PURPOSE
The Front Desk Assistant Manager is responsible for supporting the daily operations of the Front Office and Guest Services departments, ensuring exceptional guest and employee satisfaction. This role assists in maintaining front desk operations and communications in alignment with hotel standards to deliver the highest level of guest experience. The Front Desk Assistant Manage acts as a key point of contact for guests and collaborates closely with all hotel departments to ensure smooth and efficient operations.
RESPONSABILITIES
- Assist in planning, organizing, facilitating, and participating in hotel and departmental meetings.
- Support compliance with brand standards, operating procedures, and company policies.
- Help provide direction, support, training, and tools to the Front Office team to foster empowerment and effective decision-making in handling guest and operational challenges.
- Supervise daily front desk activities and coordinate with other departments to ensure complete guest and team member satisfaction.
- Participate in Fire Safety and Loss Prevention programs and ensure compliance within the department.
- Monitor team performance and support corrective actions, coaching, and development when necessary.
- Participate in the recruitment and interview process for Front Office positions.
- Support onboarding, orientation, and ongoing training programs according to Mondrian standards.
- Review guest feedback reports to identify areas of improvement and assist in implementing service enhancement initiatives.
- Respond directly to guest concerns and feedback when required, ensuring timely resolution and guest satisfaction.
- Monitor daily availability and occupancy and communicate with the Revenue team regarding operational challenges and opportunities.
- Maintain accurate records of guest incidents, service recovery cases, online reviews, and guest feedback platforms such as TripAdvisor, Google Reviews, Revinate, and ReviewPro.
- Stay informed about daily events, group arrivals, departures, VIP guests, and operational updates.
- Enter and update reservations in Opera Cloud, ensuring booking accuracy and avoiding duplicate reservations.
- Maintain thorough knowledge of all hotel outlets and services to provide accurate information and personalized recommendations to guests.
- Build strong relationships with repeat guests, loyalty program members, and VIP guests to create a welcoming and personalized experience.
- Support special projects and operational tasks assigned by the General Manager and/or Director of Operations.
- Understand hotel financial objectives and support efforts to achieve budget and revenue goals.
- Monitor staff scheduling, overtime, and attendance for the Front Office team.
- Maintain a positive attitude and strong attention to detail throughout all shifts.
- Collaborate closely with reservations and other departments, supporting team members whenever assistance is needed.
- Remain calm and professional during high-volume periods while ensuring operational efficiency.
- Perform any other reasonable duties assigned by supervisors or management.
- Support hotel operations with flexibility and teamwork, recognizing the dynamic nature of the hospitality industry and commitment to exceptional guest service.
- Communicate effectively, both verbally and in writing, providing clear and professional instructions.
- Interact with employees and guests using a positive, professional, and service-oriented approach.
- Remain calm, alert, and solution-oriented during emergencies or high-pressure situations, serving as a role model for the team.
- Collaborate effectively with other hotel departments to ensure seamless guest experiences.
- Make sound operational decisions using professional judgment and prior experience, adapting procedures when necessary to meet business needs.
- Support cost-control initiatives and contribute to profitability improvements within the Front Office department.
QUALIFICATIONS
- Previous experience as Assistant Front Desk Manager within hospitality or luxury hotel environments preferred.
- Strong leadership, communication, and organizational skills.
- Experience with hotel management systems such as Opera Cloud preferred.
- Ability to multitask and work effectively in a fast-paced environment.
- Strong guest service orientation and problem-solving skills.
- Flexibility to work weekends, holidays, and varied schedules as required.
- Advanced English proficiency preferred.