Assistant Front Office Manager

Canopy by Hilton Jersey City; Jersey City (NJ); On-site; USD 40,000 - 60,000; Full time

Job summary

An established industry player in hospitality is seeking an exceptional Assistant Lead Welcome Enthusiast to join their team. This role involves supervising front office operations, ensuring excellent guest experiences, and managing staff effectively. The ideal candidate will have a strong background in hospitality management and customer service, with a commitment to upholding the company's positive culture. If you are passionate about delivering exceptional service and have the skills to lead a dynamic team, this opportunity is perfect for you. Join a vibrant workplace where your contributions will directly impact guest satisfaction and overall hotel success.

Qualifications

• Minimum two-year college degree required.
• One year of hotel front desk supervisory experience preferred.

Responsibilities

• Supervise front office personnel and ensure completion of duties.
• Resolve guest problems quickly and efficiently.
• Prepare monthly reports and budget for the front office.

Skills

Hospitality Management

Customer Service

Cash Handling

Supervisory Skills

Communication Skills

Education

Two-Year College Degree

Tools

OnQ (Hilton PMS)

Job description

Canopy by Hilton's culture is defined by who we are and how we interact with each other, our guests, our partners, and our neighbors. Our culture, "Positively Yours," is much more than a slogan. It's our underlying attitude, the story of who we are and how we approach everything.

At the core of Canopy by Hilton’s culture is the Positive Stay Promise. An ideal Enthusiast sets the tone for creating the “Positively Yours” culture at our hotel and is committed to delivering the lifestyle experiences our guests want.

The beautiful new Canopy Jersey City Arts District is looking for an exceptional candidate as its new Assistant Lead Welcome Enthusiast.

POSITION TITLE: Assistant Lead Welcome Enthusiast / Asst. Front Office Manager

REPORTS TO: Lead Welcome Enthusiast / Front Office Manager

POSITION SUMMARY:

Directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, reservations, guest services, and telephone areas. Prepares monthly reports and budget for front office department.

FRONT OFFICE MANAGER DUTIES AND RESPONSIBILITIES:

• Trains, cross–trains, and retrains all front office personnel.
• Participates in the selection of front office personnel.
• Schedules the front office staff.
• Supervises workload during shifts.
• Evaluates the job performance of each front office employee.
• Maintains working relationships and communicates with all departments.
• Maintains master key control.
• Verifies that accurate room status information is maintained and properly communicated.
• Resolves guest problems quickly, efficiently, and courteously.
• Updates group information. Maintains, monitors, and prepares group requirements. Relays information to appropriate personnel.
• Reviews and completes credit limit report.
• Works within the allocated budget for the front office.
• Receives information from the previous shift manager and passes on pertinent details to the oncoming manager.
• Checks cashiers in and out and verifies banks and deposits at the end of each shift.
• Enforces all cash-handling, check-cashing, and credit policies.
• Conducts regularly scheduled meetings of front office personnel.
• Wears the proper uniform at all times and requires all front office employees to wear proper uniforms.
• Upholds the hotel's commitment to hospitality.
• Prepares performance reports related to front office.
• Maximizes room revenue and occupancy by reviewing status daily. Analyzes rate variance, monitors credit report, and maintains close observation of daily house count.
• Monitors high balance guests and takes appropriate action.
• Ensures implementation of all hotel policies and house rules.
• Operates all aspects of Front Office computer system, including software maintenance, report generation and analysis, and simple configuration changes.
• Prepares revenue and occupancy forecasting.
• Ensures logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Ensures that employees are, at all times, attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
• Monitors all V.I.P.s special guests and requests.
• Maintains required pars of all front office and stationary supplies.
• Reviews daily front office work and activity reports generated by Night Audit.
• Reviews Front office logbook and Guest feedback forms on a daily basis.
• Maintains an organized and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports, and tracking logs.
• Performs other duties as requested by management.

PREREQUISITES:

EDUCATION:

Minimum two-year college degree. Must be able to read, speak, write, and understand the primary language used in the workplace.

EXPERIENCE:

Minimum of one year of hotel front desk supervisory experience, experience handling cash, accounting procedures, and general administrative tasks. Knowledge of OnQ (Hilton PMS) experience preferred.