Assistant Front Office Manager

About Company:

Join Trailborn, the Official Hotel of the Great Outdoors™, as we reimagine modern hospitality in America's most iconic destinations–where design meets discovery, and every stay inspires connection, adventure, and memories worth sharing.

We believe that life should be an adventure–and so is the work we do. We help guests rediscover America's beauty; reconnect with loved ones, themselves, and nature; and guide their stay to experience the outdoors on their terms. Join us to inspire moments of awe, connection, and exploration every day.

About the Role:

The Assistant Front Office Manager plays a pivotal role in ensuring the smooth and efficient operation of the front desk and guest services within the accommodation and food services industry. This position supports the Front Office Manager in overseeing daily front office activities, including guest check-in and check-out processes, reservations management, and handling guest inquiries and complaints with professionalism and courtesy. The role requires close collaboration with other departments to maintain high standards of customer service and operational excellence. The Assistant Front Office Manager is also responsible for training, supervising, and motivating front office staff to deliver exceptional guest experiences. Ultimately, this position contributes significantly to guest satisfaction, operational efficiency, and the overall reputation of the establishment in the United States hospitality market.

Minimum Qualifications:

• High school diploma or equivalent; associate or bachelor’s degree in hospitality management or related field preferred.
• Minimum of 2 years experience in front office operations within the hospitality industry.
• Proficiency with property management systems (PMS) and Microsoft Office Suite.
• Strong communication and interpersonal skills to interact effectively with guests and team members.
• Ability to work flexible hours, including weekends and holidays.

Preferred Qualifications:

• Bachelor’s degree in hospitality management, business administration, or a related field.
• Experience in a supervisory or assistant managerial role within a hotel or resort front office.
• Knowledge of revenue management and guest service best practices.
• Certification in hospitality or front office management (e.g., Certified Front Desk Manager).
• Multilingual abilities to assist a diverse guest population.

Responsibilities:

• Assist in managing daily front office operations to ensure seamless guest service and efficient workflow.
• Supervise, train, and support front desk staff, including receptionists and concierge personnel, to maintain high service standards.
• Handle guest complaints and resolve issues promptly to ensure guest satisfaction and loyalty.
• Coordinate with housekeeping, maintenance, and food and beverage departments to meet guest needs and maintain operational harmony.
• Manage reservations, room assignments, and billing processes accurately using property management systems.
• Monitor front office inventory, supplies, and equipment to ensure availability and functionality.
• Prepare and analyze daily reports related to occupancy, revenue, and guest feedback for management review.
• Support the Front Office Manager in implementing policies, procedures, and service standards.

Skills:

The Assistant Front Office Manager utilizes strong organizational and leadership skills daily to coordinate front desk activities and manage staff effectively. Excellent communication skills are essential for resolving guest concerns and fostering a welcoming environment. Proficiency with property management systems and reservation software enables accurate handling of bookings and billing. Problem-solving skills are applied to address operational challenges and improve service delivery. Additionally, interpersonal skills support collaboration with other departments to ensure a cohesive guest experience and operational success.