New! Assistant Front Office Manager

Concord Hospitality Enterprises; King of Prussia (Montgomery County); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading hospitality company is seeking an Assistant Front Office Manager to ensure guest satisfaction and uphold brand standards. The ideal candidate will have prior hotel experience, preferably with Hilton, and will excel in guest service and team management.

Qualifications

• 2 years of Hotel/Hilton Front Office Supervisor experience required.

Responsibilities

• Ensure guest satisfaction and product quality standards are met.
• Manage all areas of the hotel according to Brand standards.
• Conduct weekly Continuous Improvement meetings.

Skills

Guest Service

Teamwork

Communication

Job description

Description

The Alloy, a DoubleTree by Hilton, is now hiring an Assistant Front Office Manager! If you have a passion for hospitality and guest satisfaction, we'd love to meet you!

Having prior hotel experience, specifically Hilton brand Front Office Management within a full-service hotel, is preferred. OnQ experience is required!

This position is hourly, with a pay rate of $24 per hour.

Role Responsibilities:

The Assistant Front Office Manager is responsible for the success of the front desk, ensuring guest satisfaction and product quality standards are met, and managing all areas of the hotel according to Brand standards to create a friendly atmosphere of superior guest service and product quality. They should display exemplary performance for staff to follow.

Essential Job Functions:

• Guest Service
• Be readily available and approachable for all guests. Assist associates in understanding guests’ evolving needs and expectations, and exceed them.
• Take proactive approaches when dealing with guest concerns, following property-specific second effort and recovery plans.
• Publish all GSS results promptly, including forms, comment cards, and guest letters, and solicit feedback for continuous improvement.
• Extend professionalism and courtesy to guests at all times.
• Thoroughly understand the service culture and ensure all staff members share this philosophy.
• Respond promptly to guest complaints.
• Ensure all team members meet or exceed hospitality standards.
• Conduct weekly Continuous Improvement meetings.
• Create an environment emphasizing motivation, empowerment, and teamwork.
• Be approachable for all associates and take proactive steps to address their concerns.
• Understand AOS/GSS results, develop action plans for areas needing improvement, and build on strengths.
• Set clear expectations for the team and ensure they have the capabilities to meet and exceed them.
• Implement monthly reward programs.
• Communicate goals and results effectively with staff.
• Lead by example with confidence, energy, and enthusiasm.
• Motivate staff to resolve guest and associate concerns.
• Ensure timely orientation for new associates.
• Know the hotel’s emergency plan, train staff accordingly, and implement safety procedures.
• Comply with all corporate accounting procedures.
• Assist in developing the hotel budget and capital expenditure plans, utilizing budgets to understand financial goals.
• Develop and communicate selling strategies.
• Oversee all accounting functions.
• Manage all hotel operation outlets, ensuring standards are met.
• Complete all audits.
• Provide a safe work environment in compliance with OSHA/MSDS regulations.
• Implement hotel accident prevention programs.
• Perform annual quality audits with the GM.
• Maintain a viable key control program.
• Ensure staffing levels are appropriate to exceed guest expectations.
• Assist the GM in developing sales plans.
• Understand hotel system inventory and daily selling strategies.
• Ensure front desk staff understand and implement hotel-selling strategies.
• Network to generate new business leads.
• Stay informed about local market conditions.
• Ensure compliance with hiring practices, including I-9, ADA, and EEO requirements.
• Conduct interviews and make hiring decisions.
• Conduct performance reviews in a timely manner.
• Promote fair treatment and maintain an open-door policy.
• Maintain current licenses and permits.
• Manage staff scheduling.
• Perform other reasonable requests as capable.
• Ensure effective communication through logs, meetings, and updates.

Why Concord?

Our culture is rooted in our five Cornerstones: Quality, Integrity, Community, Profitability, and Fun. We prioritize a positive work environment, transparency, community involvement, diversity, and work-life balance. Concord Hospitality has been recognized as a GREAT PLACE TO WORK for Millennials and for Women.

We are an EEO employer M/F/D/V and maintain a drug-free workplace.

Qualifications

Hotel/Hilton Front Office Supervisor Experience

Experience

• Required: 2 years of Hotel/Hilton Front Office Supervisor experience

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For more information, review the Know Your Rights notice from the Department of Labor.

Source: Concord Hospitality