<p>Position Overview</p> <p>Reporting to the Front Office Manager, the Assistant Front Office Manager serves as a key operational leader responsible for supporting the daily execution of Front Office operations and delivering exceptional guest experiences. This role oversees front desk and guest services colleagues, ensuring service standards, operational consistency, and financial controls are upheld.</p> <p>This position operates as a highly visible, hands-on leader, actively engaged on the floor and working alongside the team to ensure seamless service delivery. The role requires flexibility, including evenings, overnights, weekends, and holidays based on business needs.</p> <p>The Assistant Front Office Manager is a champion of service excellence and team performance, leading with accountability, professionalism, and a commitment to creating a welcoming and efficient arrival and departure experience for every guest.</p> <p>Key Responsibilities</p> <p>Operational Leadership & Execution</p> <ul> <li>Act as a visible, on-the-floor leader to monitor service delivery and ensure operational excellence </li><li>Support daily Front Office operations, ensuring alignment with brand standards and service expectations </li><li>Perform all Front Office functions as needed to support the team and maintain service flow </li><li>Serve as Manager on Duty (MOD) as required, providing leadership support across the hotel </li><li>Evaluate operational performance and implement process improvements to enhance efficiency and service quality </li></ul> <p>Guest Experience & Service Excellence</p> <ul> <li>Ensure a seamless, personalized, and efficient guest arrival and departure experience </li><li>Deliver genuine, empathetic service in all guest interactions </li><li>Respond to and resolve guest concerns with urgency, professionalism, and care </li><li>Drive guest satisfaction through proactive service recovery and attention to detail </li><li>Maintain current knowledge of rates, packages, promotions, and hotel offerings to better serve guests </li></ul> <p>Front Office Operations & Financial Accountability</p> <ul> <li>Oversee front desk operations including check-in/check-out, cash handling, and daily reporting </li><li>Ensure all cash control and financial procedures are followed in accordance with company policies </li><li>Monitor departmental performance and identify opportunities to improve efficiency and service delivery </li><li>Support payroll processes, scheduling, and labor management to align with business levels </li><li>Maintain accurate records and reporting to support operational and financial goals </li></ul> <p>Leadership & Team Development</p> <ul> <li>Support the recruitment, training, and development of Front Office colleagues </li><li>Evaluate staffing needs and create schedules that ensure appropriate coverage at all times </li><li>Coach and develop team members to enhance performance, engagement, and service delivery </li><li>Lead by example with a strong leadership presence, accountability, and professionalism </li><li>Foster a culture of collaboration, respect, and service excellence </li></ul> <p>Cross-Functional Collaboration</p> <ul> <li>Partner closely with Housekeeping and other departments to ensure seamless room readiness and guest experience </li><li>Maintain clear and consistent communication across departments to align priorities and resolve issues </li><li>Support coordination of group arrivals, VIP guests, and high-demand periods </li></ul> <p>Systems & Operational Knowledge</p> <ul> <li>Utilize hotel systems (e.g., Opera and other Front Office platforms) to support daily operations </li><li>Maintain proficiency in business tools including Microsoft Office and communication platforms </li><li>Ensure accurate data entry, reporting, and system utilization across the department </li></ul> <p>Compliance & Safety</p> <ul> <li>Ensure adherence to all operational, safety, and security standards </li><li>Support training initiatives and reinforce compliance with company policies and procedures </li></ul>