Assistant Front Office Manager Job Description
Employed mainly in hotels, an Assistant Front Office Manager essentially helps to run all office operations in the absence of a front office or resident manager. This includes supervising front desk personnel, resolving guest issues and processing payments. Scheduling, inventory and light bookkeeping are among the duties of an Assistant Front Office Manager. Assistant Front Office Managers might also work in physicians’ offices.
The U.S. Bureau of Labor Statistics forecasts an increase in jobs for Lodging Managers, including Front Desk Managers and Assistant Front Office Managers, of 8 percent through 2024. The growth is expected to be seen mainly in large hotels and establishments offering full services to customers.
Assistant Front Office Manager Duties and Responsibilities
The Assistant Front Office Manager must oversee various tasks to ensure the smooth operations of a hotel or physicians’ front desk area. We have reviewed several job listings and found the following among the core Assistant Front Office Manager duties and responsibilities.
Address Guest Concerns and Provide Customer Satisfaction
An Assistant Front Office Manager is quite often the person to whom guest complaints and concerns are addressed. Assistant Front Office Managers must be ready to respond to a wide variety of requests and must be able to address concerns in a timely and professional manner. Requests can range from extra linens or towels to having other guests reduce noisy activities. As part of this responsibility, Assistant Front Office Managers might instruct other hotel personnel such as security staff or room attendants to address these or similar issues.
It is often up to the Assistant Front Office Manager to provide necessary training to all personnel working front desk operations. This might include training employees in using hotel computer systems, applying guest services techniques and handling telephone inquiries. They will also explain all hotel policies and pricing to front office staff. Assistant Front Office Managers might be involved with recruiting and reviewing applications for hiring new staff members.
During the check-in process, guests will often be required to make payment on their room. An Assistant Front Office Manager will process cash or credit card payments. They are also often responsible for maintaining a balanced account.
Assistant Front Office Manager Skills
To be a successful Assistant Front Office Manager, you will need to have strong written and verbal communication, decision-making and organizational skills. You should be a leader who can both supervise employees and provide customer service to hotel guests. The ability to work independently and in teams is important for Assistant Front Office Managers. Besides these general skills, many employers might look for potential HR Coordinator candidates to possess the following skills.
Core skills: Based on job listings we looked at, employers want Assistant Front Office Managers with these core skills. If you want to work as an Assistant Front Office Manager, focus on the following.
- Monitoring trends in reservations, customer concerns, etc.
- Evaluating the performance of front office staff
- Overseeing staff levels and schedules
- Understanding hotel procedures and policies
- Communicating with management regarding employee and customer service issues
Advanced skills: While most employers did not require the following skills, multiple job listings included them as preferred. Add these to your Assistant Front Office Manager toolbox and broaden your career options.
- Knowledge of electronic hotel reservation systems
- Ability to multi-task
- Understand payroll and inventory management
Assistant Front Office Manager Resources
If you are interested in a career as an Assistant Front Office Manager, you might find it helpful to consult various resources about this position. We have provided some online and print resources below that will give you an idea of what it is like to train to be and work as an Assistant Front Office Manager.
On the Web
Are Morch – A professional hotel blogger and social media manager offers customer service and satisfaction advice for those in the hotel industry.
Little Hotelier Blog – Advice and tips for best practices in front office management, addressing such topics as best management systems and best online booking systems.
American Hotel & Lodging Association (AHLA) – An advocacy organization for all types of hotel employees, providing conventions and networking opportunities.
American Hotel & Lodging Educational Institute (AHLEI) – An organization devoted to the training and certification of hotel staff, including those involved in front desk operations. Offers videos, guides, workbooks and print and electronic books.
Hotel Front Office Management 5th Edition – A comprehensive look at the world of front office management, from management styles to the use of technology.
Supervision in the Hospitality Industry 7th Edition – An extensive manual on how to communicate with, supervise and evaluate employees working in hotels and other hospitality environments.
Front Office – A helpful reference book that uses real-life industry scenarios to illustrate how front office managers and Assistant Front Office Managers can understand procedures, apply management skills and work with guests and hotel staff.
Professional Front Office Management 1st Edition – Written by a hotel manager/owner, this book explores the ways in which front office personnel can ensure successful guest services and satisfaction.
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