Job Description

Forward you resume to execadmin@bwhotelbaltimore.com

Position Summary:

The Assistant Front Office Manager / Supervisor is responsible for supporting the daily operations of the front desk, ensuring the highest level of guest satisfaction, and providing leadership and training to front desk agents. This role assists in supervising front office procedures, maintains quality service standards, and ensures a smooth and efficient check-in/check-out experience for all guests.

Key Responsibilities:

  • Supervise and assist with front desk operations, including guest check-in/check-out, room assignments, and payment processing.

  • Ensure guest service excellence by anticipating needs, resolving issues, and exceeding expectations.

  • Support the Front Office Manager in leading, scheduling, training, and mentoring front desk staff.

  • Maintain a high level of professionalism and hospitality at all times, setting the standard for guest interaction.

  • Monitor reservations, room availability, and handle overbooking or walk situations in coordination with other departments.

  • Handle guest complaints promptly and effectively, escalating complex issues as necessary.

  • Assist with onboarding and performance evaluations of front desk team members.

  • Ensure all front desk policies, procedures, and safety guidelines are followed.

  • Monitor appearance, behavior, and performance of team members to ensure hotel standards are met.

  • Collaborate with housekeeping, maintenance, and other departments to meet guest needs and ensure room readiness.

  • Maintain accurate records including cash handling, incident reports, and shift checklists.

Qualifications:

  • High school diploma or equivalent required; hospitality or business degree preferred.

  • 2+ years of front desk experience in a hotel setting, with 1+ year in a supervisory or team lead role.

  • Proficient in hotel property management systems.

  • Excellent communication, leadership, and problem-solving skills.

  • Ability to work a flexible schedule including evenings, weekends, and holidays.

  • Strong attention to detail and organizational skills.

  • Ability to multitask and remain calm under pressure in a fast-paced environment.

  • Customer-focused with a warm and professional demeanor.