Assistant Front Office Manager

The Assistant Front Office Manager will oversee front office department operations, ensuring optimal service and care. They will welcome guests, supervise daily operations, and adhere to brand standards. The role requires strong communication, organization, and problem-solving skills, with prior experience in Opera a plus.

Requirements

• Welcome guests and visitors in a friendly, prompt, and professional manner.
• Supervise daily front office operations to meet guest and team expectations.
• Review and assign daily room assignments, ensuring room readiness, guest room preferences are met.
• Register guests, issue room keys, provide accurate information pertaining to the hotel and local area.
• Communicate room statuses with housekeeping to coordinate timely check-ins and check-outs.
• Conduct shift briefings to relay all pertinent guest information and operational requirements.
• Maintain thorough knowledge of room rates, room packages/promotions, room types, room availabilities, and occupancy levels.
• Assist with room reservation calls for modifications, bookings, and cancellations when needed.
• Ensure that guest services call center team is properly functioning, and all devices/headsets/systems are in order.
• Analyze rate variance report for room revenue control and rebates.
• Monitor all billing activities within front desk, such as cash handlings, paid-outs, petty cash, and rebates.
• Ensure bell team are handling all luggage/storage/parcel deliveries in a timely manner and log book system is accurate/updated.
• Ensure valet team are assisting guest and visitor vehicles smoothly, and parking areas are organized.
• Liaise with guest experience team in handling all guest requests.
• Provide strong front office operation presence.
• Ensure staff are actively greeting and acknowledging all guests and visitors in the lobby and front drive areas to provide prompt assistance.
• Resolve guest complaints, ensuring guest satisfaction, escalate any unresolved matters to front office manager.
• Assist in department orientation and training of the hotel service standard, procedures, and programs.
• Perform night manager shifts and all functions of night operational duties.
• Ensure work station is set up with necessary supplies and resource materials.
• Inspect cleanliness of lobby, front drive, front of house, and back of house areas.
• Monitor and maintain cleanliness and sanitation of assigned work areas.
• Provide positive feedback to staff daily.
• Encourage staff to anticipate guest needs.
• Functions in place of the front office manager in all meetings and required areas.
• Oversee the front office budget in conjunction with front office manager to ensure department is in line.
• Consistently collaborates with front office manager on ways to continually improve departmental service.
• Monitor all purchase orders and manage inventory control.
• Directly supports the front office manager in all required tasks.
• Motivate and provide a work environment which brings out the best in staff.
• Acknowledge staff successes and recognize contributions.
• Coach and provide feedback with staff when required.
• Assist in developing of The Standard front office team.
• Be fully conversant with hotel fire & life safety/emergency procedures/guest evacuations.
• Attend all briefings, meetings, and trainings as assigned by management.
• Report for duty on time wearing clean and complete uniform.
• Maintain a high standard of personal appearance and hygiene.

Benefits

• Competitive salary
• Benefits package
• Opportunities for career advancement
• Professional development
• Team-oriented work environment
• Positive feedback and recognition
• Opportunities for growth and development