Assistant Front Desk Manager

Description of the role 

The Assistant Front Desk Manager oversees the Front Desk operations and acts as the manager on duty in the hotel when senior managers are not available.  Directs Front Desk staff and performs daily department tasks on own.  

Responsibilities 

Support the Front Desk Manager in supervising reception staff and ensuring all company standards are followed.  

Assist the Front Desk Manager team in recruiting, training, evaluating and coaching all front desk employees. 

Coordinate arrivals, departures and billing requirements with Sales and Catering Department. Block rooms for arrivals and ensures any discrepancies are resolved. Reviews daily arrivals to ensure guests’ recognition. 

Assure that all financial and credit procedures are followed.  Follow up on credit problems with Front Office Manager and/or Credit Manager. Review all paid-outs, rebates, Petty Cash disbursements and Direct Billings.  

Take action in all matters related to the safety, security, satisfaction and well-being of hotel guests and employees when senior managers are not available. Respond swiftly and effectively in any hotel emergency or safety situation.  

Resolve customer complaints assisting them in all inquiries and promptly inform the Hotel senior management team.  

Perform Front Desk duties on own, including but not limited to guests’ checks in and out and all required cashiering transactions. 

Assist with responsibilities and duties in the absence or heavy volume in the areas of Reservations, Switchboard, Concierge and Guest Services. 

Support with any other tasks within the division and/or any tasks assigned to by the management team.