Role:                   Assistant Front Desk Manager
Reporting to:       Guest Relations Manager
Role based:        Vanderbilt – Newport, RI

Why This Job Exists:

Responsible for the caring and efficient operation of the Guest Services Team. The Assistant Front Desk Manager works with managers and employees to successfully execute all guest service operations while upholding and embodying Auberge Resorts Collection Standards. The Assistant Front Desk Manager is an active role that will supervise the front desk, night audit, valet, and PBX Agent and also work alongside with the Guest Services Team. Responsibilities include, but are not limited to, assisting the Guest Relations Manager in the following areas: training, coaching, guest service delivery, and performance management. This position will mainly be an evening position.

Key Duties and Responsibilities:
  • Welcome and greet Guests, ensuring a prompt and courteous service is always provided and is in line with the Grace Vanderbilt quality and service standards
  • Act as an ambassador of the Vanderbilt by providing Guests any reservation, information, amenities, area attractions, spa and dining booking, as needed
  • Consistently ensures that all Vanderbilt Service Standards, policies and procedures are properly understood, implemented and monitored throughout the Guest Relations team.
  • Supervises and executes check-in and check-out procedures, rooming, phone and e-mail handling, providing direction to the Front Office employees and acting as a mentor for the staff and a point of reference for the guests.
  • Actively contributes in achieving high sales turnover, maximizing room revenue and occupancy by executing the instructions forwarded by the Rooms Division manager regarding rates and availability.
  • Is fully knowledgeable about the hotel facilities and its services, as well as the local area and is able to address, assist Guests and Front Office team accordingly.
  • Engages positive communication and relationships with guests and employees of all departments, cooperating and coordinating teamwork with hotel departments as necessary.
  • Ensures that any guest preferences (e.g. Bespoke Options and/or Experiences) are recorded on the Opera guest history page and are correctly introduced to the appropriate departments for follow-up.
  • Handles guest complaints and comments as appropriate, ensuring follow up and high customer care is provided, taking appropriate action to resolve any dissatisfaction in liaison with Guest Relations Manager.
  • Supports the Guest Relations Manager in controlling and analyzing departmental costs and staff scheduling so to ensure spending is within budget.
  • Ensures that all necessary documents have been prepared, such as registration cards, spa treatments and restaurant confirmations, as well as any other item that may support efficient and timely Front Office processes.
  • Ensures correct billing arrangements are provided to the Front Office team according to FO policies and procedures.
  • Supervises that an adequate amount of money, either coins or notes, is available during the shift to accommodate cash transactions.
  • Behaves as a role model, communicating effectively with colleagues, acting as a motivating influence, training all new team members.
  • Perform any other reasonable duties as required by the Guest Relations Manager.
  • Lead Manager when Guest Relations Manager is off duty.
Person Specification:
  • An individual with a passion for guest service.
  • The ideal candidate will be an aspiring hospitality professional who is ambitious, eager to learn and understands the value of working in a team-based environment.
  • Minimum of 4 years Luxury Hotel experience preferred
  •  Superior professional appearance and manner
  • Ability to relate to all levels of management, colleagues and guests.
  • The candidate must have the ability to work flexible hours including evenings, weekends, and holidays.
How You Can Succeed in This Role:

Working at Auberge Resort Collection Hotels can offer an opportunity to build a life-long career where you can grow beyond your limits.  Our people are ENRICHing Lives:

Excellence - Strive to be the best. Find solutions to challenges in order to continually improve and deliver exceptional results.
Nurturing - Personal growth drives us. We reach higher by being collaborative and team-oriented.
Respectful - Treat others and the world around us as we would like to be treated.
Individual - Everyone has something to give. Value each person’s individuality and unique value.
Curious - Celebrate creativity and embrace new experiences.
Heartfelt - Warm and Present, we have a true heart for hospitality, creating joy and happiness.

This job description is intended to illustrate the main duties and responsibilities of the role. It is not intended to be exhaustive and please be advised that the duties and responsibilities may be added on a temporary or permanent basis as appropriate.

Department: Guest Services
This is a management position

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