Assistant Front Desk Manager

The Front Desk Supervisor is an entry-level leadership role responsible for overseeing daily front office operations during assigned shifts. This position ensures a smooth and efficient check-in/check-out process and supports all front office areas including Guest Services, Bell/Door Staff, and Switchboard. The Supervisor ensures exceptional guest service, supports team development, and contributes to achieving department financial and operational goals.

Education and Experience:

• Required: High school diploma or GED and 2 years of experience in front desk, guest services, or related field
• OR: Associate's degree in Hospitality, Business Administration, or related field (no prior experience required)

Core Responsibilities:

Team Supervision and Support

• Lead and support front desk associates in daily operations
• Guide shift operations and provide backup coverage as needed
• Serve as a role model in professional conduct, integrity, and service excellence
• Provide coaching, encouragement, and feedback to team members
• Handle employee questions, minor conflicts, and service-related concerns

Guest Services Excellence

• Ensure the delivery of exceptional, personalized guest service at all touchpoints
• Handle guest concerns and service recovery promptly and professionally
• Interact with guests to gather feedback and promote satisfaction
• Empower team to resolve issues within guidelines and escalate when appropriate

Operational Efficiency

• Monitor and adjust staffing levels based on occupancy and service needs
• Execute same-day selling procedures to optimize occupancy and revenue
• Enforce adherence to credit and billing policies to minimize bad debts
• Collaborate in tracking and improving guest satisfaction scores
• Ensure guest preferences are documented and leveraged for future visits

Training and Development

• Participate in onboarding and training of front office associates
• Identify developmental needs and assist with coaching and performance evaluations
• Contribute to a culture of recognition and positive morale through employee appreciation initiatives

Administrative & Project Support

• Attend departmental meetings and communicate goals and priorities
• Assist in maintaining supply inventory and ensuring proper uniform standards
• Utilize property systems to track guest information and repeat preferences
• Support loss prevention protocols and security policies

Additional Responsibilities:

• Serve as a liaison across departments during shift coverage
• Communicate updates to management and teams as needed
• Support Front Office Manager and assume duties in their absence
• Perform front desk agent duties and assist other front office functions as required

Preferred Skills:

• Strong communication and interpersonal abilities
• Ability to lead by example and motivate a diverse team
• Knowledge of front office systems (e.g., PMS, POS, CRM platforms)
• Detail-oriented, organized, and customer-focused
• Ability to handle stressful situations calmly and professionally