Position Summary

The Assistant Front Office Manager supports the Front Office Manager in leading the daily operations of the Front Office department, ensuring exceptional guest service, operational efficiency, and team member engagement. This position is responsible for overseeing evening front desk operations, supervising Guest Services team members, resolving guest concerns, and ensuring a seamless guest experience.

As a key member of the hotel leadership team, the Assistant Front Office Manager serves as Manager on Duty during the evening shift and acts as the primary point of contact for guest and operational matters in the absence of senior management.

Schedule: Primarily 3:00 PM – 11:00 PM, including weekends and holidays as business demands require.

The Ideal Candidate

The ideal candidate is a service-driven hospitality professional who thrives in a fast-paced environment and leads by example. They are confident making operational decisions, resolving guest concerns, coaching team members, and ensuring a seamless arrival and departure experience for guests. This individual demonstrates strong leadership, attention to detail, and a commitment to delivering exceptional guest service during the hotel's busiest evening hours.

Essential Responsibilities

Front Office Leadership

Assist the Front Office Manager in overseeing the daily operations of the Front Office department.
Provide leadership, coaching, and support to Guest Services Agents and other Front Office team members.
Monitor service standards and ensure team members deliver exceptional guest experiences.
Assist with scheduling, training, performance management, and employee development.
Maintain effective communication with all hotel departments to ensure seamless operations.

Guest Experience

Resolve guest concerns, complaints, and service recovery situations in a professional and timely manner.
Ensure VIP guests, group arrivals, airline crews, and special requests are handled accurately and efficiently.
Promote a welcoming, safe, and service-focused environment throughout the hotel.
Build positive relationships with guests to enhance satisfaction and loyalty.

Operational Management

Serve as Manager on Duty during assigned shifts, making operational decisions and ensuring seamless hotel operations in the absence of senior leadership.
Oversee front desk activities including check-in, check-out, room assignments, cash handling, and reservation accuracy.
Review daily operational reports, guest arrivals, departures, VIP reservations, and special requests to ensure service readiness for evening operations.
Monitor room inventory, availability, and rate management in accordance with hotel standards.
Update reservation systems, including inventory and group blocks, as required.
Monitor and process reservation changes, special requests, and in-house rate adjustments.
Ensure completion of daily operational reports, checklists, and required documentation.
Monitor lobby activity and staffing levels and make operational adjustments as needed.
Coordinate with department leaders to ensure continuity of service and operational excellence.

Safety & Emergency Response

Respond to guest incidents, emergencies, and operational challenges in a calm and professional manner.
Ensure compliance with hotel safety policies, procedures, and emergency response protocols.
Promote a secure environment for guests, visitors, and team members.
Assist with emergency response efforts and follow established hotel procedures when necessary.

Additional Responsibilities

Assist with special projects and departmental initiatives.
Participate in hotel leadership meetings and operational planning.
Support other departments as business needs require.
Perform additional duties as assigned.

Qualifications

Required

High school diploma or equivalent.
Minimum two (2) years of hotel front office, guest services, or hospitality experience.
Minimum one (1) year of supervisory experience in a hospitality environment.
Strong customer service, communication, and problem-solving skills.
Ability to lead and motivate a diverse team in a fast-paced environment.
Proficiency with hotel property management systems and Microsoft Office applications.
Ability to make sound decisions and effectively manage guest and operational concerns.

Preferred

Associate's or Bachelor's degree in Hospitality Management, Business Administration, or a related field.
Previous experience as a Front Desk Supervisor, Guest Services Supervisor, or Assistant Front Office Manager.
Experience serving as Manager on Duty.
Comprehensive knowledge of hotel operations and guest service standards.
CPR and/or First Aid Certification.

Physical & Scheduling Requirements

Ability to work a flexible schedule, primarily 3:00 PM – 11:00 PM, including weekends and holidays.
Ability to stand and walk for extended periods.
Ability to respond quickly and effectively to guest and operational needs.
Ability to work occasional additional shifts as business needs require.