Asst. Front Office Manager

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

Description

The Kensington Hotel is seeking an enthusiastic and service-driven individual to join our team as an Assistant Front Office Manager. This is an exciting opportunity for someone who is passionate about hospitality, enjoys leading a team, and is eager to grow their career within a dynamic and supportive environment.

As the Assistant Front Office Manager, you will play a key role in overseeing daily front desk operations, ensuring exceptional guest experiences, and supporting the development and success of our front office team. We are looking for a motivated leader who takes pride in delivering outstanding service and is committed to moving forward with the company.

What We Offer:

• Competitive pay
• Generous benefits package including Medical, Dental, and Vision insurance
• Short Term Disability
• Long Term Disability
• Global Hotel Discounts
• 401(k) plan
• Opportunities for career growth and advancement within the company

Key Responsibilities:

Assist the Front Office Manager with the Front Office operations to achieve customer satisfaction, quality service, and compliance with policies and procedures while meeting/exceeding financial goals.

Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.

Monitor and respond to all social media outlets in a timely and appropriate manner to maintain and increase year over year ranking. Focus on ranking for Trip Advisor.

Implement company programs and manage the operations of the Front Office (front desk, reservations, bell service) to ensure compliance with SOPs and to ensure an optimal level of quality service and hospitality are provided to the hotel customers.

Assist FOM with all aspects of managing the department from scheduling, coaching the team, 14 days forecasting, pre3paring for group arrivals, gift shop stocking and ordering, being available for customer service issues.

Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operation issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.

Interact with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues.

Monitor and maintain the Front Office systems and equipment to ensure optimum performance.

Comply with attendance rules and be available to work on a regular basis.

Maintain lost & found

Requirements

Must have at least one year of management experience in the rooms division of a hotel. Ideal candidate will have 2-5 years of managerial experience over a hotel front desk.

Must have strong leadership skills.

Must have the ability to communicate in English.

Self-starting personality with an even disposition. Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.

Maintain a professional appearance and manner at all times, effectively dealing with customers with high levels of patience, tact and diplomacy.

Strong attention to detail, time management and computer skills.