Assistant Director Hotel Front Office

Battery Wharf Hotel • Boston, MA • 1h ago

JOB SUMMARY The Assistant Director of Hotel Front Office oversees all
front desk operations, ensuring exceptional guest service and smooth
daily functioning of the front office. This role involves managing
staff, coordinating with other departments, and maintaining high
standards of hospitality, efficiency, guest satisfaction and
profitability. ESSENTIAL JOB FUNCTIONS Supervise and manage front desk
staff including receptionists, concierge, and bell staff. Make personnel
decisions (hire, terminate, promote, adjust salary- with the support
from HR); instruct new employees; observe and evaluate job performance
of subordinates to provide feedback; develop/utilize tools to promote
programs to improve productivity, safety, profitability, etc.; motivate
staff and maintain excellent employee relations. Train, schedule, and
evaluate front office team members. Ensure efficient check-in/check-out
procedures and guest satisfaction. Perform front desk duties including
check-ins and check-outs when busy and the employees need assistance;
handle all account issues with checkouts including direct bill, gift
certificates, vouchers, etc.; process folios in a timely manner; handle
staffs cash handling discrepancies. Capable of performing duties on all
shifts, including Night Audit. Handle guest complaints and resolve
issues promptly and professionally. Monitor and check the quality of
customer service at the front desk and doorpersons, resolve complaints
and evaluate patterns or trends in customer complaints to plan
corrective actions. Monitor room availability and coordinate with
housekeeping and reservations. Coordinate with all department heads to
ensure efficiency and profitability of hotel. Collaborate with other
departments to ensure seamless guest experiences. Inspect facilities and
equipment for clean, safe, and/or sanitary conditions and compliance to
hotel standards. Maintain professional appearance according to company
standards and ensure that appearance standards are maintained by all
employees. Demonstrate working knowledge of appropriate housekeeping
procedures relating to the Front Office including room status update;
adhere to established lost and found procedures. Recommend and
administer all company policies and procedures; maintain compliance to
all local, state, and federal laws; demonstrate a professional manner
regarding compliance of all policies; notify hotel management of
problems needing immediate attention such as serious customer
complaints, policy violations, safety concerns, cash shortages, etc.
Maintain accurate records of guest accounts and billing. Implement and
maintain front office policies and procedures. Prepare reports on
occupancy, revenue, and guest feedback for management. Ensure compliance
with health, safety, and hotel standards. KNOWLEDGE, SKILLS, ABILITIES
High school diploma or equivalent; hospitality degree preferred. At
least 2 years experience in hotel front desk or hotel operations in a
supervisory role. Ability to work 50 hours a week including evenings,
weekends, overnights, and holidays. Experience managing in a union
environment considered a strong plus Previous experience managing and
leading team members through motivation, coaching and development.
Strong leadership and team management skills. Excellent communication
and interpersonal abilities. Proficiency in hotel management software
(e.g., OPERA, Maestro, or similar). Ability to multitask and remain calm
under pressure. Ability to work in a fast-paced hotel setting. PHYSICAL
REQUIREMENTS Ability to stand and move throughout front office and
continuously performs essential job functions. Standing 95% of shift
Lifting up to 25 pounds maximum. Occasional twisting, bending, stooping,
reaching, standing, walking. Frequent talking, hearing, seeing and
smiling.

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