Introduction
You’re the right hand of the Front Office Manager, the operational maestro who ensures every guest interaction is flawless while leading a high-performing team. As Front Office Assistant Manager, you blend leadership with hands-on service – resolving issues before they escalate, mentoring future hospitality stars, and maintaining the perfect balance between efficiency and warmth.
If you’re ready to take your hospitality career to the next level while shaping unforgettable guest experiences, this is your moment.
Your Impact Areas
1. Leadership & Team Development
- Serve as second-in-command to the Front Office Manager
- Lead daily pre-shift meetings to align the team
- Mentor and coach front desk agents, supervisors, and concierge staff
- Conduct monthly one-on-one development sessions with team members
- Implement recognition programs to boost morale and retention
- Oversee 90-day training plans for all new hires
- Develop cross-training programs between front desk, night audit, and concierge
- Manage progressive discipline when performance issues arise
- Maintain departmental communication boards with key updates
- Champion the hotel’s service culture and core values
2. Guest Experience Excellence
- Personally handle VIP arrivals and departures
- Resolve escalated guest complaints within 30 minutes
- Implement surprise and delight initiatives for repeat guests
- Conduct daily quality checks on lobby/check-in experience
- Monitor and respond to real-time guest feedback (via surveys/digital platforms)
- Develop service recovery protocols for common issues
- Oversee guest recognition programs (birthdays, anniversaries, etc.)
- Maintain preferred guest profiles in the PMS system
- Lead monthly mystery shopper debriefs
- Analyze online review trends to identify improvement areas
3. Operational Management
- Oversee daily room inventory management
- Manage overbooking situations with revenue team
- Audit group block arrangements before arrival
- Ensure accurate room status updates between departments
- Monitor key control procedures and security protocols
- Supervise night audit process and report reconciliation
- Maintain emergency preparedness plans (fire, medical, security)
- Implement contactless check-in/check-out options
- Oversee lobby ambassador program during peak hours
- Manage front office equipment maintenance (PMS, key machines, etc.)
4. Financial & Revenue Responsibilities
- Assist with front office budget preparation
- Monitor and control labor costs and overtime
- Conduct weekly upsell training sessions
- Audit cashier banks and petty cash weekly
- Review daily revenue reports for accuracy
- Identify ancillary revenue opportunities (transfers, tours, amenities)
- Manage complimentary room approvals
- Oversee third-party billing reconciliations
- Analyze RevPAR penetration reports
- Implement waste reduction initiatives (printing, supplies)
5. Technology & Innovation
- Serve as PMS super-user (Opera, Fidelio, etc.)
- Test and implement new front office technologies
- Troubleshoot system outages and downtimes
- Maintain digital check-in/check-out kiosks
- Oversee guest messaging platforms (WhatsApp, SMS, etc.)
6. Administrative Duties
- Prepare weekly staffing schedules
- Complete monthly inventory counts
- Maintain training documentation
- Submit capital expenditure requests
- Attend weekly head of department meetings
Who We’re Looking For
✔ 3+ years in front office supervisory/management roles
✔ Bachelor’s degree in Hospitality Management (preferred)
✔ Opera PMS expert with strong tech aptitude
✔ Financial acumen – understands RevPAR, ADR, GOP
✔ Bilingual abilities (highly valued)
✔ Flexible schedule – able to work mornings, evenings, weekends
Why You’ll Love This Role
✨ Career Growth – Clear path to Front Office Manager
✨ Leadership Development – Manage a team of 15+
✨ Impact – Directly shape guest satisfaction scores
✨ Benefits – Travel perks, wellness programs, bonuses
Ready to Elevate Your Career?
Submit your resume today! We’d love to hear about:
• Your proudest guest service moment
• How you’ve coached a struggling employee to success
• Your vision for exceptional front office operations
Join us in creating unforgettable hospitality experiences!