Job Description
The Assistant Front Office Manager supports the daily operation of the Wilson Lodge Front Desk and Guest Services team. This role assists with supervising Front Desk Hosts, maintaining service standards, supporting guest recovery, monitoring arrivals and departures, and ensuring a smooth, welcoming experience for every guest. This position requires strong hospitality, leadership, attention to detail, problem-solving skills, and the ability to coach Hosts while also working hands-on at the desk during peak business periods.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Provide warm, professional, and gracious service to all guests, Hosts, and internal departments.
- Support the check-in and check-out process to ensure accuracy, efficiency, and a positive guest experience.
- Monitor daily arrivals, departures, room readiness, special requests, VIPs, groups, and guest recovery needs.
- Assist with guest concerns, service recovery, billing questions, room moves, and follow-up communication.
- Ensure all guest information is accurately collected and verified at check-in, including valid photo ID, payment authorization, address, and contact information.
- Promote direct booking, resort amenities, packages, dining outlets, and Oglebay activities.
- Assist the Front Office Manager in supervising, coaching, and mentoring Front Desk Hosts.
- Help train new Hosts on front desk standards, guest service expectations, PMS procedures, phone etiquette, and resort knowledge.
- Provide shift leadership during assigned hours and ensure the desk is properly covered and organized.
- Support daily pre-shift communication with updates on occupancy, groups, events, guest issues, and operational priorities.
- Help maintain a positive, professional, and team-focused work environment.
- Review front desk transactions, room postings, adjustments, packages, deposits, and billing concerns for accuracy.
- Assist with shift reports, room status reviews, guest issue logs, MOD communication, and follow-up documentation.
- Partner with Housekeeping, Maintenance, Reservations, Revenue Management, Bell Services, Security, and Catering/Conference Services as needed.
- Support proper handling of guest keys, cash banks, credit card authorizations, room assignments, and confidential guest information.
- Help identify operational gaps and recommend process improvements.
- Standards and Accountability
- Ensure Front Desk Hosts follow Wilson Lodge and Oglebay service standards, appearance standards, and operational policies.
- Maintain a clean, professional, and guest-ready front desk area.
- Reinforce front desk expectations, including professional conduct, no personal cell phone use while serving guests, and full guest engagement.
- Support safety, emergency, and security procedures, including accurate in-house guest information.
- This is an hourly position with a flexible schedule based on business needs. Evening, weekend, and holiday availability is required.
- Complete appropriate trainings listed on the human resources Training Matrix
- Adhere to Wheeling Park Commission’s safety rules and policy; refer any and all safety concerns to department manager, safety committee or human resources
- Interact with the public with a cheerful and positive attitude, solve guest problems and complaints in a proper manner, and maintain harmonious working relationships with fellow employees
QUALIFICATIONS
- Prior hotel front desk, guest services, or hospitality supervisory experience preferred.
- Strong guest service, communication, and problem-solving skills.
- Ability to lead by example and remain calm during high-volume periods.
- Experience with hotel property management systems preferred.
- Ability to work a flexible schedule, including evenings, weekends, holidays, and peak resort periods.
- Strong attention to detail with cash handling, billing, reservations, and guest information.
- Must be dependable, professional, and able to maintain confidentiality.
SUPERVISORY RESPONSIBILITIES
Manages a total of 15-20 employees for the Front Desk, and Guest Services areas. Is responsible for the overall direction, coordination, and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
EDUCATION and/or EXPERIENCE
Bachelor's degree (B. A.) from four-year college or university; or two to four years related experience and/or training; or equivalent combination of education and experience.