Assistant Front Office Manager

Hyatt; Nashville (TN); On-site; USD 42,000 - 70,000; Full time

Job summary

Hyatt in Nashville seeks an Assistant Front Office Manager to steer the Front Office, Reservations, Bell Services, Concierge and Guest Services, ensuring consistent adherence to hotel standards.

You will oversee daily operations, welcome and register guests, manage check-in/out, coordinate with Housekeeping and Engineering, handle guest requests and billing, and lead a team to deliver outstanding hospitality.

Qualifications

• Minimum one year of experience in a supervisory role.
• Hotel industry experience required.
• Strong guest service orientation.
• Able to manage check-in/out procedures and cash handling.

Responsibilities

• Oversee Front Office, Reservations, Bell Services, Concierge and Guest Services.
• Direct daily operations and shift management.
• Welcome and register arriving guests; collect necessary information.
• Ensure smooth check-in/check-out processes.
• Coordinate with Housekeeping and Engineering.
• Respond to guest requests and resolve complaints.
• Approve guest billing and handle cash transactions.
• Maintain knowledge of hotel services and local attractions.
• Set a standard of hospitality and lead by example.
• Address VIPs and special guest requests.
• Perform other duties as assigned.

Skills

Front Office Supervision

Guest Services

Customer Service

Cash Handling

Team Leadership

Communication Skills

Job description

The Assistant Front Office Manager is responsible for giving direction to the entire Front Office, Reservations, Bell Services, Concierge, and Guest Services departments ensuring all quality standards are in compliance and that policies and procedures are consistently applied. This position manages the day to day operation of the Front Office, including, but not limited to running full shifts, managing the room inventory and the flow of arrivals and departures. This role is responsible for responding to guest requests and complaints and ensuring problem resolution that satisfies the guest.

• Supervises Front Office Team Members, ensuring adherence to hotel's policies and standards.
• Manages and develops Front Desk Agents and Supervisors
• Assist Front Office Team with their job functions to ensure optimum service to guest
• To welcome and register all arriving guests, making sure that all pertinent information is obtained
• Efficiently conduct check in and check out procedures
• Healthy communication with Housekeeping and Engineering departments and ensure that guest's expectations are met. All maintenance issues properly logged and followed up on
• Respond to all guests' requests or in a proper manner and ensure appropriate action is taken
• Meet requests regarding guest billing
• Handle cash transactions in accordance with the property's cash handling policy
• Maintains current knowledge of hotel culture, amenities, and services, events in the area, points of interest, and services in the area
• Answer the telephone in a professional manner and assist guests with any questions, directions, etc.
• Manage and resolve all guest complaints and compliments in a professional and courteous manner
• Communicate with all departments regarding in house VIPs and any special requests/needs
• Serve as a leader in displaying outstanding hospitality skills
• All other tasks and duties as assigned
• At least one year experience in a role as supervisor
• Hotel experience required