Assistant Front Office Manager - Embassy Suites by Hilton Las Vegas

remingtonhotelscareers; Las Vegas (NV); On-site; USD 42,000 - 70,000; Full time

Job summary

Remington Hotels in Las Vegas is seeking a Front Office Supervisor to oversee daily guest services, supervise front desk staff, and ensure a seamless check-in/out experience.

The role requires strong customer service, problem solving, and the ability to manage staffing, training, and scheduling to meet business needs.

You will work on-site at our property and collaborate with housekeeping and engineering to address guest requests and ensure overall guest satisfaction.

Qualifications

• Hospitality or front desk experience required.
• Ability to train and supervise front desk staff.
• Strong customer service and problem-solving skills.
• Excellent communication and organizational abilities.

Responsibilities

• Greet and communicate cordially with guests, handling check-ins and check-outs.
• Ensure proper staffing levels of front office associates and supervise staff.
• Understand and perform front office duties as needed.
• Resolve guest complaints to ensure satisfaction.
• Operate the MICROS system for daily front office transactions.
• Coordinate with Housekeeping and Engineering regarding room needs.
• Assist the General Manager with special requests and group blocks.

Skills

Customer service

Staff scheduling

Communication

Problem solving

Tools

MICROS system

Job description

• Anticipate guest needs, respond promptly and acknowledge all guests, maintaining positive guest relations at all times. Greet and communicate cordially with guests, promptly and professionally checking them in and out of the hotel.
• Ensure proper staffing levels of front office associates, including interviewing, hiring, supervising, training and scheduling front desk agents, front office supervisors, guest service aides/bell staff, concierge staff and PBX operators.
• Have complete understanding of Front Office staff's job descriptions and duties and be able to perform duties at any given time.
• Resolve guest complaints, ensuring guest satisfaction in each interaction. Manage guest resolution process to include investigation of situation and creative problem solving to ensure guest is satisfied with outcome.
• Accurately manage and operate the MICROS system at the front office, including all daily transactions and those which are not performed often.
• Communicate with Housekeeping and Engineering Departments regarding guest rooms, requests and maintenance requests/needs.
• Assist the General Manager by handling special requests, group blocking and unusual circumstances.

• High work ethic, self-initiative , independent judgment
• Proven customer service and problem solving experience
• Regular attendance according to established guidelines
• May be required to work varying schedules to reflect the business needs of the property
• Focus and maintain attention to tasks, and complete work assignments on time despite frequent interruptions

• Physical Requirements (In-Office Role)
• Ability to work in a standard office environment.
• Prolonged periods of sitting at a desk and working on a computer. (6-8 hours a day)
• Occasional standing and walking throughout the workday.
• Frequent fine motor skills, use of hands and fingers for keyboarding/typing, utilizing a mouse or trackpad, writing, and operating office equipment.
• Ability to communicate effectively verbally and in writing.
• Occasionally required to stand, walk, bend, reach, or carry items.
• Ability to lift and/or move 10–25 pounds as needed (e.g., files, office supplies).
• Visual ability to read from a computer screen and printed materials including close visual focus for extended periods and color differentiation (for certain roles).
• Ability to hear and participate in conversations and meetings, use phone and/or headset
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.