Assistant Front Office Manager

Position Summary:

The Assistant Front Office Manager supports the Front Office Manager in overseeing the
daily operations of the front office to ensure excellent guest service, efficient processes,
and adherence to hotel policies and standards. This position assists with staffing, training,
and supervising front office team members, resolving guest concerns, and coordinating
with other hotel departments to optimize room occupancy, revenue, and guest
satisfaction.

 

Essential Duties and Responsibilities:

• Assist the Front Office Manager in supervising front desk agents, front office
supervisors, guest service/bell staff, concierge, and PBX operators, including
scheduling, training, coaching, and performance feedback in accordance with
company policies and applicable laws.
• Greet and assist guests in a professional, courteous manner during check-in,
check-out, and throughout their stay.
• Anticipate and respond to guest needs, concerns, and complaints, ensuring issues
are resolved promptly and appropriately.
• Maintain knowledge of front office operations, including the property management
system, cash handling procedures, and room inventory management.
• Support coordination of room assignments, group blocking, and special requests,
ensuring communication with Housekeeping, Engineering, and other departments
as needed.
• Assist in monitoring occupancy levels and applying yield management techniques
to maximize revenue.
• Maintain accurate financial transactions, including handling cash, checks, and
credit card payments in accordance with company policies.
• Help implement and promote programs or initiatives to improve guest satisfaction
and operational efficiency.
• Maintain compliance with all safety, security, and emergency procedures, including
evacuation protocols and first aid response.
• Perform other duties as assigned by the Front Office Manager or hotel leadership.

Qualifications

Required Knowledge, Skills, and Abilities:

• Strong customer service and problem-solving skills.
• Ability to exercise good judgment and make sound decisions under pressure.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.

• Ability to work a flexible schedule, including weekends, holidays, and evenings, as
required by business needs.
• Ability to establish and maintain effective working relationships with guests, team
members, and management.

 

Education and Experience:

• High school diploma or equivalent required; college degree in hospitality or related
field preferred.
• Minimum of two (2) years of front office or guest services experience in a hospitality
setting, with at least one (1) year in a supervisory or lead role preferred.