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The Assistant Front Office Manager is responsible for all duties of the front desk operation which includes staff training, inter-department communications, and staff scheduling. The Front Office Manager should possess strong communication skills and demonstrate leadership abilities. In addition to assisting in the operation of the Front Office operation and guest services personnel, this position will respond quickly to guest requests and/or complaints in a friendly manner and ensure that appropriate action is taken to guarantee guest satisfaction. This position also contributes to our VIP guest experience including Club lounge operation and Concierge services.

Duties include, but are not limited to:

• Responsible for short and long-term planning and the management of the hotel’s Front Office operations
• Develop and recommend the budget, labor cost plans and objectives and manages within those approved plans
• Maintain guest room inventory
• Coach and counsel employees to reflect Hyatt Service Standards and Procedures
• Perform all tasks of a Front Office Staff as needed to facilitate service
• Ensure all operations and cash handling are done per policies and procedures
• Maintain excellent communication with the housekeeping department
• Maintain information on prices, rates, specials, packages, programs, etc., while ensuring all staff are trained in all areas
• Knowledgeable and able to uphold health and food safety standards
• Analyze, investigate, and resolve guest complaints
• Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and time tables
• Ensures proper staffing levels for customer service goals
• Coach and counsel employees to reflect Hyatt service standards and procedures

Qualifications

• Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds
• 3 years or more of progressive hotel Rooms Management experience
• Service oriented style with professional presentations skills
• At least 2 years progressive management experience within the Rooms Division of a hotel
• Hotel/Hospitality degree an asset
• Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
• Clear and concise written and verbal communication skills in English
• Must be proficient in Microsoft Word and Excel, proficiency in Canva preferred
• Must have excellent organizational, interpersonal and administrative skills