Assistant Front Office Manager

About the role

The Assistant Front Office Manager assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. The position covers Bell/Door Staff, Switchboard and Guest Services/Front Desk, and works with managers and employees to ensure an efficient check-in and check-out process, guest and employee satisfaction and strong departmental financial performance.

Key responsibilities

• Lead, supervise and manage the front desk team, build trust and cooperation among members, and cover for the manager in their absence
• Manage day-to-day operations, set goals and plans, and resolve guest complaints and disputes
• Improve service quality through feedback from guest comment cards and satisfaction results, and implement corrective action plans
• Provide exceptional guest service, coach staff and handle guest problems and complaints effectively
• Implement the customer recognition/service program and ensure compliance with front office policies, standards, procedures and credit policies
• Communicate with supervisors, executives and colleagues, share information from pre- and post-convention meetings, and attend department meetings

Required profile

• Degree or diploma from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or a related major
• 5 years of experience in guest services, front desk or a related field
• Preferably in a hotel or luxury service environment; a 5-star hotel is highly desirable