Assistant Front Office Manager

Front Office Assistant ManagerBoston, MA, USAFull-timeJob-Category: RoomsJob Type: PermanentJob Schedule: Full-TimeCompensation: USD72,000 - USD74,000 plus bonusCompany DescriptionWhy work for Accor?We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that works brings purpose to your life so that during your journey with us, you can continue to explore Accor's limitless possibilities. by joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.Employee Benefit card offering discounted rates in Accor worldwide.Learning programs through our Academies.Ability to make a difference through our Corporate Social Responsibility activities like Planet 21.Do what you love, care for the world, dare to challenge the status quo!#BELIMITLESSJob DescriptionThis role plays a crucial role in ensuring exceptional guest experiences and smooth front office operations. We are seeking an enthusiastic and detail-oriented Front Office Assistant Manager to join our team in Boston, United States. The Assistant Front Office Manager’s is a key member of our team with the primary function to manage the daily operations of the front office. They are a supervisor to all Front Office personnel, assists with guest complaints, and represents Management in the front office.The Assistant Front Office Manager is responsible for the running of the daily operation of their shift, by providing support to the front desk staff and assisting in any guest challenges that may occur. Additionally, this role performs projects, reporting and daily operational initiatives on an as needed basis.Day to Day Duties and Functions may include:Approach all encounters with guests and employees in a friendly, service-oriented manner.Maintain regular attendance in compliance with Fairmont Standards, as required by scheduling which will vary according to the needs of the hotel.Maintain high standards of personal appearance and grooming, outlined by Fairmont Hotel’s and Resorts grooming policyComply at all times with Fairmont standards and regulations to encourage safe and efficient hotel operations.Assist Guest Service Agents (GSAs) with check in and checkouts, confirming all standard operating procedures are followed properly.Supervise front desk agent with daily duties.Train new employees, help to develop and implement training programsVerify and adjust payroll for hourly staffConduct interviews of potential candidates for GSA positionsCoach and counsel GSAs, Operators and Bell staff on performance, communication and standardsMaintain performance log for GSAs and perform disciplinary action as necessary.Authorize and sign adjustments and paid outs over the limit.Responsible for bank and maintaining it at the correct amount.Be up to date on all guest services, promotions, and events in the hotel.Handle guest complaints, react quickly, logging and notifying proper areas to service guestsCoordinate timely availability of guestrooms with Housekeeping for check-inOversee Bell and Door staffConfirm all daily duties are completed by Front Desk Agents, Operators, and Bell staffMust be able to perform all Front Desk duties.Brief staff daily on events of the dayAssure entire staff is updated with new policies and procedures.Work with Front Desk staff to maintain and improve guest service scoresMaintain a presence at hotel meetings and committees, as requiredResponsible for ongoing special projects and duties within the Front OfficeLog all absenteeism and employee latenessOversee key inventoryComplete special projects in a timely manner as required by FOM or GMBlock rooms for special groupsOther duties as required. QualificationsEDUCATION & EXPERIENCE:1+ year of progressive Front Office supervisory experience in a hotel2 or 4 year college degree preferredExperience in Front desk or customer service in a Hotel environmentSKILLS & ABILITIES:Proficiency in hotel PMS systems (Opera knowledge a plus)Strong communication and problem-solving skillsAbility to work well under pressure and maintain composureCapable of handling financial information and dataExcellent customer service orientationPHYSICAL REQUIREMENTS:Able to stand for extended periodsCapable of light work, including lifting up to 20 pounds occasionallyOTHER:Flexibility to work long hours as requiredProficient in using office equipment and software Salary Range: 72,000.00 - 74,000.00 USD plus bonus