Assistant Front Desk Manager

About the Role

Entry-level management position responsible for leading and assisting with the successful completion of daily shift requirements for Front Office areas including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. Aims to ensure guest and employee satisfaction and achieve operating budgets. Assists in completing financial and administrative responsibilities.

Key Responsibilities

• Supporting Management of Front Desk Team:
• Utilizes interpersonal and communication skills to lead, influence, and encourage others.
• Advocates sound financial/business decision making.
• Demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model for appropriate behaviors.
• Supports all day-to-day operations.
• Understands employee positions to perform duties in their absence.
• Coaches, counsels, and encourages employees.
• Handles employee questions and concerns.
• Supports all areas of the Front Office in the absence of the Front Office or Front Desk Manager.
• Guides daily Front Desk shift operations.
• Communicates performance expectations to employees.
• Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals:
• Manages day-to-day operations, ensuring quality, standards, and customer expectations are met.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Handles complaints, settles disputes, resolves grievances and conflicts, or negotiates with others.
• Participates in department meetings and communicates Front Desk goals.
• Strives to improve service performance.
• Supervises staffing levels to meet guest service, operational, and financial objectives.
• Trains staff on adherence to credit policies and procedures to reduce bad debts and rebates.
• Supervises same-day selling procedures to maximize room revenue and property occupancy.
• Understands the impact of Front Desk operations on overall property financial goals.
• Ensuring Exceptional Customer Service:
• Provides services that exceed expectations for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and coaching.
• Sets a positive example for guest relations.
• Empowers employees to provide excellent customer service within guidelines.
• Handles guest problems and complaints, seeking assistance from supervisors as necessary.
• Interacts with guests to obtain feedback on product quality and service levels.
• Managing Projects and Policies:
• Implements and communicates the customer recognition/service program.
• Assists in reviewing comment cards and guest satisfaction results with employees.
• Ensures employees have proper supplies and uniforms.
• Assists in using a guest information tracking system for repeat guest recognition and problem resolution.
• Supporting Handling of Human Resource Activities:
• Identifies developmental needs of others and coaches them to improve knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Provides feedback to individuals based on observation of service behaviors.
• Participates in an ongoing employee recognition program.
• Conducts training when appropriate.
• Participates in the employee performance appraisal process.
• Additional Responsibilities:
• Provides information to supervisors, co-workers, and subordinates via telephone, written communication, email, or in person.
• Analyzes information and evaluates results to solve problems.
• Informs and/or updates executives, peers, and subordinates on relevant information in a timely manner.
• Performs all duties at the Front Desk as necessary.
• Understands the functions of the Bell Staff, Switchboard, and Concierge/Guest Services operations.
• Complies with loss prevention policies and procedures.

Requirements & Tech Stack

• High school diploma or GED; 2 years experience in guest services, front desk, or related professional area.
• OR a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major.

Qualifications

• Experience in guest services, front desk, or related professional area.
• Knowledge of Bell/Door Staff, Switchboard, and Guest Services/Front Desk operations.
• Ability to lead, influence, and encourage others.
• Skills in financial and business decision making.
• Honesty and integrity.
• Ability to build trust, respect, and cooperation.
• Ability to coach, counsel, and encourage employees.
• Skills in handling guest problems and complaints.
• Ability to analyze information and solve problems.
• Ability to communicate relevant information effectively.
• Understanding of loss prevention policies and procedures.