Assistant Front Office Manager

POSITION OBJECTIVE

The Front Office Assistant Manager is responsible for supporting and overseeing the daily operations of the Front Office, Concierge, and Guest Services departments to ensure exceptional guest experiences, operational excellence, and achievement of departmental goals. This position provides leadership, coaching, and strategic direction to front office team members while maintaining service standards, departmental procedures, and resort objectives. The Assistant Manager serves as a key member of the leadership team, acts on behalf of the Front Office Manager as needed, and plays an active role in driving guest satisfaction, employee engagement, and financial performance.

• Assist the Front Office Manager in directing and overseeing the daily operations of the Front Office, Concierge, and Guest Services departments to ensure efficient and consistent service delivery.
• Provide leadership, coaching, mentorship, and performance management to front office team members and supervisors.
• Manage staffing levels, scheduling, labor productivity, and departmental coverage to support operational demands while maintaining budget guidelines.
• Ensure compliance with resort policies, procedures, brand standards, and safety regulations.
• Participate in the recruitment, interviewing, onboarding, training, development, and retention of departmental team members.
• Conduct performance evaluations and assist with employee relations matters, disciplinary actions, recognition programs, and career development initiatives.
• Serve as Manager on Duty as assigned, responding to guest concerns, operational challenges, emergency situations, and service recovery opportunities.
• Monitor guest satisfaction metrics, online reviews, and feedback to identify trends and implement service improvement initiatives.
• Oversee the accuracy of guest reservations, room assignments, billing, cash handling, audits, and financial transactions.
• Support departmental budgeting, forecasting, revenue optimization, cost control, and financial performance goals.
• Conduct and lead daily operational meetings, shift briefings, and communication sessions to establish priorities and reinforce service expectations.
• Collaborate closely with Housekeeping, Engineering, Food & Beverage, Sales, and other departments to ensure seamless resort operations and guest satisfaction.
• Monitor department performance indicators and productivity metrics, identifying opportunities for continuous improvement and operational efficiency.
• Maintain departmental documentation, standard operating procedures, training materials, and compliance records.
• Assist with implementing strategic initiatives, projects, and process improvements that support resort goals and enhance the guest experience.
• Ensure adherence to all company service standards and foster a culture of professionalism, accountability, teamwork, and guest-centric hospitality.
• Act in the absence of the Front Office Manager, assuming responsibility for departmental leadership, decision-making, and operational oversight.

• Minimum of 3-5 years of progressive experience in Front Office, Guest Services, Concierge, or hotel operations required.
• Minimum of 1-2 years of supervisory or leadership experience in a hospitality environment required.
• Experience assisting with staffing, scheduling, labor management, and departmental operations.
• Proficiency with hotel Property Management Systems (PMS), reservations systems, and Microsoft Office applications.
• Demonstrated ability to lead, coach, develop, and motivate team members while maintaining accountability and service standards.
• Strong knowledge of hotel front office operations, guest relations, service recovery, cash handling, and billing procedures.
• Experience handling guest concerns, conflict resolution, and operational decision-making in a fast-paced environment.
• Excellent organizational, communication, leadership, and problem-solving skills.

• Strong leadership, coaching, employee engagement, and team development skills.
• Ability to effectively manage multiple operational priorities while maintaining exceptional guest service standards.
• Excell…