Assistant Manager - Front Office

About the role

Sheraton Hotels & Resorts is hiring an Assistant Manager for its Front Office at the Sheraton Lagos Hotel in Ikeja, Lagos. The position assists the Front Office Manager in administering front office functions and supervising staff on a daily basis, covering Bell/Door Staff, Switchboard and Guest Services/Front Desk. It is a full-time management role.

Key responsibilities

• Support the management of the Front Desk team, supervise and manage employees, and cover for the Front Office Manager in their absence
• Manage day-to-day operations and ensure quality standards and customer expectations are met
• Develop goals and plans, handle complaints and resolve disputes, and work with the Front Office Manager to improve service
• Take part in corrective action plans based on guest comment cards and satisfaction results
• Deliver exceptional customer service, coach staff, and handle guest problems and complaints
• Implement the customer recognition/service program and ensure compliance with front office policies, standards and procedures, including credit policies
• Communicate with supervisors, executives and colleagues, share information from pre- and post-convention meetings, and attend department meetings

Required profile

• High school diploma or GED, with 2 years of experience in guest services, front desk or a related field
• OR a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or a related major, with no work experience required