Assistant Front Office Manager (Overnight)

The primary role of the Assistant Front Office Manager (Overnight) at The Cooper is to supervise all front office staff while providing efficient, friendly, and excellent customer service at all times; and to maintain a clean, professional, top-quality Front Office in accordance with hotel standards.

DUTIES & RESPONSIBILITIES

• Assist Front Office Manager in overseeing and supervising all Front Desk Agents, PBX operators, concierge, door staff, valets, and bell staff to ensure orderly workflow, maximum service to all guests, and that hotel standards are being maintained. 
• Assist in supervising Front Office, Reservations, and PBX colleagues; interview, hire, and train new colleagues, and conduct performance reviews. 
• Provide a strong sense of arrival and welcome; greet all guests in a friendly, warm, and efficient manner, and introduce guests personally to front desk agents. 
• Assist with luggage and storage concerns. 
• Anticipate and handle guest issues and concerns. 
• Escort VIP’s to rooms whenever possible. 
• Manage the traffic flow, both human and vehicular; help to direct guest service manpower to the appropriate area to ensure attentive coverage, in the circle, at the door, and in the lobby. 
• Ensure the cleanliness and tidiness of the lobby areas, the motor entrance and circle, the front desk, the bell stand, and the bell closet, keeping them all in peak condition. 
• Coach and counsel bell, door, front desk, and admin. staff to correct any inappropriate behavior or sub-standard performance. 
• Approve breaks, leaving times, etc. Approve town car usage. Supervise room deliveries. 
• Assign duties for shifts; assist in the opening and closing of shifts. 
• Observe standards for the department in image, appearance, and grooming; properly represent the company and the profession to outside organizations. 
• Ensure operations proceed smoothly in conjunction with arrivals/departures and the occupancy level of the hotel. 
• Coordinate and remain in close communication with the Director of Rooms, group coordinators, and the reservations and housekeeping departments. 
• Review and analyze daily balance summaries, current room status reports, and incoming arrival reports. 
• Practice emergency procedures in compliance with hotel/company standards; react and assist in hotel emergency situations as needed. 

REQUIRED SKILLS & EXPERIENCE:

• Understanding of the luxury & quality environment. 
• College or Vocational Degree required. 
• Minimum three years’ experience in the Front Office of a Four or Five-Star and/or Four – Five Diamond hotel with 300+ rooms, with two years of progressive management experience. 
• Must be able to resolve problems, handle conflict, and make effective decisions under pressure.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job:

• Must be able to lift equipment, supplies, etc. of at least 30 pounds.
• The role may require extended periods of time on your feet, especially during peak hotel hours or events.
• Clear vision is important for reading reports, analyzing data, and overseeing Concierge activities.
• Good hearing is necessary for effective communication with colleagues, guests, and stakeholders.

Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

BHC is an equal employment opportunity employer.  Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.