Assistant Front Office Manager

Full-Time

Assistant Front Office Manager — Overnight Relief
Reports To: Director of Front Office

Overview

A midsize Murray Hill property is seeking an Assistant Front Office Manager to join its team. The AFOM is responsible for ensuring the seamless day-to-day operation of the front desk in an attentive, efficient, and courteous manner. This role is essential in delivering quality service to all guests throughout their stay while maximizing room revenue and occupancy.

Responsibilities

The AFOM oversees the daily operation of the front desk and serves as the primary liaison across all areas impacting the guest experience. This role plans, directs, and coordinates front office activities to ensure exceptional service standards are consistently met, while exercising independent judgment and initiative in carrying out overall responsibilities.

• Treats all guests with courtesy and respect in a variety of situations; upholds honesty and integrity at all times.
• Supervises the Front Office Department and conducts pre-shift meetings.
• Motivates, trains, and develops team members through orientation, developmental reviews, short-take training, and monthly departmental meetings.
• Assigns, coordinates, and supervises the work activities of Guest Service Agents.
• Prepares team member schedules, completes payroll, and monitors labor costs against daily occupancy and operational demands.
• Manages same-day room inventory and rate yielding to maximize revenue and occupancy.
• Ensures all shift closings, room deposits, refunds, and rebates are completed accurately with all necessary paperwork in order.
• Conducts performance reviews with direct reports.
• Responds immediately to emergency situations, completes incident reports, and follows up with guests and staff as needed.
• Takes personal responsibility for resolving service issues and creating memorable guest experiences.
• Able to function as a front desk agent, especially in terms of check-in and check-out procedures, and step in when needed.
• Maintain constant communication with Housekeeping and Engineering
• Review prior Shift Reports and Night Audit Reports daily.

Qualifications

• At least 3 years of progressive experience in a hotel.
• Supervisory experience required.
• A 2-year or 4-year college degree preferred.
• Must speak and write clearly- second language a plus.
• Extremely organized and able to ensure accurate and timely submission of all work.
• Available all hours as required, including: mornings, nights, overnights, weekends, and holidays.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Perform other duties as requested.
• Experience with Stay N Touch (PMS) preferred.

Benefits

• Medical, Dental, and Vision Insurance
• 401(k) Plan
• Paid Time Off (full-time employees)
• Must be able to work extended hours, including standing, bending, and lifting up to 45 lbs.