Assistant Manager Front Desk

• Entry-level management position responsible for leading and assisting with daily shift requirements.
• Oversees Front office areas including Bell/Door Staff, Switchboard, and Guest Services/Front Desk.
• Ensures guest and employee satisfaction while achieving the operating budget.
• Assists in completing financial and administrative responsibilities.

Candidate Profile:

• Education:
• High school diploma or GED; 2 years experience in guest services, front desk, or related area.
• OR 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no experience required.

Core Work Activities:

Supporting Management of Front Desk Team:

• Utilizes interpersonal and communication skills to lead, influence, and encourage others.
• Encourages mutual trust, respect, and cooperation among team members.
• Serves as a role model and demonstrates appropriate behaviors.
• Supports all day-to-day operations and understands employee positions well enough to perform duties in their absence.
• Coaches, counsels, and encourages employees and handles their questions and concerns.
• Supports Front Desk operations in the absence of the Front Office or Front Desk Manager.

Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals:

• Manages day-to-day operations to meet customer expectations and standards.
• Develops specific goals and plans to prioritize and accomplish work.
• Handles complaints, disputes, grievances, and conflict resolution.
• Participates in department meetings and communicates clearly about Front Desk goals.
• Supervises staffing levels to meet guest service and operational needs while achieving financial goals.
• Trains staff on adherence to credit policies and procedures to reduce bad debts.

Ensuring Exceptional Customer Service:

• Provides services above and beyond for customer satisfaction and retention.
• Communicates and assists individuals in understanding guest needs.
• Empowers employees to provide excellent customer service.
• Handles guest problems and complaints, seeking assistance as necessary.

Managing Projects and Policies:

• Implements the customer recognition/service program.
• Assists in reviewing comment cards and guest satisfaction results with employees.
• Ensures employees have the proper supplies and uniforms.

Supporting Handling of Human Resource Activities:

• Identifies developmental needs of staff and provides coaching and mentoring.
• Sets performance standards and monitors performance.
• Participates in employee performance appraisals and recognition programs.

Additional Responsibilities:

• Provides information to supervisors, co-workers, and subordinates.
• Analyzes information and evaluates results to choose the best solution.
• Performs all Front Desk duties as necessary.
• Understands the functions of Bell Staff, Switchboard, and Concierge/Guest Services operations.
• Complies with loss prevention policies and procedures.