<h3>Job Description</h3>
Job Description
Exciting opportunity to join our amazing hotel as the Assistant Front Office Manager. The Hotel Assistant Front Office Manager&nbsp;supports daily hotel operations, supervises front desk staff, ensures excellent guest service, manages check-in/out, handles complaints, and assists with scheduling, training, and administrative tasks, bridging the gap between front desk agents and the Front Office Manager to maximize guest satisfaction and financial performance.&nbsp;
 
 
Responsibilities:
<ul>
<li>Guest Services: Oversee check-in/out, handle complex guest issues, ensure high service standards, and maintain guest satisfaction.</li>
<li>Staff Supervision: Train, schedule, and manage front desk agents, concierges, and sometimes other related staff (like housekeeping).</li>
<li>Operations Management: Support daily front desk activities, manage room inventory, run reports, and ensure security procedures are followed.</li>
<li>Administrative Duties: Assist with payroll, data entry, and reporting, as well as coordinating with other hotel departments.</li>
<li>Leadership: Act as a leader, resolve problems, and maintain a positive environment for both guests and staff.&nbsp;</li>
</ul>
 
Qualifications:
<ul>
<li>Strong leadership, communication, and organizational skills.</li>
<li>Ability to multitask and manage time effectively.</li>
<li>Knowledge of hotel property, amenities, and the local area.</li>
<li>Extensive hotel front desk experience.</li>
<li>Supervisory or management experience preferred.</li>
<li>Hilton experience is ideal.</li>
</ul>
About Company 
As one of the top hotels in the fashionable Uptown Charlotte area, the DoubleTree Charlotte City Center offers an ideal location just eight miles from Charlotte Douglas Airport (CLT). Adjacent to the Spectrum Center, the property makes it easy to catch a concert or sporting event. It also provides close proximity to Bank of America Stadium, home of the NFL Carolina Panthers, Truist Center, and the Charlotte Convention Center.
A twelve-million-dollar renovation enhances the property’s rank as one of the most sought-after hotels in the area. Guests can now look forward to fully redesigned accommodations, the sky-high Rooftop 230 event venue, and a remodeled lobby now featuring a marketplace and full-service café. Previously existing top-notch amenities include an award-winning Italian eatery, forchetta, meeting, and event spaces that can accommodate up to 450 guests, and complimentary high-speed wireless Internet access.

Hotel Assistant Front Office Manager

<h3>Job Description</h3>
Job Description
Overall Scope and Responsibility:
 
Responsible for overseeing registration of new guests, departures, PBX, reservations, cashier close reports and front office reports. Interact and work closely with other departments in an efficient manner. Provide and maintain the highest possible service standards to our clientele at all times.
 
Essential Duties:
<ul>
<li>Oversees the registration process including inputting and retrieving information from computer, confirming pertinent information including number of guests and room rates. Assigns rooms based on guest's specific requests, VIP status etc. Issues keys and non-verbally confirms the room number and rate</li>
<li>Informs guests on hotel facilities and amenities, provides directions within the property. </li>
<li>Communicates luggage delivery / retrieval with the bell staff, and car requests with the valet if needed </li>
<li>Oversees basic accounting procedures including exchange of foreign currency, cash handling, posting charges to guest folio, making adjustments etc </li>
<li>Reviews reports such as credit limit report, arrivals/ departures, discrepancy report, group resumes etc and communicates pertinent information to the respective department </li>
<li>Communicates credit issues to all revenue generating departments</li>
<li>Projects a warm welcome, follows 10-5 rule, acknowledges waiting guests with no exception. Uses a clear and positive speaking voice, listens to understand requests, responds with appropriate action and provides options </li>
<li>Communicates guest requests with the appropriate department </li>
<li>Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve guest dissatisfaction using empowerment within acceptable limits. Consults FO managers for further assistance </li>
<li>Reviews departing guest's folios and invites guests back </li>
<li>Makes reservations </li>
<li>Acts as concierge assisting guests with directions, transportation and coordinated further accommodation through concierge.</li>
</ul>
Job Knowledge, Skills, &amp; Abilities
<ul>
<li>Guest Experience Manager preferred</li>
<li>Outgoing, people person, guest-first personality</li>
<li>Excellent communication, interpersonal, and organization skills.</li>
<li>Sense of ownership</li>
<li>Guest-oriented mindset</li>
<li>Strong leadership skills</li>
<li>Integrity and professionalism</li>
<li>Ability to develop the team through training and follow-ups</li>
<li>Attention to detail</li>
<li>Must be able to carry 10 lbs.</li>
<li>Commitment to superior customer service and excellent customer service skills.</li>
<li>Proven ability to influence a team and achieve results.</li>
<li>Flexibility and creative problem-solving ability.</li>
<li>Strong initiative and self-motivation.</li>
</ul>
<ul>
<li>Fluency in job related English both verbal and non-verbal.
<ul>
<li>An appreciation and respect for the diversity of all individuals in the workplace.</li>
<li>Ability to handle pressure and work in a fast paced environment.</li>
</ul>
</li>
<li>Must be able to work days, evenings, and weekends as necessary.</li>
</ul>
 
No job description for any position can possibly include all duties which may be requested by guests or required by the needs of the hotel. Listed above is a summary of the major responsibilities for this position.

Assistant Front Office Manager - Esme Hotel

<h3>Job Description</h3>
Job Description
Our Premier client is looking for an Assistant Front Office Manager for a Five Star Hotel in Charleston, SC.
 The primary role of the Assistant Front Office Manager position is supervising all front office staff while providing efficient, friendly, and excellent customer service at all times; maintaining a clean, professional, top-quality Front Office in accordance with hotel standards. The person applying to this position MUST have Four or Five Star and/or Four-Five Diamond hotel experience. FORBES CUSTOMER EXPERIENCE.
 
DUTIES &amp; RESPONSIBILITIES 
<ul>
<li>
Assist Front Office Manager in overseeing and supervising all Front Desk Agents, PBX operators, concierge, door staff, valets, and bell staff to ensure orderly workflow, maximum service to all guests and that hotel standard are being maintained. 
</li>
<li>
Assist in supervising Front Office, Reservations, and PBX colleagues; interview, hire, and train new colleagues, and conduct performance reviews. 
</li>
<li>
Provide a strong sense of arrival and welcome; greet all guests in a friendly, warm, and efficient manner, introduce guests personally to front desk agents. 
</li>
<li>
Assist with luggage and storage concerns. 
</li>
<li>
Anticipate and handle guest issues and concerns. 
</li>
<li>
Escort VIP’s to rooms whenever possible. 
</li>
<li>
Manage the traffic flow, both human and vehicular; help to direct guest service manpower to the appropriate area to ensure attentive coverage, in the circle, at the door, and in the lobby. 
</li>
<li>
Ensure the cleanliness and tidiness of the lobby areas, the motor entrance and circle, front desk, bell stand, and bell closest, keeping them all in peak shape. 
</li>
<li>
Coach and council bell, door, front desk, and PBX staff to correct any inappropriate behavior or sub-standard performance. 
</li>
<li>
Approve breaks, leaving times, etc. Approve town car usage. Supervise room deliveries. 
</li>
<li>
Assign duties for shifts; assist in opening and closing of shifts. 
</li>
<li>
Observe standard for the department in image, appearance, and grooming; properly represent the company and the profession to outside organization. 
</li>
<li>
Ensure operations proceed smoothly in conjunction with arrivals/departures and occupancy level of the hotel. 
</li>
<li>
Coordinate and remain in close communication with the Director of Rooms, group coordinators, and reservations and housekeeping departments. 
</li>
<li>
Review and analyze daily balance summaries, current room status reports and incoming arrival reports. 
</li>
<li>
Practice emergency procedures in compliance with hotel/company standards; react and assist in hotel emergency situations as needed. 
</li>
</ul>
REQUIRED SKILLS &amp; EXPERIENCE:
<ul>
<li>
Understanding of the luxury &amp; quality environment. 
</li>
<li>
College or Vocational Degree required. 
</li>
<li>
Minimum three years’ experience in the Front Office of a Four or Five Star and/or Four – Five Diamond hotel with 300+ rooms, with two years of progressive management experience. 
</li>
<li>
Regularly required to stand, walk, talk, and hear. 
</li>
</ul>
 
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job:
<ul>
<li>
Must be able to lift equipment, supplies, etc. of at least 30 pounds.
</li>
<li>
Must be able to resolve problems, handle conflict, and make effective decisions under pressure.
</li>
<li>
The role may require extended periods of time on your feet, especially during peak hotel hours or events.
</li>
<li>
Clear vision is important for reading reports, analyzing data, and overseeing Concierge activities.
</li>
<li>
Good hearing is necessary for effective communication with colleagues, guests, and stakeholders.
</li>
</ul>

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