Assistant Front Office Manager, USC Hotel

The city of Los Angeles boasts endless attractions and tourist destinations. Amongst all of the sights and sounds, the USC Hotel offers a modern and convenient place to unwind, with 240 spacious, comfortable guest rooms and over 15,000 square feet of flexible event space. Owned and operated by the University of Southern California, and the site of a recent multi-million dollar renovation, the hotel features luxurious fabrics and artwork depicting the storied traditions of USC. Additional renovations, which include the restaurants and kitchens, are in the planning stage.

We are seeking an Assistant Front Office Manager to join our rapidly growing team at the USC Hotel.

The Opportunity:

The Assistant Front Office Manager supports the Front Office Manager in overseeing daily front office operations and supervising staff. This role is responsible for optimizing revenue, ensuring exceptional guest service, and assisting with the supervision of the Front Desk, Security, and related areas. Responsibilities include managing check-ins and check-outs, coordinating VIP services, and maintaining seamless communication with housekeeping, maintenance, and other departments to deliver a consistent guest experience. The Assistant Front Office Manager also serves as Manager on Duty during evenings and weekends, ensuring guest and employee satisfaction while driving departmental financial performance.

The Accountabilities:

• Oversees the Front of House guest experience, including registration, accurate billing, creative problem resolution, and a warm, appreciative departure.

• Responds promptly to guest special requests, concerns, and issues, ensuring high levels of satisfaction and encouraging repeat business.

• Assigns tasks to Front Desk Agents, such as monitoring credit limits, completing guest registration details, posting charges, and maintaining cleanliness and organization at the front desk.

• Supervises service levels and activities of Front Office team members, including supervisors, concierge, security, parking attendants, and bell staff.

• Ensures compliance with all Front Office quality standards, policies, and procedures.

• Assists in managing room inventory status to optimize revenue while meeting guest expectations.

• Supports the development and execution of revenue strategies to achieve occupancy and average daily rate (ADR) goals.

• Collaborates with the Front Office Manager and Revenue Analyst to maximize revenue through the guestroom upsell program.

• Provides input and assists with timely performance appraisals and employee feedback.

• Serves as acting Front Office Manager in their absence.

• Leads the execution of VIP arrivals and special requests, coordinating with relevant departments such as Housekeeping, Food & Beverage, and Security to ensure a seamless and personalized guest experience.

• Acts as Manager on Duty during evening shifts and weekends.

• Maintains appropriate inventory levels of front office and stationery supplies.

• Reviews daily Front Office work and activity reports generated by the Night Audit team.

• Performs other duties as assigned. The University reserves the right to add or modify responsibilities at any time.

The Qualifiers:

• Minimum Education: Associate's degree, Combined experience/education as substitute for minimum education

• Minimum Experience:

  • Two years of front office supervisory experience in a three or four-star hotel environment.

  • Strong written and verbal communication skills, with the ability to effectively resolve conflicts.

  • Excellent interpersonal skills and the ability to build rapport and maintain positive relationships with employees at all levels.

• In addition, the successful candidate must also demonstrate, through ideas, words and actions, a strong commitment to USC's Unifying Values.

What We Prefer:

• Related undergraduate study.

• Three years experience.

• USC experience in related field.

The Trojan Family Rewards:

We pride ourselves in creating theBEST USC EXPERIENCE, and that begins with our employees! We offer a wide variety of benefits and programs that support our staff and their families. For more information please visit https://employees.usc.edu/benefits-perks/.

This support advocates work-life balance and employee well-being. As members of the Trojan family, employees are connected by the traditions and history that make us proud to be Trojans!

The work culture thrives on mutual respect, trust, and synergy amongst all of its members.

USC has great minds that transform the world with their talents and research. Will you be one? Join us!

FIGHT ON!

The annual salary range for this position is$68,640 - $70,000 . When determining an offer, the University of Southern California considers factors such as the scope and responsibilities of the role, the candidate's experience, education, training, key skills, internal peer alignment, applicable laws, contractual requirements, grant funding, and market conditions.