Assistant Director of Front Office

About This Role

Assist in the direction and administration of all Front Office operations to deliver outstanding guest service and financial profitability. This role involves managing guest services, room inventory, budgeting, and team member development.

Responsibilities

• Assist in the direction and administration of all Front Office operations including guest service and registration, room inventory, marketing initiatives, and systems management
• Assist in monitoring and developing team member performance, including supervision, professional development, scheduling, counseling, evaluations, recognition, and reward
• Monitor and assess service and satisfaction trends, evaluate and address issues, and make improvements
• Oversee the VIP process, including reviewing reservations, administering amenity orders, managing resumes, updating inventory, monitoring special requests, and overseeing rate changes
• Initiate and implement marketing up-selling techniques to promote hotel services and facilities and maximize room occupancy and revenue
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing, policies, and local area information
• Run and complete daily reports, analyze data, and make decisions based on data
• Resolve guest issues and concerns to guest satisfaction
• Recruit, interview, and train team members

Requirements

• 2-3 years of previous front desk leadership experience
• Working knowledge of Microsoft Office Suite (Word, Outlook, Teams, Excel, PowerPoint)
• Working knowledge of OnQ PMS
• Ability to work a flexible schedule including weekdays, evenings, weekends, and holidays

Qualifications

• 2-3 years of previous front desk leadership experience

Skills

* Required skills