required.

Physical Requirements:

• Prolonged periods of walking, standing, and sitting
• Must be able to lift up to 35 pounds at times.
• Must be able to run if needed

The employee signature below indicates the employee's understanding of the requirements, essential functions, and duties of the position.

An Equal Opportunity Employer

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.