Assistant Mgr Front Office

Atlanta, GA, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Salary

Range $40,000.00 - $52,000.00

Work Schedule

Weekend Shifts

Night Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Career development opportunities

flexible schedule

Job Description

IHG Hotels & Resorts is a global leader in hospitality, renowned for its commitment to delivering exceptional guest experiences and high-quality accommodations across its diverse portfolio of hotel brands. With thousands of hotels and resorts worldwide, IHG combines a rich heritage with innovation to create environments where guests feel welcomed, valued, and cared for. The company emphasizes sustainable practices, inclusivity, and community engagement, contributing positively both to the hospitality industry and the regions where it operates. Their dedication to professional growth and employee satisfaction makes them a sought-after employer in the hotel management sector. This position is within a luxury or upscale hotel environment governed by IHG standards, aiming to enhance guest satisfaction while contributing to the hotel’s operational success and profitability.

The role of Assistant Front Office Manager is pivotal within the hotel’s guest relations and front office operations. This management position involves assisting in overseeing all aspects of front desk and guest service-related departments, which may include guest registration, bell services, concierge services, business center operations, club lounge telephone services, and reservation management. A key responsibility is to ensure each guest receives prompt, courteous, and personalized service to maximize guest satisfaction and loyalty. This role requires close collaboration with various internal hotel departments such as Accounting, Revenue Management, Food and Beverage, Housekeeping, and Maintenance to promote seamless and high-standard service delivery throughout the hotel.

The Assistant Front Office Manager supports the Front Office Manager, stepping into the leadership role in their absence, managing daily activities, and ensuring appropriate staffing coverage. They help enforce brand standards and operational procedures, including cash handling, security protocols, and system usage training to maintain compliance and service excellence. The position demands strong leadership qualities to train staff effectively, address guest complaints with skillful service recovery, and oversee the aesthetic and functional maintenance of the front office and public areas. Additionally, the manager assists in labor cost control and achievement of revenue goals, fostering teamwork and communication across departments.

The salary for this role ranges from $40,000 to $52,000 annually, reflecting a competitive compensation package consistent with industry standards for managerial positions in hotel operations. This full-time employment opportunity also requires flexibility as it may involve working nights, weekends, and holidays. The Assistant Front Office Manager role is essential for ensuring that guests experience memorable stays through outstanding service and operational efficiency, helping to drive the business's overall success behind the scenes.

Job Requirements

Bachelor's degree in hotel management, business administration or related field
Two years front office or guest services experience including supervisory experience
Ability to speak fluent English
Ability to frequently stand behind the desk and front office areas
Ability to carry or lift items weighing up to 50 pounds
Ability to handle various objects
Ability to use a keyboard to operate property management and reservations systems
Strong communication skills for interacting with guests, employees and third parties
Reading and writing abilities for completing paperwork and reports
Mathematical skills including basic math and budgeting
Problem solving and organizational skills
Ability to work nights, weekends and holidays

Job Qualifications

Bachelor's degree in Hotel Management, Business Administration or related field
Two years front office/guest services experience including supervisory experience
Fluent English speaker
Other languages preferred
Demonstrated ability to interact with guests, employees, and third parties reflecting highly on the company
Strong reading and writing skills
Proficient in basic math, budgeting, and profit/loss concepts
Effective problem solving, reasoning, motivating, organizational and training abilities
Ability to work nights, weekends, and/or holidays

Job Duties

Assist in managing the day-to-day activities of the Front Office staff
Schedule employees to ensure proper coverage
Recommend and/or initiate salary, disciplinary, or other staffing/human resources-related actions according to company rules and policies
Alert management of potentially serious issues
Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards
Ensure guests receive prompt, professional attention and personal recognition
Ensure guests are greeted upon arrival
Respond appropriately to guest complaints
Implement service recovery gestures to ensure total guest satisfaction
Schedule and conduct routine inspections of the front office and public areas
Assist in creating and implementing action plans to correct deficiencies
Assist in monitoring and controlling labor costs and expenses
Assist in achieving revenue and profitability goals
Maintain procedures for security of monies, credit and financial transactions, and guest security
Check billing instructions and guest credit for compliance with hotel credit policy
Train staff on PBX procedures for emergency/crisis communications
Promote teamwork and quality service through daily communication and coordination with other departments
Interact with guests to ensure satisfaction
Communicate with regulatory agencies regarding safety and emergency matters
Serve as manager on duty as required
Perform other duties including assisting staff during peak periods