Job Title

Assistant Front Office Manager

Department

Front Office

Reports to

Front Office Manager

Role Summary

As Assistant Front Office Manager, you will support the Front Office Manager in overseeing daily front office operations and supervising the team. You will help ensure an efficient check-in and check-out process, maintain service standards, support guest and employee satisfaction, and contribute to the department’s financial performance.

Key Responsibilities

Supporting the Front Desk team

• Lead by example, using strong interpersonal and communication skills to guide and motivate team members.
• Encourage trust, respect, and cooperation across the team.
• Supervise day-to-day operations and manage employees across shifts.
• Understand front office roles well enough to step in when team members are absent.
• Ensure employee recognition takes place on all shifts.
• Build and maintain open, collaborative relationships with employees.

Operational management and service goals

• Manage daily operations to ensure quality standards are met and guest expectations are delivered consistently.
• Set goals and plans to prioritize, organize, and complete work effectively.
• Handle complaints, settle disputes, and resolve conflicts and grievances.
• Work to improve service performance and support continuous improvement.
• Collaborate with the Front Office Manager to strengthen departmental service.
• Communicate Front Office goals clearly and consistently to support results.
• Support corrective action plans based on comment cards and guest satisfaction results.
• Keep guest satisfaction central in departmental meetings, with a focus on continuous improvement.

Ensuring exceptional guest service

• Deliver service that supports guest satisfaction and retention.
• Coach and support employees by helping them understand guest needs and providing guidance and feedback when required.
• Act as a role model for appropriate behaviours and positive guest relations.
• Empower employees to provide excellent customer service.
• Interact regularly with guests to gather feedback on service levels and overall satisfaction.
• Provide feedback to employees based on observed service behaviours.
• Handle guest problems and complaints effectively.

Projects, policies, and compliance

• Implement the customer recognition/service program and ensure the process is communicated and followed.
• Ensure compliance with all Front Office policies, standards, and procedures.
• Monitor adherence to credit policies and procedures to reduce bad debts and rebates.

Additional responsibilities

• Share information with supervisors and co-workers by telephone, in writing, by email, or in person.
• Analyze information and evaluate results to select solutions and solve problems.
• Keep executives, peers, and subordinates informed in a timely manner.
• Cover the Front Office Manager’s responsibilities during their absence.
• Communicate key information from pre- and post-convention meetings to the Front Office team.

General Responsibilities

• Attend meetings and training sessions as required by management.
• Be familiar with hotel fire procedures, security procedures, facilities and attractions, and health and safety policies and procedures.
• Be familiar with hotel operating standards and departmental procedures.
• Be familiar with methods of payment accepted by the company (cash handling staff only).
• Be familiar with current licensing regulations (Food and Beverage Service department only).
• Follow the company’s policies and procedures for quality, environment, and food safety.

Qualifications

• Degree or Diploma in a hospitality-related field.
• 3+ years of experience as an Assistant Front Office Manager, Team Leader, or in a similar role in the hospitality industry in 4- or 5-star hotels.
• Excellent knowledge of English.
• Highly effective communication and organizational skills.
• Strong leadership, management, and team-building skills.
• Excellent knowledge of MS Office (especially Excel, Word, and Outlook).
• Excellent knowledge of hotel Property Management Software.
• Customer-centric approach.

How to Apply

Interested candidates are kindly requested to send their CV to the HR Manager at [email protected].