Assistant Front Office Manager

Job Description 

Assistant Front Office Manager - MGRASSFO 

Department: Front Office  

Reports To: Front Office Manager    

Northwood Overview 

An enterprising organization managing hospitality assets that deliver unique, carefully curated guest experiences. We understand that our people are the hallmark of our success, managing and operating a portfolio of leading hotel assets ranging from select service to lifestyle independent hotels. Our people are the most important assets. We are committed to developing talent and building high performance leadership teams. We understand that the sum of our collective talents and efforts helps us achieve greater results and thrive.  

Job Overview:  

We are seeking a dynamic and experienced Assistant Front Office Manager to join our team. In this role, you will be responsible for assisting the Front Office Manager in overseeing the daily operations of the front office, ensuring guest satisfaction, and maximizing revenue. 

Key Responsibilities:

• Guest Service:  

• Oversee guest check-in and check-out processes, ensuring efficiency and accuracy. 

• Resolve guest complaints and issues promptly and professionally. 

• Maintain a high level of guest satisfaction and loyalty. 

• Team Management:  

• Supervise and train front office staff, including receptionists, bellhops, and concierge. 

• Create and maintain a positive and productive work environment. 

• Manage staff schedules and ensure adequate coverage. 

• Operations Management:  

• Monitor daily operations and identify areas for improvement. 

• Ensure compliance with hotel policies and procedures. 

• Assist with the implementation of new systems and procedures. 

• Revenue Management:  

• Assist with revenue management strategies, including room rate optimization and yield management. 

• Monitor occupancy rates and average daily rates. 

• Administrative Tasks:  

• Prepare reports and analyze key performance indicators. 

• Assist with budgeting and forecasting. 

• Handle administrative tasks, such as payroll, scheduling, and inventory control. 

Qualifications: 

• Proven experience in a hotel front office management role. 

• Strong leadership and supervisory skills. 

• Excellent communication and interpersonal skills. 

• Proficiency in hotel property management systems (PMS). 

• Knowledge of revenue management principles. 

• Ability to work flexible hours, including weekends and holidays. 

Perks & Benefits: 

• Medical, Dental, Vision  

• Hotel Discounts  

• Paid Time Off  

• Employee Assistance program 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities and activities may change or be added at any time with or without notice. 

EEO and ADA Statements

The Ballantyne is an Equal Opportunity Employer, committed to maintaining a diverse workforce and inclusive culture. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job.

Education
- High school diploma or GED.

Skills and Experience (Essential)
- At least 18 years of age
- Basic computer skills
- Must be able to read, communicate effectively and have superb interpersonal skills
- Must be able to work well under pressure while retaining tact and composure when resolving guest complaints

Skills and Experience (Preferred)
- Management or supervisory experience
- Experience with programs such as Vision One, Galaxy, Lightspeed or RTP
- Communication in other languages is helpful