Assistant Front Office Manager

The Otesaga Resort Hotel • Cooperstown, NY • 2d ago

Position: Assistant Front Office Manager

Reports to: Front Office Manager

Job Summary

Responsible for assisting and supporting the Front Office Manager in overseeing all front office operations, including Front Desk, Concierge, Bell Staff, Valet, Shuttle Services, Night Audit, and related areas. This role ensures exceptional guest service, efficient daily operations, and team development while maintaining hotel luxury standards. The Assistant Front Office Manager acts as a leader on duty, directly supervising staff, resolving guest concerns, and achieving departmental financial and service goals.

Essential Job Functions:

Lead and support daily front office operations, ensuring a seamless guest experience from arrival to departure

Supervise and motivate front desk, bell, valet, night audit, and concierge teams

Act as Manager on Duty, handling escalated guest concerns with professionalism and care

Create memorable guest experiences through personalized service and attention to detail

Train, coach, and develop team members to meet luxury service standards

Assist with documentation of disciplinary actions and performance management processes.

Assist with the interview process for applications in related areas.

Partner with other departments to ensure operational excellence

Assist with scheduling, payroll, and labor management

Support revenue-driving initiatives such as room upselling

Monitor guest feedback and implement improvements to enhance satisfaction

Maintain professional appearance as outlined in the company dress code.

Step in to perform line-level duties in all areas as needed

Other duties and tasks as assigned.

Experience:

3-5 years of front office experience in a hotel or resort environment (luxury preferred)

Prior leadership or supervisory experience

Strong problem-solving skills with the ability to handle guest concerns confidently

A hands-on leader who leads by example and inspires their team

Excellent communication and interpersonal skills

Ability to multitask and stay organized in a fast-paced environment

Experience with Agilysys Versa PMS system is a plus

Flexible availability, including weekends, nights, and holidays

Have a basic understanding of budgeting, labor management, pricing, and revenue strategies.

Physical Requirements:

These physical requirements for this position may be accomplished with or without reasonable accommodations. While performing the duties of this job, the employee is regularly required to stand, and/or move for extended periods of time (approximately 8 to 10 hours), twist at the neck and trunk, bend at the waist, stoop, kneel, or crouch. The employee is frequently required to reach with hands and arms. Employees will frequently use their hands to handle objects and tools, and operate service equipment and computers. The employee will also frequently ascend and descend stairs. Vision abilities required by this job include close vision and color vision.

Work Conditions:

The position will require you to work morning, evening, weekend, and holiday hours. While performing the duties of this job, the employee generally works in a moderate to loud environment, dependent on the specific work site and/or equipment operation. This position requires flexibility to work varied shifts, including overnights, weekends, and holidays. The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.

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