Assistant Front Office Manager

About the role

The Assistant Front Office Manager at The Greenbrier oversees the day-to-day operations of the hotel's Front Office, working closely with Concierge, Housekeeping, Engineering, Activities, Food and Beverage and Retail to coordinate service and deliver exceptional guest experiences. The role also covers cost control, inventory management and compliance with industry regulations.

Key responsibilities

• Oversee the Manager on Duty aspects of the Front Office (Front Desk, Bell Stand, Front Door and Valet).
• Interview, train and schedule staff, conduct performance evaluations and discipline staff when needed.
• Coordinate arrivals, departures and billing, review room blocks and daily arrivals, including Special Attention, Return and Group guests.
• Help prepare the annual departmental budget, monitor budgets, control labor costs and expenses, and follow up on credit problems with the Director of Front Office and/or Credit Manager.
• Review paid-outs, rebates and checks, reconcile cashiers' work at the end of each shift, and develop plans to increase occupancy and ADR through upselling.
• Resolve guest complaints, check guests in and out efficiently, assign rooms and rates correctly, arrange luggage delivery, issue keys, post late charges and settle bills by credit card or cash.
• Work with co-workers and other departments, maintain employee schedules in line with the Union CBA, and keep records and prepare monthly pay-outs.
• Take part in corrective action plans based on survey and guest satisfaction results, and inspect the quality and cleanliness of the property.

Required profile

• Minimum of 2 years of experience in the hospitality industry or a related field.
• Past supervisory experience required.
• Experience at The Greenbrier in Operations or Food & Beverage preferred.
• High school diploma or G.E.D. preferred; Hotel Management degree preferred.
• Excellent written and oral communication skills.

Required skills

• Good documentation skills.
• Computer proficiency with word processing, spreadsheets and databases.
• Ability to work flexible hours, including nights, weekends and holidays, for 40+ hours per week.