Assistant Front Desk Manager

GATEWAY HOTEL & CONFERENCE CENTER; Ames (IA); On-site; USD 45,000 - 55,000; Full time

Job summary

A leading hotel and conference center in Ames, Iowa, is looking for an Assistant Front Desk Manager to lead the Front Office team and enhance guest experiences. This role involves ensuring superior service standards, managing staff performance, and collaborating with other departments for group bookings. Ideal candidates should have a background in hotel operations, strong leadership skills, and a commitment to guest satisfaction. Join our team to contribute to a vibrant hospitality environment.

Qualifications

• Experience in a supervisory role in a hotel or hospitality setting.
• Strong communication skills with a focus on guest satisfaction.
• Ability to handle cash and financial transactions accurately.

Responsibilities

• Support daily Front Office operations and maintain service standards.
• Monitor guest feedback and handle complaints effectively.
• Assist in managing team performance and training initiatives.
• Coordinate with Sales for group bookings and special events.

Skills

Guest service excellence

Team leadership

Conflict resolution

Cash handling

Tools

Property Management System (PMS)

Job description

The Assistant Front Desk Manager assists in leading the Front Office team to deliver outstanding service throughout the entire guest experience—from reservations and arrival to stay and departure. This role helps develop front office supervisors and staff, ensures operational efficiency, and maintains high standards for guest service, communication, and billing accuracy.

Essential Duties and Responsibilities

• Support the daily operations of the Front Office while ensuring service standards consistently exceed guest expectations.
• Monitor and evaluate guest feedback, respond to concerns, and ensure timely follow-up and resolution.
• Ensure accurate and thorough cash handling procedures during both weekday and weekend operations.
• Investigate discrepancies and troubleshoot operational issues to improve processes and staff performance.
• Collaborate with the Sales Department to coordinate group bookings, special events, and VIP arrivals.
• Maintain clear and consistent communication with team members to support departmental goals and operational priorities.
• Professionally handle guest complaints, disputes, and service recovery situations in a timely and effective manner.
• Assist in managing staff performance and coaching team members to deliver exceptional guest service.
• Work closely with the Front Office Manager on departmental initiatives, goals, and improvement projects.
• Lead ongoing training initiatives and utilize available training tools to support employee development.
• Maintain the highest standards of guest and employee safety and security.
• Assist with accident investigations and support proactive safety initiatives.
• Ensure compliance with company policies, operational standards, and applicable legal regulations.
• Manage the payment of commissions to online travel agencies (OTAs).
• Support the coordination and management of group room bookings and reservations.
• Deploy and update rate strategies in the Property Management System (PMS) and online extranets to maximize revenue and RevPAR.
• Other duties as assigned.