Assistant Front Office Manager

AKA Hotels+Hotel Residences • Alexandria, Virginia, United States • $51.59k - $86.06k / year • 3w ago

Hotel AKA Alexandria, a luxury hotel in Old Town Alexandria, is seeking an experienced and motivated Assistant Front Office Manager to join our front office team.

Manages, administers, and supervises all guest services/bell services and contracted areas, in order to maintain the highest level of courteous, professional and efficient service to all guests. Assist the Front of House Manager in administration and management all Front Office Operations to ensure profitability, control costs and quality standards to ensure total guest satisfaction.

Job Description:

Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
Implement company programs.
Prepare forecasts and reports and assist in the development of the room’s budget.
Monitor and maintain the front office systems and equipment to ensure their optimum performance.
Track guest satisfaction surveys and maximize usage of the guest response tracking system.
Utilize labor management tools to schedule and control labor costs.
Communicate both verbally and in writing to provide clear direction to staff.
Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality Ensure compliance of front office, guest service, and PBX standard operating procedures and policies.
Ensure all Front Office Quality Standards are complied with and are consistently applied.
Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
Perform any other job related duties as assigned.

Experience, Skills and Knowledge

Minimum of 2 years Front Desk experience, preferably in leadership/supervisory role.
High School Diploma or equivalent required, Bachelor’s degree preferred.
Able to handle cash and credit transactions.
Computer literacy and financial management a must.
Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
General knowledge of local area attractions and transportation.
Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
Able to establish and maintain effective working relationships with associates and customers.
Able to make sound business decisions and take action quickly based on previous experience and good judgment.
Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning.
Command of the English language both written and verbal.

Our Team Members enjoy very generous PTO; Health; Dental; Vision and 401(k) benefit plans. We recognize and promote top performers because we know that our success is due to your achievements.

AKA Hotels + Hotel Residences is a family owned and operated company, we consider our Team Members the most important asset. With over 100 years of history and experience behind us we’re always looking for Team Members ready to join our family. Grow with us!

Hotel AKA Alexandria & AKA Hotels+Hotel Residences:

Hotel AKA Alexandria brings a new level of style and sophistication to Old Town, a charming historic destination known for its boutique shopping, art galleries, and waterfront restaurants. Designed by world-renowned architect and designer Piero Lissoni, this tranquil urban retreat enhances your stay in Alexandria, Virginia — just 20 minutes from Washington, D.C. and a short 10-minute drive from Ronald Reagan Washington National Airport.

AKA balances the style and hospitality of an intimate hotel with the space and comfort of an elegantly appointed luxury apartment. Specializing in short and long term stays, AKA stands for exclusive locations, contemporary design and exceptional business, fitness and lifestyle services.