Assistant Front Office Manager

atthotelconferencecenter; Austin (TX); On-site; USD 52,000 - 72,000; Full time

Benefits offered by this job

Paid Vacation Days

Annual Merit Increases

Holiday pay (11 days)

University proximity perks

Free shift meals

Staff discounts

Job summary

AT&T Hotel & Conference Center is seeking an Assistant Front Office Manager to lead our Front Desk team and support the Front Office Manager in daily operations. You will ensure guest satisfaction, staffing, and adherence to service standards while coordinating with other departments.

Ideal candidates have 2+ years in hotel front desk or supervisory roles, familiarity with OPERA, and a focus on delivering Platinum Service standards and guest satisfaction.

Qualifications

• 2+ years in hotel front desk/managerial role preferred.
• OPERA knowledge highly preferred.
• Experience in supervising staff and managing guest service standards.

Responsibilities

• Assist Front Office Manager with daily front desk operations and staff coordination.
• Ensure staffing, service and financial standards are met and reports prepared.
• Maintain AAA 5‑Diamond and Platinum Service standards with team collaboration.
• Participate in Manager on Duty rotations and lobby greeter duties.
• Oversee room inventory, blocking strategy and future day inventory control.

Skills

Leadership

Customer service

Communication skills

Problem solving

Education

Two-year or four-year college degree preferred

Tools

OPERA

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

1. Assist the Front Office Manager with daily operation of the Front Desk, coordinating with other departments to manage guest satisfaction. Ensure staffing, service and financial standards are met. Prepare relevant reports or documentation as needed.
2. Ensure the day‑to‑day operation of the Front Desk meets AAA 5‑Diamond and PLATINUM SERVICE standards at all times by working alongside colleagues on a regular basis.
3. Participate in the Rooms Division daily Manager on Duty schedule rotation and become part of the Lobby Greeter rotation.
4. Attend management meetings and those that relate to the Front Desk.
5. Responsible for room inventory control, effective blocking of reservations to maximize occupancy, rate and guest satisfaction, and coordinate future day inventory control.
6. Handle guest compliments, complaints and concerns appropriately to ensure guest satisfaction and fiscal responsibility.
7. Assist with preparing staffing schedules, training current and new colleagues, maintaining payroll reports, vacations, holidays, sick leave and absence records.
8. Assist with interviewing candidates for all Front Desk job openings; conduct performance reviews and manage performance as required with supporting documentation.
9. Ensure appearance standards and other employee rules, regulations and policies are maintained at the Front Desk.
10. Ensure accuracy of 5‑ and 10‑day VIP reports or any other reports generated from the Front Office.
11. Manage the PLATINUM SERVICE program, coordinating same‑day arrivals.
12. Review group resumes, VIP alerts, site inspections and arrival/departure manifests to ensure consistent service standards.
13. Continuously review guest information on folios and reservations, scheduled/un‑scheduled departures and stay‑overs, while monitoring accuracy of room counts and inventory levels.
14. Control stock inventory levels, maintain cleanliness and organization of workstations at the Front Desk and in back‑office areas.
15. Become fully trained for fire, bomb threat, power failure, serious illness, death and natural disasters, along with other Manager on Duty responsibilities.
16. Perform any other duties necessary for operation of the noted/cc.

SUPPORTIVE FUNCTIONS

1. Log all absenteeism and employee lateness.
2. Oversee key inventory.
3. Complete special projects in a timely manner as required by Front Office Manager.
4. Monitor special requests for arriving guests.
5. Inspect back‑of‑the‑house areas.
6. Other duties as required.
7. Assist guests with technical questions regarding 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

• Guest Service Agent

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

• 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 toward customer service and commitment to a team environment.
• Be flexible concerning scheduling needs and requirements.

QUALIFICATION STANDARDS

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.