Assistant Front Office Manager: Lead Guest Experience

GRAHAM HOTEL SYSTEMS INC; Ann Arbor (MI); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

Short Term Disability

Long Term Disability

Global Hotel Discounts

401(k) plan

Career growth opportunities

Job summary

The Kensington Hotel in Ann Arbor is seeking an enthusiastic Assistant Front Office Manager to lead the front desk team and drive exceptional guest experiences. This role emphasizes service, leadership, and professional development within a supportive environment.

You will oversee daily front office operations, train staff, and collaborate with sales to boost occupancy while maintaining SOPs and quality standards. Join a dynamic team committed to growth.

Qualifications

• Must have at least 1 year of management experience in the rooms division of a hotel.
• 2–5 years of managerial experience over a hotel front desk.
• Strong leadership skills.
• Ability to communicate in English.
• Self-starting personality and team player attitude.
• Professional appearance with patience, tact and diplomacy.
• Attention to detail, time management and computer skills.

Responsibilities

• Assist the Front Office Manager with front office operations to achieve customer satisfaction, quality service, and compliance with policies and procedures while meeting/exceeding financial goals.
• Interview, hire, train, evaluate performance, resolve problems, provide open communication and implement disciplinary actions when appropriate.
• Monitor and respond to social media outlets to maintain and improve year-over-year ranking, focusing on Trip Advisor.
• Manage front office operations (front desk, reservations, bell service) to ensure SOPs and high quality service.
• Assist FOM with scheduling, coaching, 14-day forecasting, group arrivals preparation, gift shop stocking and ordering, and customer service issues.
• Resolve customer complaints and anticipate problems by reviewing operations and staff performance.
• Collaborate with sales to implement strategies to improve occupancy and revenue.
• Monitor and maintain front office systems and equipment for optimal performance.
• Adhere to attendance rules and be available to work regularly.
• Maintain lost and found items.

Skills

Leadership

Communication

Teamwork

Customer Service

English Proficiency

Job description

The Kensington Hotel in Ann Arbor is seeking an enthusiastic Assistant Front Office Manager to lead the front desk team and drive exceptional guest experiences. This role emphasizes service, leadership, and professional development within a supportive environment.

You will oversee daily front office operations, train staff, and collaborate with sales to boost occupancy while maintaining SOPs and quality standards. Join a dynamic team committed to growth.