Assistant Front Desk Manager at GATEWAY HOTEL & CONFERENCE CENTER – Ames, Iowa

The Assistant Front Desk Manager assists in leading the Front Office team to deliver outstanding service throughout the entire guest experience—from reservations and arrival to stay and departure. This role helps develop front office supervisors and staff, ensures operational efficiency, and maintains high standards for guest service, communication, and billing accuracy.

Essential Duties and Responsibilities

• Support the daily operations of the Front Office while ensuring service standards consistently exceed guest expectations.

• Monitor and evaluate guest feedback, respond to concerns, and ensure timely follow-up and resolution.

• Ensure accurate and thorough cash handling procedures during both weekday and weekend operations.

• Investigate discrepancies and troubleshoot operational issues to improve processes and staff performance.

• Collaborate with the Sales Department to coordinate group bookings, special events, and VIP arrivals.

• Maintain clear and consistent communication with team members to support departmental goals and operational priorities.

• Professionally handle guest complaints, disputes, and service recovery situations in a timely and effective manner.

• Assist in managing staff performance and coaching team members to deliver exceptional guest service.

• Work closely with the Front Office Manager on departmental initiatives, goals, and improvement projects.

• Lead ongoing training initiatives and utilize available training tools to support employee development.

• Maintain the highest standards of guest and employee safety and security.

• Assist with accident investigations and support proactive safety initiatives.

• Ensure compliance with company policies, operational standards, and applicable legal regulations.

• Manage the payment of commissions to online travel agencies (OTAs).

• Support the coordination and management of group room bookings and reservations.

• Deploy and update rate strategies in the Property Management System (PMS) and online extranets to maximize revenue and RevPAR.

• Other duties as assigned.

• 1–2 years of experience in a hospitality leadership or front desk supervisory role.

• Previous supervisory or team leadership experience preferred.

• Ability to work flexible schedules, including evenings, weekends, and holidays.

• Experience or ability to learn Property Management Systems (PMS) and Online Reservation Systems (ORS).

• Proficiency in Microsoft Office applications including Word, Excel, and Outlook preferred.

• Excellent verbal and written communication skills.

• Strong organizational, analytical, and problem-solving abilities.

• Ability to work independently while contributing to a collaborative team environment.

• Ability to exercise sound judgment when addressing guest concerns and operational challenges.

• Knowledge of federal, state, and local employment and workplace regulations is preferred.

Work Environment

This role operates in a fast-paced hospitality environment that requires strong attention to detail, multitasking, and frequent interaction with guests and team members. The position may require standing for extended periods and responding to operational needs during peak business times.