The Assistant Front Office Manager plays a key leadership role in ensuring the delivery of exceptional guest service and operational excellence across the front office, reservations, guest registration, bell services, telephone operations, and guest accounting. This position supports overall hotel profitability and guest satisfaction by maintaining high operational standards, optimizing staffing, and fostering a culture of service excellence. HOW YOU'LL SHAPE THE EXPERIENCE & FUTURE - Lead and supervise the Front Desk and related guest service departments, including hiring, training, evaluating, and developing team members.
- Manage departmental scheduling and payroll in alignment with labor standards and forecasted occupancy.
- Ensure adherence to guest service quality standards and actively resolve guest concerns to maintain strong satisfaction scores.
- Drive profitability by aligning financial and operational strategies with hotel objectives and participating in annual budgeting processes.
- Oversee reservations and room management to maximize occupancy and average daily rate through effective selling techniques.
- Maintain and enforce procedures for credit control, financial transaction handling, and guest security.
- Support cross-departmental collaboration to enhance guest experience and overall hotel performance.
- Other duties as assigned.
KEY STRENGTHS FOR SUCCESS - Strong leadership and team development capabilities.
- Excellent problem-solving and decision-making skills in a fast-paced environment.
- Deep understanding of front office operations, systems, and financial processes.
- Commitment to guest satisfaction and continuous improvement.
- Effective communication, organization, and time-management abilities.
PROFESSIONAL EXPERIENCE - Minimum 2 years of experience in front desk operations, including at least 1 year of night audit or supervisory experience.
- Proven track record in leading guest service teams and managing departmental performance metrics.
- Experience in budgeting, forecasting, and labor management preferred.
ACADEMIC BACKGROUND - Bachelor's degree in Management, Hotel Administration, Business, or a related field.
- Equivalent combinations of education and relevant experience will be considered.
Benefits - Medical, dental, and vision (HSA available)
- Company-paid disability & life insurance
- Employee Assistance Program
- Supplemental benefits
- 401(k) with match
- Employee discounts
- Paid vacation & sick time
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