Assistant Front Office Manager

What is the job?

As an Assistant Front Office Manager, you play a key role in ensuring that every guest receives exceptional service from arrival to departure. You will assist in managing the daily front office operations, ensuring smooth check-ins, check-outs, and guest requests while maintaining brand standards. Your leadership and coordination skills will support the Front Office Manager in training, guiding, and motivating the front office team. You will handle guest concerns professionally and efficiently, upholding the highest level of guest satisfaction and operational excellence.

Daily tasks and responsibilities

• Oversee daily front office operations including reception, concierge, and guest services
• Support the Front Office Manager in managing team schedules, attendance, and shift planning
• Conduct daily briefings and communicate key information to the front office team
• Ensure smooth check-in/check-out processes and handle VIP arrivals/departures
• Resolve guest complaints and concerns promptly, professionally, and with a solution oriented mindset
• Monitor guest satisfaction through feedback platforms (e.g., Medallia) and take corrective actions when needed
• Ensure all front office team members follow brand service standards and grooming guidelines
• Assist in training, coaching, and developing front office colleagues to ensure high performance
• Liaise with Housekeeping, Engineering, and other departments to ensure seamless guest experiences
• Maintain proper documentation for shift handovers, incidents, and guest requests
• Verify room availability, overbooking situations, and assist in inventory control
• Handle cash floats, deposits, billing issues, and coordinate with Finance for payment discrepancies
• Monitor lobby cleanliness, ambiance, and readiness at all times
• Participate in daily operations meetings and represent the Front Office department when required
• Uphold security procedures and emergency protocols, acting as a point of contact in the absence of senior management

General Tasks & Miscellaneous

• All colleagues must assess situations and react accordingly through analysis and perspective.
• All colleagues must be flexible and able to carry out any other reasonable duties and responsibilities within the scope of their job, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
• All colleagues should be visible and available to both guests and colleagues, in accordance with their position, and serve as an example for others.
• All colleagues are required to comply with any reasonable request from their supervisor(s) within a reasonable timeframe, under normal circumstances.

Human Resources & Training

• It is the colleague’s responsibility to report any case of harassment and discrimination as soon as it happens, either to their direct leader or to the Talent & Culture. It is the leader’s responsibility to treat complaints of harassment and discrimination promptly and confidentially.
• It is everyone’s responsibility to treat customers and Colleagues from all cultural groups with respect and sensitivity.
• All Colleagues must attend trainings and meetings as and when required

Confidentiality

• All Colleagues must ensure confidentiality and secure storage of all intellectual property and data bases, both hard copy and electronic.Adhere to Hotel Internet and Email policy
• All Colleagues must ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.