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Assistant Front Office Manager

WHY WORK FOR US?

In the hospitality business, our focus is on making a difference in the lives of our guests and employees. We care about the well-being of our employees and strive to provide a full comprehensive, competitive benefits plan to provide for you and your family’s needs. We offer a flexible schedule, friendly and supportive work environment, opportunities for training and career advancement, employee discounts and so much more!

COMPANY INFORMATION

Located in downtown Buffalo, the Embassy Suites Buffalo is a beautiful 123-All suite hotel located at the stunning Avant building which also boasts upscale and sky-high condominiums, Class A office space and world-class cuisine from local restaurants. Located in the heart of Downtown Buffalo, Avant is in the middle of the financial, government and entertainment districts. With spectacular downtown, city and lake views, Embassy Suites at Avant offers unparalleled amenities, exceptional service and a remarkable location near mass transit.

Embassy Suites Buffalo is a supportive work environment where associates work hard to put the needs of our guests first. Embassy Suites hires friendly, helpful and courteous individuals who will make our guests feel comfortable and want to return again and again. By putting guests first, we've created an open, friendly place to work where honesty, mutual respect, teamwork and high standards are valued.

We are currently looking for individuals who embrace the hospitality culture and are looking for a professional career and growth in the industry. If you are interested in joining our team, expedite your application process and apply directly on our career center at: Recruitment (adp.com)

This role requires flexible availability including weekends and holidays. Flexibility with scheduling is essential to meet the needs of our hotel operations. Candidates must have a driver's license to meet the essential functions of the job.

This is a full-time position with a benefits package including:

Paid Time Off (PTO)
Company Paid Holidays
Health, Dental, & Vision Insurance
Life Insurance, Short Term Disability & Long Term Disability
401k Retirement Savings Plan

JOB SUMMARY

The Assistant Front Office Manager supports daily front office operations, helping ensure an efficient, accurate, and guest-focused arrival and departure experience. This position serves as a working leader at the Front Desk and related guest service areas, assisting the Front Office Manager with operational oversight, service recovery, training support, and administrative follow-up. This role also supports valet operations as needed and serves as the backup leader for any Front Office shift, providing coverage and continuity across mornings, evenings, weekends, and holidays. The Assistant Front Office Manager works cross-functionally with Housekeeping, Maintenance, F&B, Sales, Valet, and other departments to resolve guest needs, protect revenue, and uphold brand and hotel standards.

ESSENTIAL FUNCTIONS

Assist the Front Office Manager with day-to-day oversight of front office operations, including Front Desk, lobby guest services, and guest arrival/departure flow.
Support valet operations as needed by coordinating arrival/departure flow, communicating guest needs, and assisting with issue resolution to maintain a seamless curb-to-room experience.
Perform Front Desk duties as needed, including check-ins/outs, room assignments, key issuance, guest requests, and problem resolution.
Serve as Manager-on-Duty support for the Front Office Manager by monitoring lobby/desk activity, responding to escalations, and coordinating timely solutions.
Provide backup coverage for any Front Office shift as assigned, including opening/closing responsibilities and ensuring consistent execution of standards and procedures.
Ensure guest issues are addressed promptly using service recovery techniques while maintaining professionalism, empathy, and adherence to hotel policies.
Support cash handling and audit practices, including accurate folio review, routing and billing instructions, adjustments/allowances per authorization guidelines, and secure handling of guest payments.
Assist with onboarding and training of front office and valet staff by modeling service standards, providing on-the-job coaching, and reinforcing procedures.
Monitor staffing needs, break coverage, and workflow pacing; communicate observations and recommendations to the Front Office Manager.
Coordinate with Housekeeping and Maintenance to prioritize room readiness, handle room moves, and resolve out-of-order/out-of-service issues impacting guest stays.
Support reservations, rate integrity, and inventory controls by verifying arrivals, managing room type assignments, and escalating overbooking or rate discrepancy concerns.
Assist with daily communication, including shift pass-down, logbook updates, and coordination with departments to ensure consistent guest messaging and follow-through.
Assist with administrative responsibilities such as responding to guest feedback, documenting incidents, tracking follow-up items, and maintaining organized records as directed.
Follow all safety, security, and emergency procedures; report suspicious activity, incidents, accidents, or injuries promptly and complete required documentation.

OTHER DUTIES

Support other hotel departments as needed during peak periods and special events to promote overall guest satisfaction.
Participate in departmental meetings, trainings, and required brand/operational learning activities.
Actively participate in and contribute to initiatives related to guest experience, quality assurance, operational consistency, and revenue protection when requested and/or required.
Perform other duties as assigned.

EDUCATION & EXPERIENCE

High school diploma or equivalent required; college coursework in hospitality, business, or a related field preferred.
Minimum of 2 years of hotel front office/guest services experience required (full-service hotel experience preferred).
Prior experience as a front desk lead, shift leader, or acting supervisor preferred.
Experience working with or alongside valet/parking operations in a hotel environment preferred.
Valid driver’s license with a clean driving record required.
Experience using a hotel property management system (PMS) required; experience with Hilton’s Property Engagement Platform (PEP) and Microsoft Office preferred.
Experience with cash handling, billing/folio review, and service recovery documentation preferred.

KNOWLEDGE, SKILLS & ABILITIES

Strong guest service orientation with the ability to remain calm, professional, and solution-focused in a fast-paced environment.
Working knowledge of front office procedures, including check-in/check-out standards, room assignment strategy, and guest communication expectations.
Ability to learn and effectively use a PMS and other hotel systems to complete transactions accurately and protect revenue.
Ability to support shift operations by coordinating workflow, prioritizing tasks, and providing guidance to peers (without direct supervisory responsibility).
Excellent verbal and written communication skills, including the ability to document issues clearly and deliver consistent shift pass-down.
Strong conflict resolution and service recovery skills with sound judgment and appropriate escalation to leadership.
Strong attention to detail and basic math skills to support accurate billing, postings, balancing, and adherence to cash handling standards.
Ability to maintain confidentiality and professionalism when handling guest information, payment details, and operational matters.
Ability to work flexible schedules, including evenings, weekends, and holidays; reliability and punctuality are essential.

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Ability to stand and/or walk for extended periods during a shift, with frequent movement between the front desk, lobby, back office, and other guest areas.
Frequent reaching, bending, and light lifting associated with office supplies, guest items, and operating standard front office equipment.
Ability to use a computer for extended periods, including repetitive keystrokes for reservations, billing, and guest communication.
Ability to lift, push, pull, and carry items (such as guest luggage, boxes, or supplies) up to 25 lbs occasionally.
Ability to communicate effectively in person and by phone, including listening carefully, speaking clearly, and reading written instructions and on-screen information.
Work is primarily performed indoors at the front desk and lobby areas, with occasional exposure to outdoor elements when assisting with guest needs at the entryway.
Frequent interaction with guests and team members in a public-facing environment requiring consistent professionalism and situational awareness.
Work environment may include moderate noise levels and frequent interruptions; the ability to maintain focus and accuracy is essential.
The environment fluctuates between calm periods and peak rushes (e.g., check-in/check-out times, group arrivals, events) where multitasking, prioritization, and teamwork are critical.
Maintaining a professional appearance and demeanor while delivering consistent, high-quality guest service throughout the shift.

No immigration or work visa sponsorship will be provided for this position.

Uniland Hospitality is an equal opportunity employer and does not discriminate on the basis of any legally protected status or characteristic. Protected veterans and individuals with disabilities are encouraged to apply.

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