posted January 23, 2025

Assistant Front Office Manager

Compensation: 50,000.00

Job Description

Job Summary
Often the first and last contact for our guests, the Assistant Front Office Manager is a critical link to guest satisfaction. Responsibilities include supervising staff, welcoming guests, processing registration and check-out, anticipating guest needs and meeting or exceeding those needs, responding to and resolving guest inquires and complaints, coordinating with other departments to ensure guests feel well-cared for and valued. This person should be very comfortable interacting with guests and potential clients in a highly professional manner.

Job Duties

• Monitors and responds to all forms of customer feedback, including guests' requests and complaints, in a timely and professional manner to ensure the appropriate action is taken. Follows up to ensure guest satisfaction.
• Assists at the front desk by checking guests in/out of the hotel, accepting payments, and answering questions.
• Monitors and controls all pre-arrival and post-stay communications.
• Assists in managing the Marriott Bonvoy membership program, ensuring that members are appropriately recognized, and all Marriott standards are met.
• Assists in the facilitation of VIP guest arrivals.
• Ensures proper recognition and preference delivery for all repeat guests.
• Assists the Director of Front Office in coaching and counseling team members as needed during shifts.
• Assists in maintaining effective communication within the department by facilitating daily shift briefings, participating in monthly department meetings, and sending email and verbal communications.
• Performs regular supply inventories for the front desk, concierge, and bell/valet stand.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Develops department schedules, including the approval of staff requests and PTO.
• Serves as a role model to demonstrate appropriate behaviors.
• Brings issues concerning employee relations and satisfaction to the attention of the department manager and Human Resources.

Education and Experience

• High school diploma or equivalent; bachelor’s degree preferred
• 2+ years of front office management experience and/or guest relations in a four star or four diamond hotel or resort
• Previous Marriott experience helpful but not required

Skills & Abilities

• Excellent verbal and written communication skills
• Strong time management skills
• Excellent planning and organizational skills
• Proficient computer skills using Microsoft Office
• Basic mathematical skills
• Ability to respond appropriately to guest inquiries and complaints while remaining calm and courteous
• Ability to speak a foreign language(s) a plus but not required
• Detail oriented
• Ability to work a flexible schedule, including evenings, weekends and holidays
• Ability to be on-call when away from work

Physical Requirements

• Ability to stand for extended periods, sit, walk, talk, hear, reach, grasp and perform repetitive motions
• Ability to push, pull, lift, carry or otherwise move up to 10 lbs.

Benefits:

• 401k after 90 days, fully vested, company match to 3%
• Marriott Hotel Discounts Worldwide
• Northwood Hospitality Discounts 
• Discounts at our Gallery Restaurant and Spa
• Health Insurance - Vision, Dental (2), Medical (3)
• Referral Bonus program
• Generous PTO policy
• and more!

If you are a team player with a positive attitude and a passion for providing exceptional customer service, we encourage you to apply for this exciting opportunity.

EEO and ADA Statements

The Ballantyne is an Equal Opportunity Employer, committed to maintaining a diverse workforce and inclusive culture. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job.