Front Office Assistant Manager

Compensation: USD 72,000 - USD 74,000 - yearly

Company Description

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Ability to make a difference through our Corporate Social Responsibility activities like Planet 21.

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Job Description

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

The Assistant Front Office Manager's is a key member of our team with the primary function 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.

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 DayDuties 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.

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.

Responsible for bank and maintaining it at the correct amount.

Be up to date on all guest services, promotions, and events in the hotel.

Handle guest complaints, react quickly, logging and notifying proper areas to service guests

Coordinate timely availability of guestrooms with Housekeeping for check-in

Oversee Bell and Door staff

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

Log all absenteeism and employee lateness

Oversee key inventory

Complete special projects in a timely manner as required by FOM or GM

Block rooms for special groups

Other duties as required.

Qualifications

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

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

Additional Information

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

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