Assistant Front Office Manager [AC Hotel / Residence Inn Reston]

Are you passionate about leading a team? We're seeking a passionate Assistant Front Office Manager for our dual property hotel, where you'll provide exceptional service across two distinctive environments.

Elevate your career in hospitality with us! Our brand new hotel conveniently located at the Reston Town Center Metrorail Station, the AC Hotel and Residence Inn Reston will open in November 2024 with 267 rooms including a Rooftop Bar and full service restaurant servicing breakfast, full and dinner.

The hotel will be equipped with over 10,000 square foot of meeting space, indoor heated pool and state of the art fitness center.

Our Assistant Front Office Manger is responsible for assisting the Front Office Manager in the daily operations of the hotel’s front office.

Essential Functions

• Responsible for the operational side of Front Office.
• Ensuring that all staff know procedures and standards required within their sections and keeping workstations tidy at all times.
• Blocking guests' rooms prior to guest arrival.
• Monitor and maintain all guest check-ins.
• Proper channeling of all guest complaints received, according to hotel procedures and strict liaison with Front Office Manger with regard to these complaints.
• Daily review of in-house accounts.
• Ensuring a daily bucket check is done.
• Immediate follow-up of any accounting / guest bill problems.
• Ensure concierge department is fully staffed and guest requests are handled properly.
• Work closely with Housekeeping, Engineering, Catering and Sales to assure groups and special functions are handled smoothly.
• Daily review of audit packs.
• Train staff and ensure that proper direct bill and credit card procedures are in place and being followed.
• Monitor posting of guest charges and approve all adjustments to minimize lost revenue (Revenue daily packs).
• Ensure that the proper cash handling policies are in place and being followed.
• Assist FOM in training and monitoring staff on hotel and / or brand standards for guest services.
• Assist FOM in ordering and maintaining Front Office supplies and equipment according to and within budget.
• Assist FOM in maintaining and reporting problems with Front Office POS.
• Establish effective front office communications and information system through logs, department meetings, and coaching and counseling.

Set clear standards for employees and communicate all goals and results.

• Assist the General Manager in resolving guest complaints concerning the Front Office.
• Assist FOM in hiring, training, counseling, and motivating department personnel, payroll administration for department personnel, and conducting all department personnel performance appraisals.
• Adhere to all work rules, procedures and policies established by the hotel, including, but not limited to, those contained in the employee handbook.

Education and Experience

Solid experience in Front Office including Front Desk, Night Audit, Reservations and Concierge.

Skills and Abilities

• Clear, concise written and verbal communication skills.
• Strong customer service orientation and skills.
• Superior interpersonal skills. Ability to get along with diverse personalities, tactful and flexible.
• Excellent listening skills
• Ability to stand for a long period of time.
• Ability to work in a fast paced environment.
• Ability to maintain control and composure in difficult situations and exhibit good judgement.

Benefits and Perks

Donohoe Hospitality Services is pleased to offer employees a comprehensive Benefits Package that includes health, dental, and vision insurance*, leaves of absence, retirement plans, paid time off, and MORE! Through this selection of benefits and perks, we strive to provide employees with options that will enhance their quality of life in and out of work.

• minimum 32 hours / week to qualify
30+ days ago