Assistant Manager / Duty Manager - Guest Services- Front Office

Job Description

• Oversee day-to-day front desk operations, including guest check-ins and check-outs, loyalty program enrollment, and comprehensive reporting
• Supervise and manage the front office team during assigned shifts, fostering a culture of excellence and accountability
• Lead effective onboarding and training initiatives to develop team members' skills and competencies
• Deliver outstanding guest service experiences with a focus on building loyalty and exceeding expectations
• Handle guest inquiries and concerns with empathy and professionalism, resolving issues efficiently and transparently
• Manage emergency situations and security concerns in accordance with hotel procedures and protocols
• Monitor front office performance metrics and provide actionable feedback to team members
• Collaborate with other departments to ensure seamless hotel operations and guest satisfaction
• Maintain accurate records, reports, and documentation related to front office activities
• Support the Front Office Manager in implementing operational improvements and strategic initiatives

Qualifications

• Proven experience of 4 years in similar role in Front Office operations
• Advanced proficiency with Opera Cloud and other front office management systems
• Strong knowledge of front office procedures, protocols, and best practices
• Demonstrated ability to supervise, train, and motivate team members effectively
• Excellent communication and interpersonal skills with the ability to engage multiple stakeholders
• Proven problem-solving and conflict resolution capabilities
• Strong organizational and time management skills with meticulous attention to detail
• Ability to act independently and make decisive decisions regarding team and guest safety and well-being
• Customer-focused mindset with a commitment to delivering exceptional service
• Resilience and adaptability to thrive in a fast-paced, dynamic environment
• Flexibility to work varied shifts, including mornings, evenings, nights, weekends, and holiday periods
• Leadership qualities with a collaborative and inclusive approach to team management
• Analytical skills to interpret data and drive performance improvements