Assistant Front Office Manager

JOB SUMMARY

Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Manages the Front Desk operation including Registration, VIP Registration, and Check-Out, as well as directly manage the Guest Service Agents. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Monitors guest and employee satisfaction and maximizes the financial performance of the department.

 

CANDIDATE PROFILE

Education and Experience

• High school diploma, GED or equivalent degree; 2 years of progressive experience in a hotel Front Office operation.

OR

• College degree in Hospitality or Business with 6 months hotel Front Office experience or a college internship in a hotel Front Office; Experience in a 500+ room hotel with a Diamond Rating of 4 or 5 preferred

 

CORE WORK ACTIVITIES

 

Maintaining Guest Services and Front Desk Goals

• Manages day-to-day operations, including group arrival, registration, VIP registration, and check-out.

• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

• Supervises staffing levels to verify that guest service, and operational needs are met.

• Verifies that there is regular on-going communication with employees to create awareness of business objectives and expectations, recognizes performance, and produces desired results.

 

Supporting Management of Front Desk Team

• Provides coaching and written or verbal documentation of positive and or corrective feedback to Front Desk employees

• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.

• Communicates verbally and in writing, with all level of employees and guests that epitomizes the Gaylord Service Culture.

• Maximizes productivity, and identifes problem areas and implement solutions.

 

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

• Responds to and handles guest problems and complaints, taking corrective action as necessary including pass down

• Monitor the execution of VIP arrival through departure for Leisure and Group Guests.

 

Managing Projects and Policies

• Maintains Knowledge of and assists in all emergency procedures as required.

• Follows and enforce all Gaylord Hotel credit policies

• Supervises daily Front Desk shift operations and monitors compliance with all policies, standards and procedures.

• Verfies that property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

 

Supporting Human Resource Activities

• Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

• Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.

• Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.

• Monitors Daily performance of Front Desk staff. Supervision duties include hiring, training, scheduling, assigning daily tasks, evaluating performance and terminating.

 

Additional Responsibilities

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.

• Analyzes information and evaluating results to choose the best solution and solve problems.

• Participates in departmental meetings and continually communicates a clear and consistent message regarding the Front Desk goals to produce desired results.

 

 

In joining Courtyard, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.