Assistant Front Office Manager

November 17, 2020


To assist the Front Office Manager in a day to day operation.

General Duties :

  • Assist in the day-to-day operation of the hotel front office
  • Supervise the operational activities of the hotel front desk within hotel guidelines to provide the highest standard of courteous service while permitting acceptable profit levels.
  • Assign, coordinate, and supervise work activities of Front Desk Agents.
  • Ensure work is completed to include, shift closings, room deposits, refunds and rebates.
  • Train and develop Front Desk Agents. Prepare staffing schedules, complete payroll, and monitor labor costs to budget figures.
  • Prepare and conduct Front Desk meetings and resolve issues.
  • Perform house counts and review daily arrivals, identify potential problems with rooms’ activity and take appropriate action.
  • Provide information and direction to staff to achieve 100% occupancy.
  • Review and resolve dispute accounts and Housekeeping discrepancies.
  • Prepare a shift briefing to communicate activities, short take training, and any problems and/or special information to the next shift.
  • Perform check-in and out procedures.
  • Take personal responsibility for correcting customer service
  • Leading our front office team and maintaining a level of professionalism according to the standards.
  • Adhering to all policies and procedures set forth by the hotel.
  • Balancing the house and blocking rooms according to the standards set forth by the Hotel
  • Monitoring guest service supervisors to ensure that checklists are being completed correctly and in a timely fashion.
  • Ensure adherence to all credit procedures in the front office, reviewing high-balance report and follow up with credit manager or front office manager if needed.
  • Ability to handle relocation of guests according to established procedures.
  • Ability to interact and mingle with guest - explain about the lobby to make them feel welcome and as though they belong to the hotel.
  • Adhere to and promote all our Core Values.
  • Maintaining guest satisfaction by dealing with guest concerns both in person and by correspondence.
  • Promote and motivate agents to continually enroll guests and achieve monthly goals set by the front office manager
  • Response and adherence to emergency procedures. Ensuring a smooth response and coordination of appropriate departments during all emergencies.