The Assistant Front Office Manager supports the Front Office Manager in overseeing all front office operations including Bell/Door Staff, Switchboard, and Guest Services/Front Desk. This position plays a critical role in ensuring smooth daily operations, an efficient check-in/check-out experience, and delivering exceptional service that enhances guest and employee satisfaction. The Assistant Front Office Manager also helps drive the financial success of the department and serves as the acting manager in the absence of the Front Office Manager.
Candidate Profile
Education and Experience:
- High school diploma or GED; minimum 2 years of experience in guest services, front desk, or a related professional area
- OR
- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no prior work experience required
Core Responsibilities
Supporting Front Desk Operations
- Lead and support front desk team in day-to-day operations to ensure exceptional service delivery
- Understand and perform all front office positions when needed
- Ensure all team members are recognized and motivated across all shifts
- Foster a collaborative, respectful, and trusting environment among staff
- Supervise employees and ensure performance expectations are clearly communicated and achieved
Monitoring and Supporting Departmental Goals
- Maintain high service standards and strive for continuous improvement
- Develop and implement action plans based on guest feedback and satisfaction scores
- Assist in resolving guest complaints and operational issues promptly and effectively
- Support departmental goals by prioritizing and organizing daily tasks efficiently
- Partner with the Front Office Manager to identify areas of improvement and implement service enhancements
Delivering Exceptional Guest Service
- Model outstanding hospitality and service standards for all staff
- Empower team members to proactively meet and exceed guest expectations
- Communicate guest preferences and special requests across relevant departments
- Actively engage with guests to solicit feedback and ensure overall satisfaction
- Provide coaching and feedback to staff based on observed interactions and service quality
Policy & Program Management
- Ensure compliance with front office policies, standards, and procedures
- Implement and monitor adherence to credit policies and minimize financial risk (e.g., bad debts, rebates)
- Facilitate the property's customer recognition/service program and ensure guest loyalty initiatives are followed
Additional Responsibilities
- Function as acting Front Office Manager during their absence
- Attend and participate in daily and departmental meetings
- Analyze operational information and recommend solutions to drive performance and guest satisfaction
- Communicate critical information from meetings and briefings to relevant staff
- Maintain timely and professional communication with executives, peers, and subordinates
Key Competencies
- Leadership and supervisory capability
- Excellent interpersonal and communication skills
- Strong problem-solving and organizational skills
- Guest-centric mindset with a passion for hospitality
- Ability to lead by example and promote a culture of service excellence
