How this position is important to the mission

By leading through example, maintaining a commitment to excellence, and communicating well with all staff and guests the Assistant Front Office Manager plays a pivotal role in ensuring all front office staff are focused on providing lasting, happy memories through genuine service and thoughtful amenities.

Position Summary:

The Assistant Front Office Manager supports the Front Office Manager in overseeing the Front Desk Staff, Front Desk Supervisors and Valet desk. Working closely and under the direction of the Front Office Manager, the Assistant Front Office Manager coordinates scheduling, training and office organization.

Essential Functions of the job:

• Must be available to work 40 hours per week and work weekends, nights, and Holidays
• Maintains high standards throughout daily assignment and assists the desk agents in doing the same.
• Represents the hotel and executive management to employees, guests, visitors, and vendors.
• Coordinates scheduling of the front desk and pool attendants when in season. Covers shifts as necessary.
• Coordinates, administers, and contributes input to required meetings, including monthly departmental meetings.
• Sets standard for the staff-upholding the requirements of AAA and Mobil as well as standards communicated by executive management.
• Supervises the care of equipment, minimizing waste, breakage and misuse. Ensure front office has proper supplies.
• Communicates effectively and immediately any situations which may require executive assistance. This may include employee-related issues as well as guest issues.
• Coordinates VIP recognition and room assignments.
• Takes immediate corrective action when guests' needs are not met.
• Coaches and disciplines staff fairly and effectively to ensure a quality guest experience.
• Demonstrates working knowledge of safety and fire procedures.
• Assists in emergency and security procedures as directed by the employee manual and the established emergency plan.
• Coordinates the training of new front office personnel and assists with training of newly implemented procedures.
• Acts as Hotel Manager when necessary.
• Perform tasks as assigned.

Additional Job Duties:

• Completes delegated tasks and projects; assists other departments as business volumes and staff levels demand
• Completes supervisor checklist and ensures agents complete their checklists; informs management if there is anything that time does not permit.
• Assists in organizing supplies and information for special events and holidays for the front desk.

Physical Requirements:

• Ability to stand continuously for the duration of the shift (eight hours).
• Ability to lift small packages (under 40 pounds).
• Ability to work in stressful situations.

Education, Experience, Skills:

• High school diploma, college degree preferred
• RBS Certified. If not certified, willing to complete certification as condition of employment.
• Working knowledge of guest services in a luxury hotel setting
• Must be at least 21 years old with an eligible motor vehicle report
• Excellent command of English language.
• Ability to work with and manage people effectively.
• Ability to multitask and work in mentally demanding situations.
• At least one-year front office supervising experience