Assistant Front Office Manager

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Front Desk, Guest Services (Valet/Parking/Bell), Night Audit and Zephyr (Command center PBX and Voice Reservations). Position works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department. The Assistant Front Office Manager will obtain an in-depth knowledge of our PMS system, all guest service related software and perform a variety of service related tasks, including, but not limited to, processing hotel reservations, registering guests, assigning rooms, ensure all financial transactions for the day are verified and balanced, settling guests’ accounts, and coordinating with other departments to satisfy guests needs. Above all, ensure each guest experiences SINGULAR SERVICE which is both remarkable and personalized.


• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Conducts pre-shift meeting with staff and review all information pertinent to the day's business.
• Inspects grooming and attire of staff; rectify any deficiencies.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Collaborates with the Front Office Manager on ways to continually improve departmental service.
• Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Under the direction of the Front Office Manager, manages, supervises and directs the work activities of the Front Desk, Night Audit, & Guest Services (Valet/Parking/Bell) team.
• Ensures ongoing focus is on the local attractions and events throughout all guest impact areas. Coach each employee to assist guests with concierge like service to personalize each guests experience.
• Monitors the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Assists staff with their job functions to ensure optimum service to guests.
• Observes guest reactions and confer frequently with staff to ensure guest satisfaction.
• Adheres to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Attains thorough knowledge of all hotel related programs/interfaces.
• Conducts thorough training upon hire and consistent follow-up to ensure each employee is aligned to the service culture that is established at AAH.
• Ensures security of guestroom access.
• Together with Revenue Management balances the house and oversee rooms’ control.
• Monitors and ensures that all cashiering procedures comply with Accounting policies and standards.
• Works closely with Accounting on follow-up items, i.e., chargebacks, refunds, discrepancies and ensures established procedures are consistently followed by all.
• Maximize room revenue and occupancy by reviewing status’ daily. Analyzes rate variance, monitors credit report and maintains close observation of daily house count.
• Anticipates and manages sold-out situations. Handles overbooked or "walked" guests.
• Multi-tasks and prioritizes departmental functions to meet deadlines.

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Front Desk, Guest Services (Valet/Parking/Bell), Night Audit and Zephyr (Command center PBX and Voice Reservations). Position works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department. The Assistant Front Office Manager will obtain an in-depth knowledge of our PMS system, all guest service related software and perform a variety of service related tasks, including, but not limited to, processing hotel reservations, registering guests, assigning rooms, ensure all financial transactions for the day are verified and balanced, settling guests’ accounts, and coordinating with other departments to satisfy guests needs. Above all, ensure each guest experiences SINGULAR SERVICE which is both remarkable and personalized.


• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Conducts pre-shift meeting with staff and review all information pertinent to the day's business.
• Inspects grooming and attire of staff; rectify any deficiencies.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Collaborates with the Front Office Manager on ways to continually improve departmental service.
• Communicates a clear and consistent message regarding the Front Office goals to produce desired results.
• Participates in the development and implementation of corrective action plans based on review of comment cards and guest satisfaction results.
• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Under the direction of the Front Office Manager, manages, supervises and directs the work activities of the Front Desk, Night Audit, & Guest Services (Valet/Parking/Bell) team.
• Ensures ongoing focus is on the local attractions and events throughout all guest impact areas. Coach each employee to assist guests with concierge like service to personalize each guests experience.
• Monitors the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Assists staff with their job functions to ensure optimum service to guests.
• Observes guest reactions and confer frequently with staff to ensure guest satisfaction.
• Adheres to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Attains thorough knowledge of all hotel related programs/interfaces.
• Conducts thorough training upon hire and consistent follow-up to ensure each employee is aligned to the service culture that is established at AAH.
• Ensures security of guestroom access.
• Together with Revenue Management balances the house and oversee rooms’ control.
• Monitors and ensures that all cashiering procedures comply with Accounting policies and standards.
• Works closely with Accounting on follow-up items, i.e., chargebacks, refunds, discrepancies and ensures established procedures are consistently followed by all.
• Maximize room revenue and occupancy by reviewing status’ daily. Analyzes rate variance, monitors credit report and maintains close observation of daily house count.
• Anticipates and manages sold-out situations. Handles overbooked or "walked" guests.
• Multi-tasks and prioritizes departmental functions to meet deadlines.