Job Summary: The Assistant Front Office Manager coordinates the evening functions of the hotel front desk, night audit, bell person. This position works closely with the housekeeping and maintenance departments to deliver exceptional accommodations and customer service to the guests. Additionally, the Assistant Front Office Manager trains and manages staff, supervises administrative and clerical duties for the evening staff, and acts as the Manager on Duty to address customer complaints and queries.

Job Responsibilities:

• Attend weekly management meetings

• Assist evening front desk with their duties to ensure operations are smooth for guests

• Troubleshoot system errors

• Answer phones and respond to emails

• View and organize reservations

• Follow-up on guest complaints or issues

• Complete payroll by the designated due date in the absence of the Front Office Manager

• Work with the Front Office Manager to create weekly schedules when needed

• Ordering, Invoicing, and inventory of the needed supplies in coordination with the Front Office Manager

• Responsible for covering hourly shifts

• Training of staff and managing of shift schedules

• Tending to guests’ complaints and procedures

• Administrative duties such as filing and updating records, among others, as needed

• Maintaining front desk office supplies and equipment

• Ensuring the front desk and reception area is kept clean and organized

• Anticipate and handle any guest requests and satisfy their needs within acceptable guidelines

• Assist in the development and monitoring of the budget to provide top quality customer service

• Compile occupancy reports and financial information for the general manager

• All other duties as assigned

Education and Experience:

• Bachelor’s degree in hospitality or similar

• A minimum of 2 years’ experience as a front desk agent

• Leadership experience preferred

• Background in front office operations and housekeeping

Knowledge, Skills, & Abilities:

• Proficient in word and excel

• Detail oriented and thorough

• Ability to remain discreet and respect the privacy of guests

• Ability to perform consistent work to the highest of standards

• Ability to interact with guests in a pleasant friendly way

• Ability to lead and train efficiently and effectively

• Ability to provide exceptional customer service

• Ability to solve issues independently

• Critical thinking skills

• Basic knowledge of bookkeeping

• Excellent time-management skills

• Proven ability to respond effectively to sensitive inquiries or complaints

• Ability to calculate figures and amounts, such as discounts, interest, commissions, proportions, percentages, etc.

• Interpersonal skills, high level of communication skills, ability to make decisions and lead others

• Understanding of how Housekeeping and Front Office work together