Copy of Assistant Front Office Manager

StepStone Hospitality; Charlotte (NC); On-site; USD 52,000 - 76,000; Full time

Job summary

StepStone Hospitality is seeking an Assistant Front Office Manager for the Le Meridien | Sheraton Charlotte Hotel. This role emphasizes guest service excellence, revenue management support, and operating oversight when the GM is unavailable.

You will lead front desk and reservations teams, ensure accurate reporting and training, and ensure compliance with health and safety regulations while delivering high hospitality standards and guest satisfaction.

Qualifications

• High school diploma required; further education is a plus.
• Comprehensive knowledge of hotel departments and functions.
• Experience in front office or hospitality management.
• CPR certification required; first aid training preferred.
• Ability to lift 20 pounds and perform manual tasks.
• Excellent communication and leadership skills.
• Ability to design and present reports and statistics.

Responsibilities

• Maintain high standards of quality guest service.
• Achieve budgeted revenues and expenses; maximize profitability.
• Develop short- and long-term financial and operational plans.
• Oversee all operational aspects in the GM's absence, including departments.
• Lead resolution of guest issues and escalations promptly.
• Drive guest satisfaction through service delivery and staff development.
• Manage the reservations function to maximize occupancy and ADR.
• Maintain procedures for credit control and asset security.
• Respond to guest requests, complaints, and questions courteously.
• Attend required meetings and uphold company policies.

Skills

English proficiency

Leadership

Customer service

Communication

Problem solving

Room revenue awareness

Education

High school diploma

Tools

Office software

Accounting software

Job description

Description

The Le Meridien | Sheraton Charlotte Hotel is currently seeking a dynamic, and motivated individual for the position of Assistant Front Office Manager at our StepStone Hospitality managed hotel. If you are a results-driven, guest-focused, and experienced sales professional, we want you to be a part of our team!

Administration

• Maintain high standards of quality guest service.
• Achieve budgeted revenues and expenses; maximize profitability across guest services.
• Develop short- and long-term financial and operational plans aligned with overall hotel objectives.
• Oversee all operational aspects in the GM's absence, including Engineering, Housekeeping, and F&B.
• Lead resolution of guest issues and escalations promptly and professionally.
• Drive guest satisfaction through employee development and exceptional service delivery.
• Manage the reservations function to maximize room occupancy and average daily rate through strategic upselling.
• Maintain accurate procedures for credit control, financial transactions, security of assets, and guest safety.
• Respond to and resolve guest requests, complaints, and questions in a courteous and timely manner.

Proficiently use various office and accounting software systems.

Support

• Strong command of the English language to communicate effectively with guests, team members, and vendors.
• Ability to assist in designing and preparing statistical reports and presentations.
• Accurately compile and report operational information.
• Provide support across various office functions as needed.
• Consistently uphold all StepStone and hotel policies and procedures.
• Attend all required meetings.

Personal Effectiveness

• Completes projects and assignments thoroughly, professionally, and with care.
• Adapts effectively to high-pressure situations and embraces change.
• Takes ownership of personal growth and professional development.
• Maintains a professional appearance and demeanor at all times; models standards for the entire team.

Communication

• Understands and actively promotes the StepStone mission and core values.
• Expresses ideas and conveys information clearly, effectively, and professionally.
• Listens actively and attentively to guests and colleagues.
• Shares company information, decisions, and concerns with appropriate parties in a timely manner.
• Resolves disagreements constructively and maintains respectful relationships with peers and co-workers.

Requirements

Required of All Associates

• Ability to lift a minimum of 20 pounds.
• Ability to push, bend, stoop, reach overhead, and perform tasks requiring manual dexterity.
• Ability to hear, write, and type accurately.
• Ability to pull a minimum of 20 pounds.
• Additional duties may be assigned as needed.

Additional Requirements Specific to This Role

• Comprehensive knowledge of all hotel departments and functions.
• Working knowledge of applicable federal, state, and local health, safety, and legal regulations.
• Strong mathematical and computer skills.
• High school diploma required; additional education or relevant training preferred.
• Ability to obtain required licenses or certifications in a timely manner.
• CPR certification required; first aid training preferred.
• Additional language proficiency preferred.

EOE - All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.