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0-5 years of experience
Assigned specific duties to Front Office staff to efficiently operate a 350-room hotel.
- Assisted in the daily maintenance of room inventory status to achieve maximum revenue.
- Supervised the activities and the service levels of 8 Guest Service Agents, and 4 Bellmen Attendants daily.
- Coordinated activities with other hotel departments in order to increase levels of communication and guest satisfaction.
- Acted as liaison between sales and front desk staff in order to ensure that all group events were executed perfectly.
- Qualified sales leads and lead sales tours whenever Sales Manager was not on property.
0-5 years of experience
Cross-trained for a week with Housekeeping managers to get insight and experience.
- Lead the department with other assistant managers after Front Office Manager not replaced.
- Oversaw the hotel as a night manager for two weeks at a time on a rotating schedule.
- Participated in the training, hiring, and documenting of all departmental staff.
- Created positive experiences by engaging and welcoming guests as they enter and pass through the lobby.
- Planned and moderated monthly department meeting and received positive feedback from peers.
0-5 years of experience
Handled upset guests and dealt with multiple tasks at once to ensure guest satisfaction
- Ensured that front office paperwork was completed quickly and efficiently to help operations run smoothly
- Gained expert knowledge Microsoft programs, including Outlook
- Maintained scheduling and payroll for ten associates
- Created incentive programs to promote sales and customer service scores for the Front Desk team
0-5 years of experience
Responsible for overseeing Front Desk and Security operation which consisted of training, coaching/counseling, empowering, and scheduling 15 associates. Continuously provide and maintain a safe environment and demonstrate exemplary customer service.
- Performed check ins and check outs of guests as needed.
- Followed up with all guest comment cards via email, mail, or telephone and provided any necessary service recovery.
- Monitors payroll on a daily basis to ensure the maximum productivity while staying within budget.
- Coordinates with all departments such as Housekeeping and Catering Sales to review daily events to offer the best support to employees and guests.
- Continuously coached and counseled associates by role playing likely guest interactions and providing constructive criticism to better meet the expectations of the guest.
- Attended and participated in meetings coordinated within the hotel as well as community meetings which focused on tourism and safety.
0-5 years of experience
Increased Service and Loyalty Tracking (SALT) scores by 30% during time at property.
- Introduced an email system for all front desk agents to communicate.
- Created a streamlined system for finding files and tracking guest needs.
- Responsible for monthly meetings, inventory, ordering supplies, balancing check book, training and discipline of all associates.
0-5 years of experience
Ensured guest satisfaction and safety while spurring revenue for hotel. Provided high-quality hospitality to all guests through responsive issue resolution and assistance, serving as Manager on Duty.
- Ensured that all Front Office employees were trained in the latest customer service techniques and tools.
- Monitored scheduling and training programs of Lobby Assistant, Concierge, and Bell / Door Staff.
- Implemented overbooking and selling strategies to spark enhanced revenues.
- Calculated payroll and work schedules, and produced printed reports.
- Performed and monitored required system audit functions.
0-5 years of experience
Managed and Scheduled a team of 25 team members
- Organized and trained Team on hotel general knowledge/brand standards in accordance with Hilton’s Certification
- Responsible for Guest Assistance Files and guest surveys and worked on how to improve hotel satisfaction & loyalty
- Conducted and led Front Office pre-shifts and Front Office monthly meetings
- Increased SALT Scores (Satisfaction And Loyalty Tracking) by approximately 2% in all categories
0-5 years of experience
Worked with Food and Beverage staff to develop incentive program to drive dinner sales.
- Developed Front Office incentive programs resulting in increased Associate Satisfaction.
- Developed New-Hire training schedules and programs that directly impacted a positive Guest Satisfaction rating.
- Controlled front office budget including processing invoices, assisted in Profit and Loss reviews, and ensured productivity was inline.
- Assisted in making At Your Service a more efficient team by developing and implementing new processes.
0-5 years of experience
Assisted in the opening of the 200 room property, including recruitment and training of front desk staff, creation and implementation of LSOP’s, and development of training materials for front desk associates.
- Acted as Manager on Duty 2-4 nights per week
- Listened and act on guest issues and concerns and ensure that all of their needs are met promptly and to their complete satisfaction
- Assisted FOM in managing web based reservations system by working closely with the Director of Sales to ensure that all negotiated rates were published and available for use
- Created development plans for associates to assist them in professional growth with the company
0-5 years of experience
- Performed associate reviews and enforced progressive discipline, including Coach and Counseling sessions
- Scheduled staff to ensure proper levels of customer service, while also meeting payroll demands
- Managed the resort as the Manager on Duty five nights per week, dealing with escalated guest issues
- Responded to Guest Assistance files and SALT/Medallia responses that required careful verbiage and critical thinking, while using advanced conflict resolution skills in escalated circumstances
- Promoted increasing the revenue stream by using programs such as NOR1 and other methods
- Conducted and set agendas for monthly BEC meetings with associates department-wide
- Participated in employee recognition programs and ensured our property and employees met all Hilton brand standards, Allegiance Hospitality service standards and maintained a Triple-A Four Diamond Rating
0-5 years of experience
Served as Manager on Duty overseeing front office, valet, and restaurant operations.
- Trained new hires on hotel policies and procedures and coached team members.
- Created incentive program to obtain more comment cards from guests.
- Provided feedback to other departments to improve quality of hotel’s product.
- Collaborated with Director of Operations to evaluate team member performance.
- Promote drevenue-generating initiatives such as upselling, promotion of restaurant’s happy hour specials.
- Created detailed pass down log to inform team of guest incidents, room moves, credit issues,
Assistant Front Office Manager Duties and Responsibilities
The Assistant Front Office Manager must oversee various tasks to ensure the smooth operations of a hotel or physicians’ front desk area. We have reviewed several job listings and found the following among the core Assistant Front Office Manager duties and responsibilities.
Address Guest Concerns and Provide Customer Satisfaction An Assistant Front Office Manager is quite often the person to whom guest complaints and concerns are addressed. Assistant Front Office Managers must be ready to respond to a wide variety of requests and must be able to address concerns in a timely and professional manner. Requests can range from extra linens or towels to having other guests reduce noisy activities. As part of this responsibility, Assistant Front Office Managers might instruct other hotel personnel such as security staff or room attendants to address these or similar issues.
Train Staff It is often up to the Assistant Front Office Manager to provide necessary training to all personnel working front desk operations. This might include training employees in using hotel computer systems, applying guest services techniques and handling telephone inquiries. They will also explain all hotel policies and pricing to front office staff. Assistant Front Office Managers might be involved with recruiting and reviewing applications for hiring new staff members.
Process Payments During the check-in process, guests will often be required to make payment on their room. An Assistant Front Office Manager will process cash or credit card payments. They are also often responsible for maintaining a balanced account.
Assistant Front Office Manager Skills
To be a successful Assistant Front Office Manager, you will need to have strong written and verbal communication, decision-making and organizational skills. You should be a leader who can both supervise employees and provide customer service to hotel guests. The ability to work independently and in teams is important for Assistant Front Office Managers. Besides these general skills, many employers might look for potential HR Coordinator candidates to possess the following skills. Core skills: Based on job listings we looked at, employers want Assistant Front Office Managers with these core skills. If you want to work as an Assistant Front Office Manager, focus on the following.
- Monitoring trends in reservations, customer concerns, etc.
- Evaluating the performance of front office staff
- Overseeing staff levels and schedules
- Understanding hotel procedures and policies
- Communicating with management regarding employee and customer service issues
Advanced skills: While most employers did not require the following skills, multiple job listings included them as preferred. Add these to your Assistant Front Office Manager toolbox and broaden your career options.
- Knowledge of electronic hotel reservation systems
- Ability to multi-task
- Understand payroll and inventory management
Assistant Front Office Manager Resources
If you are interested in a career as an Assistant Front Office Manager, you might find it helpful to consult various resources about this position. We have provided some online and print resources below that will give you an idea of what it is like to train to be and work as an Assistant Front Office Manager. On the Web
Are Morch – A professional hotel blogger and social media manager offers customer service and satisfaction advice for those in the hotel industry.
Little Hotelier Blog – Advice and tips for best practices in front office management, addressing such topics as best management systems and best online booking systems. Industry Groups
American Hotel & Lodging Association (AHLA) – An advocacy organization for all types of hotel employees, providing conventions and networking opportunities.
American Hotel & Lodging Educational Institute (AHLEI) – An organization devoted to the training and certification of hotel staff, including those involved in front desk operations. Offers videos, guides, workbooks and print and electronic books. Books
Hotel Front Office Management 5th Edition – A comprehensive look at the world of front office management, from management styles to the use of technology.
Supervision in the Hospitality Industry 7th Edition – An extensive manual on how to communicate with, supervise and evaluate employees working in hotels and other hospitality environments.
Front Office – A helpful reference book that uses real-life industry scenarios to illustrate how front office managers and Assistant Front Office Managers can understand procedures, apply management skills and work with guests and hotel staff.
Professional Front Office Management 1st Edition – Written by a hotel manager/owner, this book explores the ways in which front office personnel can ensure successful guest services and satisfaction.
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
