Hotel Front Office Assistant Manager

Milwaukee, WI, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Salary

Range $45,300.00 - $64,000.00

Work Schedule

Rotating Shifts

Flexible

Weekend Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Employee Discounts

Retirement Plan

flexible schedule

Career Development

Job Description

This position is offered by a renowned hotel operating in a fast-paced and high-energy environment where exceptional guest service is paramount. The hotel is dedicated to delivering a memorable experience to every guest, ensuring their satisfaction through meticulous attention to detail and a responsive team. Being a hospitality establishment, it is known for its commitment to upholding high standards of service, combining comfort, convenience, and luxury to create an inviting atmosphere that appeals to both leisure and business travelers. The hotel prioritizes integrity, ethical behavior, and continuous professional development of its team members. This is a dynamic and challenging workplace, requiring staff who are adaptable, professional, and dedicated to the mission, vision, and values of the organization.

The role of Hotel Front Office Assistant Manager is crucial for maintaining the exceptional quality of guest interactions from the moment they enter the premises. Reporting directly to upper management, this position involves overseeing approximately twenty team members across the front desk, concierge, group room coordination, and supervisory staff. The Assistant Manager plays a key leadership role in managing daily operations, ensuring that all guests are promptly greeted, registered, and accommodated with the highest level of professionalism and courtesy. This position demands flexibility in work shifts to cover various hours, including late nights, early mornings, weekends, and holidays, reflecting the 24/7 nature of hotel operations.

The Assistant Manager is charged with carrying out management responsibilities that include recruitment, onboarding, scheduling, training, performance appraisals, and discipline of staff to foster an environment of high performance and motivation. They also develop, implement, and evaluate operational strategies and processes to maximize efficiency and enhance guest satisfaction. Handling guest inquiries, special needs, complaints, and concerns is a central duty that requires strong problem-solving skills and the ability to maintain a positive guest experience. Financial management responsibilities such as credit control, handling transactions, maintaining guest security, and emergency response procedures fall under the purview of this role as well.

This position requires a strong understanding of hotel policies, internal controls, and compliance regulations to uphold standards and ensure smooth operations. The Assistant Manager also ensures that the hotel's physical environment—including the entrance, public areas, and front desk—is kept safe, clean, and inviting. This is a leadership position that demands excellent communication skills, discretion in handling confidential information, and the ability to work under pressure in a busy atmosphere. Candidates should be proficient in standard office software and preferably experienced with customer service and booking software.

This is an excellent opportunity for hospitality professionals seeking to advance their career in hotel management while contributing to a respected and guest-focused organization. Compensation is competitive and commensurate with experience, with the expectation that candidates will bring flexibility regarding shift work. Overall, this role offers a unique chance to work in a rewarding environment that values dedication, guest service excellence, and team collaboration.

Job Requirements

A high school diploma or equivalent
Four years of hospitality experience including hotel front desk or office experience
Two years of supervisory or managerial experience required
Ability to use standard office equipment and knowledge of Microsoft Office
Experience using customer service and reservations software preferred
Ability to read and interpret documents such as internal controls, financial reports, and legal documents
Ability to maintain discretion in handling confidential information
Ability to interact with stakeholders at all levels and communicate effectively before groups of guests or team members
Ability to work irregular hours and extended shifts including late nights, early mornings, weekends, and holidays
Ability to talk, hear, operate a personal computer, and move freely throughout the office and property
Specific vision abilities including close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus

Job Qualifications

A high school diploma or equivalent
Four years of hospitality experience including hotel front desk or office experience
A Bachelor's degree in Hospitality, Business, or related field may substitute for 2 years of experience
An Associate's degree in Hospitality, Business, or related field may substitute for 1 year of experience
Two years of supervisory or managerial experience
Ability to use standard office equipment and knowledge of Microsoft Office
Experience using customer service and reservations software preferred
Ability to read and interpret documents such as internal controls, financial reports, and legal documents
Ability to maintain discretion in handling confidential information
Ability to interact with stakeholders at all levels and communicate effectively before groups of guests or team members
Ability to work irregular hours including late nights, early mornings, weekends, and holidays
Ability to talk, hear, operate a personal computer, and move freely throughout the office and property
Specific vision abilities including close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus

Job Duties

Oversee the front desk, concierge, and group room services and staff to ensure all hotel guests are greeted, registered, and accommodated in a timely and pleasant manner
Carry out management responsibilities in accordance with the organization's policies and applicable laws including interviewing, hiring, training team members
scheduling and motivating team members
planning, assigning, and directing work
appraising performance
rewarding and disciplining team members up to and including termination
addressing complaints and resolving problems
Develop, implement, and evaluate all hotel front desk and group room service operations, processes, and strategies to ensure optimal guest service
Manage guest communications, inquiries, special needs, complaints, and concerns and take corrective action with the goal of producing a positive interaction and experience for all hotel guests
Maintain procedures for credit control, handling of financial transactions, security of monies, guest security, and emergency response
Maintain policies and procedures applicable to performance standards, functions, and responsibilities of the front desk and group room services
Ensure hotel entrance, public areas, and front desk are safe, clean, and attractive
Establish, update, and ensure full compliance with departmental Internal Controls, policies, procedures, and regulations
Perform other duties as assigned