Assistant Front Office Manager

Fairmont Copley Plaza Boston; Massachusetts; On-site; USD 72,000 - 74,000; Full time

Job summary

Fairmont Copley Plaza Boston is seeking a detail-oriented Front Office Assistant Manager to ensure exceptional guest experiences and smooth operations in Boston, United States.

The role supervises Front Office staff, handles guest concerns, coordinates check-ins/outs, and leads daily shifts with a focus on service standards and teamwork. Proficiency with Opera PMS is preferred and strong communication is essential.

Qualifications

• 1+ year of progressive Front Office supervisory experience in a hotel.
• Experience in front desk or customer service in a hotel environment.
• College degree preferred.

Responsibilities

• Manage daily front office operations and supervise Front Desk staff.
• Assist with guest complaints and ensure standard operating procedures are followed.
• Coordinate check-in/check-out processes with the team and maintain service levels.
• Lead staff on daily briefings and support training initiatives.

Skills

Front Office supervision

Guest service focus

Communication

Problem solving

Team leadership

Education

College degree preferred

Tools

Opera PMS

Job description

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that works brings purpose to your life so that during your journey with us, you can continue to explore Accor's limitless possibilities. by joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visithttps://careers.accor.com/

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.Employee Benefit card offering discounted rates in Accor worldwide.

Learning programs through our Academies.

Ability to make a difference through our Corporate Social Responsibility activities like Planet 21.

Do what you love, care for the world, dare to challenge the status quo!

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Job Description

This role plays a crucial role in ensuring exceptional guest experiences and smooth front office operations. We are seeking an enthusiastic and detail-oriented Front Office Assistant Manager to join our team in Boston, United States.

The Assistant Front Office Manager’s is a key member of our team with the primary function to manage the daily operations of the front office. They are a supervisor to all Front Office personnel, assists with guest complaints, and represents Management in the front office.

The Assistant Front Office Manager is responsible for the running of the daily operation of their shift, by providing support to the front desk staff and assisting in any guest challenges that may occur. Additionally, this role performs projects, reporting and daily operational initiatives on an as needed basis.

Day to Day Duties and Functions may include:

• Approach all encounters with guests and employees in a friendly, service-oriented manner.
• Maintain regular attendance in compliance with Fairmont Standards, as required by scheduling which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, outlined by Fairmont Hotel’s and Resorts grooming policy
• Comply at all times with Fairmont standards and regulations to encourage safe and efficient hotel operations.
• Assist Guest Service Agents (GSAs) with check in and checkouts, confirming all standard operating procedures are followed properly.
• Supervise front desk agent with daily duties.
• Train new employees, help to develop and implement training programs
• Verify and adjust payroll for hourly staff
• Conduct interviews of potential candidates for GSA positions
• Coach and counsel GSAs, Operators and Bell staff on performance, communication and standards
• Maintain performance log for GSAs and perform disciplinary action as necessary.
• Authorize and sign adjustments and paid outs over the limit.
• Responsible for bank and maintaining it at the correct amount.
• Be up to date on all guest services, promotions, and events in the hotel.
• Handle guest complaints, react quickly, logging and notifying proper areas to service guests
• Coordinate timely availability of guestrooms with Housekeeping for check-in
• Oversee Bell and Door staff
• Confirm all daily duties are completed by Front Desk Agents, Operators, and Bell staff
• Must be able to perform all Front Desk duties.
• Brief staff daily on events of the day
• Assure entire staff is updated with new policies and procedures.
• Work with Front Desk staff to maintain and improve guest service scores
• Maintain a presence at hotel meetings and committees, as required
• Responsible for ongoing special projects and duties within the Front Office
• Log all absenteeism and employee lateness
• Oversee key inventory
• Complete special projects in a timely manner as required by FOM or GM
• Block rooms for special groups
• Other duties as required.

Qualifications

EDUCATION & EXPERIENCE:

• 1+ year of progressive Front Office supervisory experience in a hotel
• 2 or 4 year college degree preferred
• Experience in Front desk or customer service in a Hotel environment

SKILLS & ABILITIES:

• Proficiency in hotel PMS systems (Opera knowledge a plus)
• Strong communication and problem-solving skills
• Ability to work well under pressure and maintain composure
• Capable of handling financial information and data

PHYSICAL REQUIREMENTS:

• Able to stand for extended periods
• Capable of light work, including lifting up to 20 pounds occasionally

OTHER:

• Flexibility to work long hours as required
• Proficient in using office equipment and software

Salary Range:72,000.00 - 74,000.00 USD Annually

Additional Information

All your information will be kept confidential according to EEO guidelines.