Assistant Front Office Manager
On-siteOrlando, Florida, United States
Job Summary
Assist in overseeing front desk operations to ensure guests receive personalized experiences aligned with Aloft brand standards. Support agents in handling requests, complaints, and special accommodations while resolving escalated issues efficiently. Monitor room inventory and availability for upgrades, walk-ins, and overbookings. Act as a mentor for front desk associates, managing scheduling and training new hires on service techniques and operational procedures. Provide guidance on decision-making, efficiency, and professionalism for team members facing performance challenges. Support the Front Office Manager in preparing reports, tracking key performance metrics, and ensuring compliance with company policies. Promote departmental initiatives and maintain accurate records for payment processing, room charges, and tax calculations. Collaborate on staff recognition events and maintain the front desk's alignment with the vibrant, music-driven atmosphere.
Required Qualifications
- High school diploma or equivalent
- Must have a flexible work schedule
Desired Qualifications
- Bachelor's degree in Hospitality Management or a related field
- Previous experience in front desk operations or guest services
- Some supervisory experience
- Excellent customer service and communication skills
- Strong problem-solving skills and ability to handle guest issues effectively
- Proficient in hotel management systems, property management systems, and relevant software
- Detail-oriented with strong organizational and multitasking skills
- Ability to work under pressure and adapt to changing situations
- Proficient in Microsoft Office and hotel & restaurant software(s)
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