Position Overview:
Entry-level management role responsible for assisting with the successful completion of daily shift requirements.
Oversee front office areas including Bell/Door Staff, Switchboard, and Guest Services/Front Desk.
Focus on achieving guest and employee satisfaction and operating budget goals.
Assist with financial and administrative responsibilities.
Education and Experience:
High school diploma or GED; 2 year's experience in guest services, front desk, or related professional area.
OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.
Core Work Activities:
Supporting Management of Front Desk Team:
Lead, influence, and encourage team members using strong interpersonal and communication skills.
Demonstrates honesty/integrity; leads by example.
Builds mutual trust, respect, and cooperation among team members.
Supports day-to-day operations, and steps in during employee absences.
Coaches, counsels, and encourages employees.
Handles employee questions and concerns.
Monitoring and Supporting Progress Toward Guest Services and Front Desk Goals:
Manage day-to-day operations ensuring quality standards and customer expectations are met.
Develop specific goals and plans to prioritize work.
Handle complaints, disputes, and conflicts.
Participate in department meetings and communicate clear goals.
Strive to improve service performance and maximize room revenue.
Ensuring Exceptional Customer Service:
Provide services that exceed customer expectations for satisfaction and retention.
Improve service by understanding guest needs and providing individual coaching.
Empower employees to provide excellent customer service within guidelines.
Handle guest problems and complaints, escalating as necessary.
Managing Projects and Policies:
Implement customer recognition/service programs and ensure the process is followed.
Review guest satisfaction results with employees and ensure proper supplies and uniforms are available.
Supporting Handling of Human Resource Activities:
Identify developmental needs of others and provide coaching or mentoring.
Set performance standards and monitor performance.
Provide feedback based on observation of service behaviors.
Participate in employee recognition programs and performance appraisals.
Additional Responsibilities:
Provide information to supervisors, co-workers, and subordinates through various communication channels.
Analyze information and evaluate results to find solutions.
Keep executives, peers, and subordinates updated with relevant information.
Perform all duties at the Front Desk as necessary.
Understand the functions of Bell Staff, Switchboard, and Concierge/Guest Services.

Assistant Manager Front Desk

Job Description

Required Skills