Assistant Front Office Manager

AT&T Hotel and Conference Center; Austin (TX); On-site; USD 52,000 - 73,000; Full time

Benefits offered by this job

Paid vacation days

Annual merit increases

11 paid holidays

Free daily shift meals

Discounted parking

Referral bonus

Job summary

AT&T Hotel and Conference Center seeks an Assistant Front Office Manager to help lead the Front Desk team and support daily operations. The role focuses on guest satisfaction, staffing, and maintaining service standards across departments.

The AFOM will participate in the Rooms Division duty schedule, manage VIP reports, and contribute to staff development and performance reviews to uphold Platinum Service excellence.

Qualifications

• 2 or 4 years college degree preferred but not required.
• Knowledge of OPERA is highly preferred.
• Previous management and leadership experience is required (supervisory experience is okay).

Responsibilities

• Assist Front Office Manager with the daily operation of the Front Desk and manage Guest satisfaction.
• Coordinate with departments to ensure staffing, service and financial standards are met.
• Maintain VIP reports and inventory control for rooms.
• Participate in Manager on Duty schedule and lobby greeter rotation.
• Interview candidates, conduct performance reviews and manage staff as required.
• Ensure appearance standards and policy compliance.

Skills

Staff management

Customer service

Communication

Problem solving

Leadership

Scheduling

Education

Associate or Bachelor’s degree preferred

Tools

OPERA PMS

Job description

Come join our team! We are looking for our next Assistant Front Office Manager (AFOM) to help lead our Front Desk team! Hook 'em!

Manage the daily operations of the front desk by providing support to front desk staff and assisting with any guest challenges.

Essential Functions

• Assist the Front Office Manager with the daily operation of the Front Desk, coordinating with other departments as required to manage Guest satisfaction. Assist with the day-to-day operation of the Front Desk by ensuring staffing, service and financial standards are met. Prepare any relevant reports or documentation as needed
• Ensure the day-to-day operation of the Front Desk meets AAA 5-Diamond, and PLATINUM SERVICE standards at all times by working along side colleagues on a regular basis
• Participate in the Rooms Division daily Manager on Duty schedule rotation and become part of the Lobby Greeter rotation
• Attend management meetings and those that relate to the Front Desk
• Responsible for the day of rooms inventory control, effective blocking of reservations to maximize occupancy, rate and guest satisfaction, along with coordinating future days inventory control
• Handle guest compliments, complaints and concerns in an appropriate fashion to ensure guest satisfaction and fiscal responsibility
• Assist with preparing staffing schedules, training of current and new colleagues, maintaining department payroll reports, vacations, holidays, sick leave and absence records
• Assist with interviewing candidates for all Front Desk job openings; conduct Performance reviews, and performance manage as required, with supporting documentation
• Ensure appearance standards are maintained at the Front Desk along with other Employee rules, regulations and policies
• Ensure the accuracy of 5 & 10 day VIP reports or any other reports generated from the Front Office
• Manage the PLATINUM SERVICE program, coordinating same day arrivals
• Review Group Resumes, VIP Alerts, Site Inspections and arrival and departure manifests to ensure consistent service standards
• Consistently reviewing guest information on guest folios and reservations, reviewing scheduled/un-scheduled departures and stay-overs, while monitoring the accuracy of room counts and inventory levels
• Control stock inventory levels, monitor workstations for cleanliness and organization at the Front Desk and in the back office areas
• Become fully trained for: fire, bomb threat, power failure, serious illness, death, and natural disasters, along with other Manager on Duty responsibilities
• Any other duties that may be necessary in the operation of the noted/cc

Supportive Functions

• Log all absenteeism and employee lateness
• Oversee key inventory
• Complete special projects in a timely manner as required by Front Office Manager
• Monitor special requests for arriving guests
• Inspect back of the house areas
• Other duties as required
• Assist guest with technical questions in regard to wireless computer and telephone use

Other Duties

Assimilate into The AT&T Hotel & Conference Center, the Family PLATINUM SERVICE culture through understanding, supporting and participating in all elements of PLATINUM SERVICE. Demonstrate working knowledge of the service standards.

Regular attendance in conformance with the standards, which may be established by Flik from time to time, is essential to the successful performance of this position.

ORGANIZATIONAL RELATIONSHIPS

Positions indirectly reporting to this position (titles):

• Guest Service Agents

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Ability to arrive to work on time and when scheduled
• Excellent communication skills, both written and verbal
• Must possess necessary management skills to include problem solving, decision-making, leadership, organization, planning, initiative, enthusiastic attitude towards customer service and a commitment to a team environment.
• Be flexible concerning scheduling needs and requirements

EDUCATION

2 or 4 years college degree preferred but not required.

Knowledge of OPERA is highly preferred

• Previous management and leadership experience is required (supervisory experience is okay too)

Benefits

• Paid Vacation Days (after 60 days of employment for Salary associates)
• Annual Merit Increases
• 11 Paid Holidays
• Ride the Bus for Free (UT Proximity Card)
• Free Daily Shift Meals
• Lockers & Locker Rooms with Showers
• Discounted Monthly UT Garage Parking
• Discount Gift Shop offerings
• Referral Bonus $

We are owned by UT Austin and managed by Compass Group North America, a diversity growth-oriented organization. Our goal is to improve the quality of work life by using fair and consistent treatment and providing equal growth opportunities for ALL associates.

EOE & AA Employer M/F/D/V.

AT&T Hotel and Conference Center participates in E-Verify. Applicants must have valid and legal work authorization in the United States.