Assistant Front Office Manager

Job Title:        Assistant Front Office Manager

Department:  Rooms

Reports To:    Front Office Manager

Status:            Full-Time, Exempt

Pay:                $75,000 per year

Housing:        Eligible for Shared Company Housing Paid by Employee

Benefits:         Health/Dental/Vision/401K/Life/Pet

Location:       Gurney’s Resorts & Seawater Spa, Montauk, NY

About Us:
Gurney’s Resorts & Seawater Spa is a premier luxury destination offering unparalleled oceanfront experiences in Montauk. Our mission is to create a unique, effortlessly elegant experience for our guests.

Job Summary:
The Assistant Front Office Manager supports the Front Office Manager in overseeing the daily operations of the Front Desk, Concierge, and Guest Services teams. This role ensures smooth and efficient service delivery, assisting with training, scheduling, and handling guest concerns. The Assistant Front Office Manager also plays a key role in managing property systems, including OPERA and HotSos, to enhance guest experiences and operational efficiency.

Key Responsibilities:

• Support the Front Office Manager in leading and managing the Front Desk, Concierge, and Guest Services teams.
• Assist with training, scheduling, and performance management to ensure consistent service standards.
• Oversee daily operations, including check-in/check-out, room assignments, and guest requests.
• Utilize OPERA and HotSos systems to manage room inventory, guest profiles, and maintenance tasks.
• Address guest inquiries, complaints, and special requests promptly, ensuring high satisfaction levels.
• Coordinate with other departments, including Housekeeping and Engineering, to provide seamless service.
• Assist in maintaining accurate records of guest preferences, special dates, and service notes to personalize experiences.
• Step in to cover staff roles during breaks, absences, or high-traffic periods, ensuring smooth operations.
• Monitor payroll adherence to budget guidelines, supporting efficient labor cost management.
• Help prepare reports on Front Office performance, identifying areas for improvement and suggesting solutions.
• Stay updated on hospitality trends and new technologies to continually improve service delivery.
• Perform other reasonable duties as required by management.

Qualifications:

• Bachelor’s degree in Hospitality Management or related field preferred.
• 1-2 years of experience in hotel operations, preferably in a luxury setting.
• Strong leadership skills with a focus on team collaboration and guest satisfaction.
• Familiarity with OPERA, HotSos, and Microsoft Office Suite.
• Excellent communication and problem-solving abilities.
• Ability to work flexible hours, including weekends and holidays.
• CPR and First Aid certification are a plus.

Physical Requirements:

• Ability to stand, walk, and move around the front desk and lobby area for extended periods, including during busy check-in and check-out times.
• Occasionally lift and carry items up to 20-30 pounds, such as guest luggage, packages, or office supplies.
• Frequent bending, reaching, and twisting to access files, supplies, and equipment.
• Manual dexterity to handle or operate office equipment, including telephones, computers, and printers.
• Good vision to read screens, documents, and small print; good hearing to communicate effectively with guests and team members.
• Ability to speak clearly and effectively to convey information to guests, team members, and other departments.