Assistant Manager - Front Office
Position: Assistant Manager - Front Office
Department: Front Office
Reports To: Front Office Manager / Hotel Manager
Job Summary:
The Assistant Manager - Front Office is a key leadership role responsible for supporting the Front Office Manager in all aspects of departmental operations. This position ensures the highest levels of guest satisfaction, oversees daily front desk, concierge, and communications functions, manages staff performance, and acts as a role model for service excellence. The Assistant Manager resolves complex guest issues and assists in administrative duties, including reporting, scheduling, and training.
Key Responsibilities:
- Operational Leadership: Supervise the daily operations of the front desk, bell staff, concierge, and telephone department during assigned shifts.
- Guest Service Excellence: Act as the primary point of contact for escalated guest concerns, ensuring swift and effective resolution. Welcome VIP guests and maintain a visible presence in the lobby.
- Team Supervision & Training: Assist in recruiting, training, scheduling, and motivating Front Office team members. Conduct pre-shift briefings and provide ongoing coaching.
- Administrative Duties: Prepare daily, weekly, and monthly reports on occupancy, revenue, and guest feedback. Manage room inventory in conjunction with reservations and housekeeping.
- Policy & Procedure: Ensure all front office procedures (check-in/check-out, cash handling, safety, security) are followed meticulously.
- Inter-Departmental Coordination: Liaise closely with Housekeeping, Maintenance, F&B, and Sales to ensure seamless guest experiences and communicate special requests.
- Financial: Oversee cashiering operations, audit daily transactions, and help control departmental costs.
Qualifications & Skills:
- Bachelor’s degree in Hospitality Management or related field.
- Minimum of 3-5 years of experience in front office operations, with at least 2 years in a supervisory role.
- Proficiency in Property Management Systems (PMS) and MS Office.
- Exceptional problem-solving, decision-making, and interpersonal skills.
- Strong financial acumen and attention to detail.
- Ability to work flexible hours, including nights, weekends, and holidays.
