Assistant Front Office Manager

Specific Responsibilities

• Responds professionally and courteously to arriving, departing, and in-house guests with accurate and timely information and services.
• Responds to inquiries regarding hotel information and guest concerns.
• Supervises the daily operations of the Front Office personnel, promoting a safe environment and quality services to achieve maximum guest satisfaction and financial success.
• Oversees all day-to-day operations of Front Desk and Bell/Valet staff, ensuring that all established front office and hotel policies are followed.
• Acts as a resource for supervisors, agents, and valet with all Front Office procedures.
• Facilitates guest arrival and departure during peak times to ensure a smooth transition into and out of the property.
• Courteously answers inquiries and accepts reservations referred from agents, both in person and by telephone.
• Keeps abreast of all in-house and area functions to answer questions and concerns in person and on the telephone with timely and knowledgeable responses.
• Reviews all guest issues with staff, ensures appropriate departments are contacted for resolution, approves recovery, and provides follow-up with guests, and logs are completed.
• Oversees all Concierge duties completed by staff from transportation services to package amenities and arrangements.
• Has complete knowledge of the hotel's emergency procedures.
• Implements new procedures and policies.
• Reviews any problems or concerns from the previous day's night audit and daily work. Addresses any issues with the entire staff or individual front desk associates, whichever is appropriate.
• Monitors room inventory to achieve balance and pushes associates to sell out. Trains staff in this strategy.
• Conducts one-on-one meetings with front desk associates at least quarterly.
• Conducts necessary progressive disciplines according to policy.

• Highly organized, results-oriented, with the ability to be flexible and work well under pressure.
• Service-focused personality is essential.
• Previous experience in a similar leadership role is an asset.
• Prior experience working with Opera or a related system.
• Strong interpersonal and problem-solving abilities and the ability to lead by example.
• Degree or Diploma in Hospitality Management is an asset.
• Should be an additional language speaker.