JOB SUMMARY:As an Abbey Resort associate, you will have the opportunity to be part of an incredible team at an all-service resort situated on the beautiful shores of Geneva Lake. We aim to hire individuals who are ready and committed to exceed the expectations of every guest by genuinely creating lasting memories, maintaining a positive attitude, and providing outstanding service every time.

BASIC FUNCTION: The Assistant Front Office Manager supports the daily operations of the Front Office department and assists in ensuring exceptional guest service, operational efficiency, employee engagement, and financial performance. This position works closely with the Front Office Manager to oversee Front Desk, Guest Services, Reservations, and Night Audit operations while maintaining resort standards and enhancing the guest experience.

QUALIFICATIONS: EDUCATION, KNOWLEDGE, TRAINING, & WORK EXPERIENCE

High school graduate or equivalent.

Four-year college degree, preferably in the hospitality industry or 5 years job related experience.

Two years of management experience in Front Office or Reservations preferred.

Valid Driver’s License in good standing, and acceptable driving record per company standards.

General computer proficiency.

Pleasant phone demeanor.

Advanced knowledge of Front Office computer systems, including the ability to solve system related problems.

ESSENTIAL FUNCTIONS:

Assist in supervising and supporting all Front Office employees while promoting exceptional guest service standards.

Assist with training, coaching, and motivating Front Office staff to perform their duties effectively.

Support the implementation and maintenance of Front Office operating procedures and training materials.

Ensure Front Office associates follow established systems, controls, policies, and procedures.

Assist with scheduling staff according to occupancy levels and operational needs.

Act as Manager on Duty when assigned.

Ensure exceptional guest service is consistently delivered at the Front Desk and throughout Guest Services operations.

Assist with conducting departmental meetings and communicating operational updates to staff.

Monitor daily room inventory, arrivals, departures, and room status coordination.

Work closely with Housekeeping and Maintenance departments to ensure guest rooms are ready and guest needs are met.

Support the Front Office Director in monitoring rate and inventory controls to maximize revenue opportunities.

Lead by example by demonstrating professionalism and excellent guest interaction skills.

Check guests in and out efficiently, ensuring proper payment methods, accurate guest information, and fulfillment of special requests.

Help resolve guest issues and create positive recovery experiences when service challenges arise.

Assist in maintaining open communication between departments to ensure efficient resort operations.

Support Front Desk Supervisors, Front Office Agents, Night Audit, Reservations and Guest Services staff as needed.

Attend required meetings and training sessions as a representative of the Front Office department.

Assist with coaching, counseling, and disciplinary discussions in partnership with the Front Office Director.

Ensure group rooming lists and special requests are accurate and communicated appropriately.

Delegate responsibilities among staff fairly and efficiently.

Interact with hotel/resort staff in a professional manner and assist other departments when necessary.

Identify trends and patterns in guest feedback and assist in forming corrective action plans both interdepartmental and intradepartmental.

MARGINAL FUNCTIONS:

Effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds

Required to perform other tasks and duties as assigned.

Scheduled hours may vary on business needs and may or may not include holidays, weekends, various shifts, overtime or reduced hours.

To assist other departments as required.

Will perform additional duties as requested by the Director of Rooms.  

ENVIRONMENT: Office setting, hard surfaces with overhead artificial lighting and comfortable regulated ventilation. 

We are an Equal Opportunity and Employer

M/F/D/V