What are the responsibilities and job description for the Front Desk Assistant Manager position at Rosen Hotels & Resorts?
Summary:
The Front Desk Assistant Manager is responsible for greeting and registering guests, providing outstanding customer service, upselling hotel outlets, handling basic guest complaints, and settling accounts at the end of their stay. This role supports the Front Desk Manager with day-to-day operations and requires strong multi-tasking, detail orientation, conflict management, and decision-making skills. The Assistant Manager will assign duties and monitor performance to ensure adherence to hotel policies and procedures.
- Support the Front Desk Manager with daily operations and tasks as directed.
- Assign duties and observe performance to ensure compliance with hotel policies and procedures.
- Appraise employee performance, reward and discipline staff, and address complaints and issues.
- Collaborate with staff to maintain labor budgets and directly approve schedules and timecards.
- Support the Front Desk Supervisor, Coordinator, and Agents with operations, including training and guest check-in/out.
- Work with Sales and Finance to review and resolve billing discrepancies.
- Investigate and resolve guest complaints in coordination with the Director of Sales (DOS) and Manager on Duty (MOD).
- Ensure detailed documentation of incidents when providing compensation.
- Monitor and report any suspicious behavior.
- Maintain a positive work environment for all staff, including those outside the Front Desk.
- Maintain a flexible work schedule to support the hotel in the event of a natural disaster.
- All other duties as assigned.
- Previous experience in hotel front desk operations or a related field preferred.
- Strong leadership and interpersonal skills.
- Excellent problem-solving and conflict resolution abilities.
- Ability to manage multiple tasks and prioritize effectively.
- Must be able to legally work in the USA.
- High school diploma or equivalent preferred.
Discover Life at Rosen:
Your career is here in our diverse and friendly workplace where your individuality and ideas are valued. Our company of more than 3,000 associates thrives on teamwork and ingenuity. It is this team who makes Rosen Hotels & Resorts® in Orlando one of Florida’s most respected hospitality companies to work for.
- Affordable Health and Dental Insurance
- On-site Medical Center
- Competitive Compensation
- Holiday Pay
- Paid Vacation and Personal Days
- Tuition Reimbursement and Higher Education Scholarships
- 401(k) Retirement Savings Plan
- Childcare Financial Assistance
- Hospitality and Dining Discounts
- Access to our Family Outreach Center
- Excellent Career Growth Opportunities
- And much more
We are proud to be an equal-opportunity employer and a drug and nicotine-free workforce.