• As the Assistant Front Office Manager, you will play a pivotal role in delivering a seamless guest experience by supporting the Front Office Manager in the efficient operation of the front desk, concierge, guest services, and night audit team.
• This role ensures that all guests receive outstanding service from arrival to departure while maintaining the hotel’s brand standards, policies, and procedures.
• You will be responsible for supervising the Front Office team, maintaining high standards of guest satisfaction, and collaborating with other departments to ensure a smooth operation and overall guest satisfaction.

You will also act as the department head in the absence of the Front Office Manager, handling guest complaints, managing daily staff duties, assisting in training and development, and contributing to occupancy and revenue strategies.

Duties and responsibilities:

• Assist the Front Office Manager in overseeing the entire Front Office operation to ensure efficiency and high standards of guest service.
• Lead by example and provide coaching and direction to all front office staff including receptionists, concierge, bellmen, and night auditors.
• Handle guest concerns and complaints with empathy, efficiency, and professionalism, resolving issues and ensuring guest satisfaction.
• Ensure smooth check-in and check-out processes while maintaining proper control of room assignments, availability, and special requests.
• Coordinate with housekeeping, engineering, and other departments to manage guest room readiness and resolve service issues promptly.
• Supervise the implementation of standard operating procedures and ensure consistent service delivery that aligns with the hotel brand.
• Monitor and analyze guest feedback through surveys, online reviews, and in-person interactions, using insights to improve service.
• Support the training and development of front office team members to uphold guest service excellence and personal growth.
• Prepare daily, weekly, and monthly reports related to occupancy, revenue, guest feedback, and departmental performance.
• Manage inventory of supplies for the front office and ensure cost-effective operations.
• Participate in budget planning and cost control measures for the front office department.
• Assist with staff scheduling, attendance, and shift coverage to ensure appropriate service levels.
• Maintain proper cash handling and billing procedures, including auditing and reconciliation of transactions.
• Oversee VIP guest arrivals and departures, ensuring personalized service and attention to detail.
• Monitor staff grooming, behavior, and adherence to hotel policies and procedures.
• Act as the point of contact in emergency situations and liaise with security or emergency services as required.
• Stay informed about hotel promotions, local events, and attractions to assist guests with concierge inquiries.
• Ensure compliance with safety, health, and hygiene standards within the front office area.
• Perform other reasonable tasks assigned by manager.