Front Office Assistant Manager

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This role plays a crucial role in ensuring exceptional guest experiences and smooth front office operations. We are seeking an enthusiastic and detail-oriented Front Office Assistant Manager to join our team in Boston, United States. 

The Front Office Assistant Manager is a key member of our hospitality management team.                       The Assistant Front Office Manager’s primary function is to manage the daily operations of the front office.  They are a supervisor to all Front Office personnel, assists with guest complaints, and represents Management in the front office in the absence of Front Desk Manager.

The Assistant Front Office Manager is responsible for the running of the daily operation of their shift, by providing support to the front desk staff and assisting in any guest challenges that may occur. Additionally, this role performs projects, reporting and daily operational initiatives on an as needed basis.

Day to Day Duties and Functions may include:

• Approach all encounters with guests and employees in a friendly, service-oriented manner.
• Maintain regular attendance in compliance with Fairmont Standards, as required by scheduling which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, outlined by Fairmont Hotel’s and Resorts grooming policy
• Comply at all times with Fairmont standards and regulations to encourage safe and efficient hotel operations.
• Responsible for checking house count and maintaining its accuracy.
• Assist Guest Service Agents (GSAs) with check in and checkouts, confirming all standard operating procedures are followed properly.
• Supervise front desk agent with daily duties.
• Train new employees, help to develop and implement training programs
• Verify and adjust payroll for hourly staff
• Conduct interviews of potential candidates for GSA positions
• Coach and counsel GSAs, Operators and Bell staff on performance, communication and standards
• Maintain performance log for GSAs and perform disciplinary action as necessary.
• Authorize and sign adjustments and paid outs over the limit.
• Oversee discrepancy report and monitor follow-through.
• Responsible for bank and maintaining it at the correct amount.
• Be up to date on all guest services, promotions, and events in the hotel.
• Understand all duties of FOM and handle related duties in their absence.
• Handle guest complaints, react quickly, logging and notifying proper areas to service guests
• Coordinate timely availability of guestrooms with Housekeeping for check-in
• Have complete knowledge of PBX systems and oversee telecommunications staff
• Oversee Bell and Door staff as required.
• Confirm all daily duties are completed by Front Desk Agents, Operators, and Bell staff
• Must be able to perform all Front Desk duties.
• Brief staff daily on events of the day
• Assure entire staff is updated with new policies and procedures.
• Work with Front Desk staff to maintain and improve guest service scores
• Maintain a presence at hotel meetings and committees, as required
• Responsible for ongoing special projects and duties within the Front Office

Marginal:

• Oversee supervisor’s complaint and request log
• Log all absenteeism and employee lateness
• Oversee key inventory
• Complete special projects in a timely manner as required by FOM or GM
• Monitor energy management, PBX Pay TV consoles to ensure proper functioning of equipment
• Block rooms for special groups
• Participate in Rooms Inspection Programs
• Other duties as required.

EDUCATION & EXPERIENCE:

• 1+ year of progressive Front Office supervisory experience in a hotel
• 2 or 4 year college degree preferred
• Experience in Front desk or customer service in a Hotel environment

SKILLS & ABILITIES:

• Proficiency in hotel PMS systems (Opera knowledge a plus)
• Strong communication and problem-solving skills
• Ability to work well under pressure and maintain composure
• Capable of handling financial information and data
• Excellent customer service orientation

PHYSICAL REQUIREMENTS:

• Able to stand for extended periods
• Capable of light work, including lifting up to 20 pounds occasionally

OTHER:

• Flexibility to work long hours as required
• Proficient in using office equipment and software

Salary Range:  72,000.00 - 74,000.00 USD Annually

All your information will be kept confidential according to EEO guidelines.