Assistant Front Office Manager

3M HEALTHCARE; Spartanburg (SC); On-site; USD 55,000 - 65,000; Full time

Job summary

Mainsail is seeking an Assistant Front Office Manager to supervise front desk staff, assist with guest check-ins, payments, and room assignments, and coordinate with housekeeping to ensure room readiness. The role requires a proactive approach to guest satisfaction and strong operational oversight.

You will train, motivate, and coach team members, handle guest inquiries with professionalism, and maintain confidentiality and safety standards while promoting brand values and guest loyalty programs.

Qualifications

• High School diploma or higher; hospitality experience preferred.
• Excellent phone and customer service skills are required.
• Strong written and verbal communication abilities.
• Ability to use technology such as tablets and iPads.

Responsibilities

• Learn and excel in Opera PMS system.
• Assist in managing and motivating front desk personnel.
• Assist with guest luggage and room quotes; upsell when possible.
• Interact with guests using personalized service and guest name.
• Maintain guest confidentiality and hotel knowledge; support brand rewards.
• Coordinate between Housekeeping and Front Desk to ensure room readiness.
• Verify charges and collect payments for room stays.

Skills

Hospitality experience

Customer service

Communication skills

Technology skills

Education

High School diploma or higher

Tools

Opera PMS

Job description

We’re looking for enthusiastic, fun, and energetic people who take the work seriously, but not themselves. Let’s see if we’re a fit. We hope so.

Assistant Front Office Manager will be responsible for supervising front office staff. Assist staff with expediting problem payments (e.g., problems processing credit card). Follow up with guests regarding satisfaction with guest-related issues. Process all guest check‑ins by confirming reservations, assigning rooms, and issuing and activating room keys. Process all payment types such as room charges, cash, checks, debit, or credit. Set up accurate accounts for each guest upon check‑in (i.e., share‑withs, separate room/tax/incidentals, comp). Anticipate sold‑out situations and obtain satisfactory alternative accommodations when the property cannot accommodate guests with reservations. Block rooms in the computer and identify designated requirements and requests. Contact appropriate individual or department (e.g., Engineering, Housekeeping) as necessary to resolve guest calls, requests, or problems. Coordinate with Housekeeping to track readiness of rooms for check‑in. Balance and drop receipts according to Accounting specifications. Assist management in training, motivating, and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.

Qualifications

• High School diploma or higher
• Previous hospitality experience preferred
• Excellent phone & customer service skills
• Excellent communication skills, both verbal and written
• Ability to use technology e.g. tablets, iPads

What You’ll Do

• Learn & excel in Opera PMS system
• Assist in managing & motivating front desk personnel
• Assist with guest luggage
• Provide room quotes and upsell to guest when possible
• Interact with guests and share hotel knowledge using personalization such as using the guest name
• Responsible to know all functions to showcase the hotel to each guest
• Maintain guest confidentiality
• Maintain knowledge of hotel and brand rewards
• Provide local information for shopping, dining, nightlife, and recreational destinations
• Receive, store, and deliver luggage and mail
• Make travel arrangements for guests to include sightseeing and other tours
• Assist with coordination between Housekeeping and Front Desk
• Verify charges / collect payment from guests for room stays
• Respond to guest inquiries
• Follow scheduled shifts and follow break and lunch requirements
• Report any suspicious activity or unusual items in room
• Report any irregular behavior from guests in public areas and/or in room
• Take initiative and handle assignments with limited supervision
• Follow all hotel policies and procedures as outlined in the team member handbook
• Maintain cleanliness and order of work area
• Ensure successful performance by assisting guests with an exceptional experience to ensure high performing scores on the GSS according to Marriott

Physical Demands

• Ability to sit or stand for extended periods of time
• Ability to bend
• Ability to lift, pull 40 lbs
• Ability to communicate clearly
• Ability to work long hours as needed

Mental Demands

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• Make sound judgments quickly
• Work on multiple tasks, making appropriate progress towards deadlines
• Able to work independently, take direction, and provide direction to others
• Manage differing personalities within the office, the hotel, and the community
• Maintain the highest degree of confidentiality
• Ability to work effectively in stressful, high pressure situations
• Effectively handle challenges in the workplace, including anticipating, preventing, identifying, and solving problems as necessary

Mainsail is an Equal Opportunity Employer and does not discriminate on the basis of actual or perceived race, color, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity expression (including transgender status), sexual orientation, marital status, parental status, military service and veteran status, political affiliation, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.