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.