Assistant Front Office Manager

Assistant Front Office Manager

The Hotel at the University of Maryland

Salary Range: $50,000.00 - $58,000.00 (experience-based compensation)

Position Summary

The Assistant Front Office Manager supports the Front Office Manager in overseeing all front office operations to ensure an exceptional guest experience and efficient daily operations. This role assists with supervising the Front Desk, Guest Services, Bell/Door Staff, and Night Audit functions while maintaining brand standards, maximizing guest satisfaction, and supporting departmental financial goals.

The ideal candidate is a service-driven hospitality professional with strong leadership, communication, and problem-solving skills who thrives in a fast-paced hotel environment.

Essential Responsibilities

Guest Service & Operations

• Assist in managing daily front office operations, including Front Desk, Guest Services, Bell Staff, and Night Audit.
• Ensure efficient and accurate guest check-in and check-out processes.
• Maintain high standards of hospitality and guest satisfaction at all times.
• Handle guest concerns, complaints, and service recovery situations in a professional and timely manner.
• Monitor lobby activity and guest interactions to ensure a welcoming and service-oriented atmosphere.
• Support VIP arrivals, group arrivals/departures, and special guest requests.
• Ensure compliance with hotel policies, procedures, and brand standards.
• Participate in Manager on Duty (MOD) coverage as assigned.

Team Leadership & Development

• Assist with supervising, training, coaching, and motivating front office team members.
• Promote teamwork and maintain positive working relationships across departments.
• Provide ongoing feedback and support to associates to encourage professional growth and service excellence.
• Assist with scheduling, payroll review, attendance monitoring, and shift coverage.
• Ensure front office associates maintain professional appearance and service standards.
• Support onboarding and training initiatives for new hires.

Financial & Administrative Responsibilities

• Assist with monitoring departmental budgets, labor costs, and operational expenses.
• Ensure accurate cash handling, credit card procedures, and folio balancing.
• Review daily reports, occupancy forecasts, and room inventory to support operational planning.
• Help maximize room revenue through upselling and effective inventory management.
• Maintain accurate records, logs, and communication reports.
• Support audit procedures and ensure compliance with accounting and security standards.

Communication & Collaboration

• Communicate effectively with Housekeeping, Engineering, Sales, Security, and other hotel departments to ensure smooth operations.
• Participate in departmental and leadership meetings.
• Communicate important operational updates and guest concerns to management and team members.
• Serve as acting Front Office Manager in the absence of the Front Office Manager.

Qualifications

Education & Experience

• High school diploma or equivalent required.
• Associate’s or Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred.
• Minimum of 2 years of hotel front office or guest services experience required.
• Previous supervisory or leadership experience preferred.

Knowledge, Skills & Abilities

• Strong customer service and interpersonal skills.
• Excellent verbal and written communication abilities.
• Ability to lead and motivate a diverse team.
• Strong organizational and time management skills.
• Ability to multitask and work effectively in a fast-paced environment.
• Knowledge of hotel property management systems (Opera, FOSSE, or similar systems preferred).
• Proficiency in Microsoft Office Suite.
• Ability to resolve guest concerns with professionalism and sound judgment.
• Flexib