Assistant Front Office Manager

Arlo Hotels an independent lifestyle hotel is now actively seeking a dynamic Assistant Front Office Manager.  Are you someone who is passionate about people, driven by purpose, and clever in your approach? If so keep on reading!! Here at Arlo we strive to create a sense of awe that leaves those we touch wanting more”…..  

This position will be responsible for the daily operation of the front desk and liaising with any area impacting guest service. Plans, directs and coordinates activities to ensure exceptional service is achieved. Provides operational support, distributes information, trains, motivates and recognizes team members. Exercises independent judgment and initiative in the course of carrying out overall responsibilities. 

RESPONSIBILITIES AND AUTHORITIES: 

• Always treats guests with courtesy and respect in a variety of situations. 

• Displays honesty & integrity. 

• Oversees the Front Office Department – Lobby Hosts. 

• Conducts pre-shift meetings. 

• Communicates effectively to staff using tools such as development reviews, training, departmental orientation and monthly departmental meetings. 

• Motivates and develops team members. 

• Maximizes room sales, room revenue and profit. 

• Delivers outstanding service and creates memorable experiences. 

SPECIFIC DUTIES: 

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the guests on a daily basis 

• Supervise and support Front Desk Agents and other guest service staff, ensuring they adhere to hotel policies, procedures, and service standards 

• Handle guest check-ins and check-outs in a timely and efficient manner, addressing any special requests, inquiries, or issues. 

• Ensure that all guests receive personalized, professional, and prompt service from the Front Desk team 

• Embraces and effectively lives Arlo Hotels values and culture. 

• Takes personal ownership of resolving service issues and creating memorable guest experiences 

• Lead by example, demonstrating professionalism, attention to detail, and superior customer service 

• Monitor guest feedback, including online reviews, surveys, and direct feedback, and implement corrective actions where necessary 

• Create and maintain a positive and motivated work environment, fostering teamwork, collaboration, and communication across the department 

• Ensures work is completed to include shift closings, room deposits and refunds. All necessary paperwork is completed. 

• Maintain prompt, courteous, and professional communication to quickly resolve all guest inquiries 

• Conducts performance reviews with reporting team members. 

• Communicates effectively to staff using tools such as: pre-shift briefings, orientation, activities, short take training and developmental reviews. 

• Manages same day rooms inventory and rate yielding. 

• Completes other duties as assigned by the Director of Front Office 

• Demonstrates scheduling flexibility to support business levels, staffing needs, and overall hotel operations. 

Education: 

Any combination of education and experience providing the required skill and knowledge for successful performance would be qualifying. Typical qualifications would be equivalent to: 

• Hospitality Diploma or Degree preferred 

• Minimum 2 – 3 years in a management position 

Knowledge: 

• Hospitality or customer service 

• Opera experience.