Come Join the Waterford Hotel Group Team!

At Waterford Hotel Group we pride ourselves on cultivating a workplace that feels like home and brings out the best in you, each and every day. We will celebrate your successes, appreciate your strengths, and offer an environment where each of us can truly be ourselves. We provide competitive compensation and benefits, a tight-knit and supportive work environment, plus numerous opportunities for professional development and advancement. Come for a JOB, stay for a CAREER.

The Ideal Candidate for this Position

The Assistant Front Office Manager supports the Front Office Manager in overseeing daily operations of the Front Desk, Guest Services, and related areas to ensure an exceptional guest experience. This role assists in managing the front office team, ensuring Marriott brand standards are consistently met, and driving guest satisfaction, associate engagement, and financial performance.

Schedule

This is not a Monday thru Friday job, in fact it requires a flexible schedule that includes weekends, holidays and nights, but it is for you if you love people and have the right attitude!

What you will be doing

• The Assistant Front Office Manager is responsible for overseeing all front office associates and direct guest relations, which includes Guest Service Agents, At your Service, and Night Audit. 
• Review House Count for each room type in MARSHA to balance inventory.
• Host Daily Stand ups communicate functions in house.
• Coordinate Schedules, breaks, and assign tasks as needed.
• Pre-arrival planning for current day though upcoming 10 days.
• Audit upcoming arrivals, special requests, package reservations.
• Audit billing for group, and 3rd party reservations, paying attention to mixed billing.
• Audit Credit Card Limit + declined credit card reports- take action to collect payment from guests.
• Follow up on any open guest requests.
• Monitor the mobile dashboard, and Guest Service experience platform for guest needs, respond and resolve within the brand standard allotted time. Review all Ambassador Elite Member arrivals
• Supervise, train, and support front desk agents, supervisors, and guest services staff in all aspects of daily operations.
• Lead team by example, following all brand standards, to provide Wonderful Hospitality Always.
• Assist with scheduling, payroll, and labor management to align with forecasted business levels.

• Monitor guest satisfaction scores and implement strategies to enhance service and exceed expectations.

• Handle escalated guest issues with professionalism and ensure appropriate service recovery.

• Coordinate with Housekeeping, Engineering, and other departments to ensure seamless guest experiences.

• Oversee Marriott Bonvoy loyalty program enrollment and engagement at the front desk.

• Serve as Manager on Duty (MOD) as required.

• Experience with FSPMS is a plus.

Job Requirements 

• Ideal candidate must have at least 2 years Hotel Front Desk Supervisory or Managerial Experience. 
• Strong organization, time management, communication, and follow up abilities. 

• Guest-focused with a passion for hospitality.

• Leadership presence with the ability to inspire and motivate a team.

• Strong ability to multi-task in a fast-paced environment, as well as problem solve.
• You must be able to pass a thorough background check as well as be drug free.