Assistant Front Office Manager

Hilton Appleton Paper Valley; Appleton (WI); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading hotel is seeking a Front Office Supervisor responsible for managing guest relations and staff operations to maintain quality standards. The role includes overseeing front office duties, ensuring compliance with policies, and fostering a positive team environment. Ideal candidates should possess strong customer service skills and relevant management experience, along with flexibility in shifts.

Benefits

401(k)

Health Insurance

Paid Time Off

Room Discounts

Employee Assistance

Qualifications

• Minimum 1-year front office experience, preferably in a hotel; 6 months supervisory experience.
• Proficient in basic math, effective communication skills.
• Willing to work 50 hours/week, including evenings and weekends.

Responsibilities

• Monitor and assess customer service quality; manage personnel decisions.
• Perform front desk duties: check-ins/outs, billing, cash discrepancies.
• Coordinate with departments to optimize efficiency and resolve complaints.

Skills

Customer Service

Effective Communication

Time Management

Multitasking

Teamwork

Education

High school diploma

Job description

Job Summary

This position is responsible for the efficient operation of the front office, PBX, and guest relations, ensuring quality standards, profitability, and customer satisfaction are maintained.

Essential Job Functions

This summary covers primary responsibilities and qualifications. The hotel operates 24/7, so shifts may vary.

1. Monitor and assess customer service quality; resolve complaints and identify trends for corrective actions.
2. Manage costs by reducing spoilage and waste; maximize room sales and revenue.
3. Estimate staffing needs based on business trends; prepare schedules; monitor attendance and payroll.
4. Handle personnel decisions, including hiring, firing, promotions; train staff; evaluate performance; promote productivity and safety; motivate employees.
5. Ensure compliance with policies, laws, and safety procedures; address urgent issues promptly.
6. Perform front desk duties: check-ins/outs, billing, folio processing, cash discrepancies.
7. Coordinate with departments to optimize efficiency and profitability.
8. Inspect facilities for cleanliness, safety, and standards compliance.
9. Maintain professional appearance standards for staff and self.
10. Follow housekeeping procedures and lost and found protocols.
11. Foster effective communication; conduct meetings; prepare correspondence.
12. Perform additional duties as assigned.
13. Enhance associate satisfaction; work collaboratively to ensure a positive work environment.
14. Be familiar with all shifts, including Night Audit and PBX.
15. Adhere to all policies, safety, and security procedures; report hazards and incidents.
16. Maintain a neat and professional appearance.
17. Assist other front desk staff as needed.

Knowledge, Skills & Abilities

• Proficient in calculator use and basic math.
• Effective communication skills in English, verbal and written.
• Accurate data entry using computer systems.
• Ability to observe and respond to emergency situations.
• Minimum 1-year front office experience, preferably in a hotel; 6 months supervisory experience; high school diploma preferred.
• Strong customer service skills.
• Effective teamwork and business communication skills.
• Time management and multitasking abilities.
• Ability to interpret and explain policies.
• Flexibility to adjust staffing for productivity and cost control.
• Supportive of team initiatives and capable of obtaining support from others.
• Able to perform supervisory duties.
• Willing to work 50 hours/week, including evenings, weekends, and holidays.

Physical Demands

• Stand and move throughout the front office.
• Stand for approximately 95% of the shift.
• Lifting up to 25 pounds.
• Occasional bending, reaching, twisting.
• Frequent talking, hearing, seeing, and smiling.

Benefits

• 401(k), Dental, Disability, Health, Life, Vision insurances
• Employee assistance, Flexible spending, Paid time off
• Room and food & beverage discounts

EEO: Driftwood Hospitality is committed to diversity and inclusion. We are an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, veteran status, or other protected classes.

Source: Driftwood Hospitality