Assistant Front Office Manager Job at The Greenbrier in White Sulphur Springs

Summary

The Assistant Front Office Manager at The Greenbrier is responsible for overseeing the day‑to‑day operations of the hotel, ensuring smooth and efficient functioning of the Front Office Operations. The Assistant Front Office Manager also collaborates with various departments such as Concierge, Housekeeping, Engineering, Activities, Food & Beverage, and Retail to ensure seamless coordination and exceptional guest experiences. They also handle cost control and inventory management to optimize resources and achieve financial targets. Additionally, the Assistant Front Office Manager ensures compliance with industry regulations and maintains a safe and secure environment for guests and employees.

Responsibilities

• Oversee the Manager on Duty aspects of the Front Office operation (Front Desk, Bell Stand, Front Door, & Valet).
• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial/business decision making; demonstrate honesty and integrity; lead by example.
• Interview, train, and schedule staff. Conduct performance evaluations and discipline staff when needed.
• Coordinate arrivals, departures, and billing requirements for all guests. Review room blocks for arrivals and resolve any discrepancies. Review daily arrivals to ensure proper handling of special‑attention guests, return guests, and groups.
• Help prepare the annual departmental operating budget and financial plans. Monitor budget and control labor costs and expenses with a focus on rate strategy, building initiatives, and inventory management.
• Ensure that all financial and credit procedures are followed. Follow up on credit problems with the Director of Front Office and/or Credit Manager. Review all paid‑outs, rebates, checks and cashier’s work at the end of the shift to ensure transactions are reconciled with proper approvals and endorsements.
• Develop plans to increase occupancy and ADR through upselling at the front desk.
• Resolve customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assist customers in all inquiries in connection with hotel services and hours of operation.
• Check guests in and out in an efficient and friendly manner, using guest name whenever possible. Assure the guest is assigned the requested room type and correct rate. Arrange for luggage delivery to the guest room. Issue correct keys. Check out guests at the end of stay. Ascertain satisfaction, collect keys, post late charges, present bill, and settle bill accurately through credit card or cash transaction.
• Work harmoniously and professionally with co‑workers, supervisors, and other departments.
• Schedule employees, track vacation requests, and ensure all scheduling complies with the Union CBA.
• Strategic planning, execution, and motivation within the Front Office to ensure guests receive the best experience when inquiring about upgrades. Keep proper records and prepare monthly take‑outs for team members.
• Participate in the development and implementation of corrective action plans based on survey reviews and guest satisfaction results.
• Provide services that exceed customer expectations and enhance retention.
• Inspect the quality and cleanliness of the property and report deficiencies to appropriate departments.
• Assist with the management of other operational departments, as needed.

Preferred Qualifications

• Minimum of 2 years experience in the hospitality industry or related field.
• Experience at The Greenbrier – Operations or Food & Beverage preferred.
• Prior supervisory experience required.
• High School Diploma or GED preferred.
• Hotel Management degree preferred.
• Excellent written and oral communication skills.
• Good documentation skills.
• Computer proficiency with word processing, spreadsheets, and databases.

In addition to the Ten Essential Attributes for All Employees.

Working Hours

40+ hours per week. Flexible schedule – includes nights, weekends, and holidays.

Physical Requirements

Standing, sitting, walking, climbing, bending/stooping, overhead reaching, arm/hand movement, hand‑eye coordination.