Hotel Front Office Assistant Manager

Milwaukee, WI, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Rotating Shifts

Flexible

Day Shifts

Weekend Shifts

Night Shifts

Benefits

pay based on experience

Flexible work schedule

Professional development opportunities

supportive work environment

Employee Discounts

health benefits

Retirement Plan

Job Description

This establishment is a dynamic hotel environment committed to providing exceptional guest service within a fast-paced and high-energy setting. The hotel aims to ensure that every guest enjoys a comfortable and memorable stay by delivering outstanding service from the moment they arrive. The team operates under a mission, vision, and set of values that emphasize integrity, professionalism, and dedication to quality hospitality. Recognized for its vibrant atmosphere and attention to detail, the hotel places a strong emphasis on customer satisfaction and operational excellence across all departments, especially at the front office where guests first interact with the hotel.

The role of Hotel Front Office Assistant Manager is integral to the smooth operation of the hotel's front desk and guest services. This position requires a leadership presence to manage and oversee approximately 20 team members, including Front Desk Agents, Supervisors, a Group Room Coordinator, and Concierge staff. The Assistant Manager is responsible for ensuring that guests are greeted, registered, and accommodated efficiently and courteously. This role demands a high level of flexibility, as schedules can vary with shifts covering early mornings, late nights, weekends, and holidays, reflecting the 24-hour nature of hotel operations.

As an Assistant Manager, you will take on a spectrum of management responsibilities that cover interviewing, hiring, training, scheduling, motivating, planning work assignments, appraising performance, and disciplinary actions. You will also handle guest communications, special requests, and complaints promptly and professionally, aiming to turn every interaction into a positive experience. Financial responsibilities include maintaining credit control procedures and securing guest and hotel assets. Safety and cleanliness throughout the hotel entrance and public areas are also under your purview, ensuring a welcoming environment.

The role requires a person with strong organizational and communication skills, someone who can enforce policies and internal controls effectively in line with organizational standards and legal requirements. Problem-solving and maintaining confidentiality are important aspects of this position, as well as the ability to interact smoothly with all stakeholders within the hotel environment. This position offers pay based on experience and emphasizes the importance of ethical standards and a strong commitment to the company’s goals and guest satisfaction.

Job Requirements

High school diploma or equivalent
Four years hospitality experience including hotel front desk or office experience
Two years supervisory or managerial experience
Ability to use standard office equipment and Microsoft Office
Ability to read and interpret documents such as internal controls and financial reports
Ability to maintain confidentiality
Excellent communication skills
Flexibility to work various shifts including nights, weekends, and holidays
Ability to talk, hear, operate a computer, and move freely throughout the property
Specific vision abilities including close, distance, peripheral vision, depth perception, and ability to adjust focus

Job Qualifications

High school diploma or equivalent
Minimum four years hospitality experience including hotel front desk or office experience
Bachelor's degree in Hospitality, Business, or related field can substitute two years of experience
Associate's degree in Hospitality, Business, or related field can substitute one year of experience
Two years of supervisory or managerial experience
Ability to use standard office equipment and Microsoft Office
Preferred experience with customer service and reservations software
Ability to read and interpret internal controls, financial reports, and legal documents
Excellent communication skills with ability to interact effectively with guests and team members
Ability to maintain discretion handling confidential information
Flexibility to work irregular hours including nights, weekends, and holidays

Job Duties

Oversee the front desk, concierge, and group room services and staff to ensure timely and pleasant guest accommodations
Carry out management responsibilities including interviewing, hiring, training, scheduling, motivating, appraising performance, rewarding, disciplining, and terminating team members
Develop, implement, and evaluate all front desk and group room service operations and strategies
Manage guest communications, inquiries, special needs, complaints, and concerns with corrective actions
Maintain procedures for credit control, financial transactions, guest security, and emergency response
Ensure hotel entrance, public areas, and front desk are safe, clean, and attractive
Establish and ensure compliance with departmental internal controls, policies, procedures, and regulations